Head of Customer Experience

About the role

LIC, a farmer‑owned co‑operative supporting New Zealand’s dairy sector for over 115 years, is seeking a Head of Customer Experience. Reporting to the GM NZ Markets, you will lead a cohesive, end‑to‑end customer experience strategy across all NZ market touchpoints.

Key responsibilities

• Define and execute a forward‑looking customer experience strategy aligned with LIC priorities.
• Lead a team of ~65 people, including CX Design, Research & Insights, UX/UI, Brand & Communications, Events, and an award‑winning Customer Experience Call Centre.
• Partner with Sales, Product, Marketing, Operations and other LIC functions to ensure a seamless, integrated customer journey.
• Establish and track OKRs, using data and insights to drive continuous improvement.
• Embed robust Voice‑of‑Customer feedback mechanisms and translate insights into actionable improvements.
• Oversee the Call Centre to deliver high‑quality, efficient, future‑ready service.

Required profile

• Proven senior leadership experience with the ability to inspire and align cross‑functional teams.
• Strong customer‑centric mindset, using evidence and research to inform decisions.
• Excellent communication and stakeholder management skills.
• Track record of driving performance through data‑driven insights.

Required skills