Research Lead – Customer Experience

About the role

Join LIC, a farmer‑owned co‑operative with over a century of heritage, as a Research Lead in Customer Experience. Reporting to the Experience Design Manager, you will shape and elevate every customer touchpoint, turning insights into measurable outcomes that help New Zealand dairy farmers succeed.

Key responsibilities

• Design and deliver simple, consistent, and impactful customer experiences across all channels.
• Translate customer data, insights, and feedback into practical solutions that boost satisfaction and loyalty.
• Apply human‑centred design and Design Thinking to solve real‑world customer problems.
• Map, analyse, and optimise end‑to‑end journeys to reduce friction.
• Identify improvement opportunities and lead initiatives that deliver measurable results.
• Collaborate with cross‑functional teams to embed customer thinking into everyday decisions.
• Test, learn, and iterate continuously based on feedback and performance metrics.
• Align experience‑design work with LIC’s broader strategic priorities.

Required profile

• Proven experience in customer experience, service design, or a closely related field.
• Strong ability to turn data, insights, and feedback into actionable outcomes.
• Track record of improving customer journeys and solving complex problems.
• Comfortable working in a fast‑paced, evolving environment.
• Proactive, curious mindset with a passion for continuous improvement.

Required skills

• Human‑centred design methodologies.
• Design Thinking techniques.
• Facilitation and stakeholder alignment.

What we offer

• Competitive salary and extra leave days.
• Flexible working options, including remote arrangements.
• Discounted health, life, income and disability insurances.
• Access to employee share scheme and wellbeing discounts.
• Free onsite parking and EV chargers.
• Workplace set in a park‑like Hamilton campus with tennis court, pool, café and social club.