Customer Experience Improvement Lead

About nib | Ko Wai Mātou
Free health, life, income protection insurance + discounts for family
Join a supportive and dedicated team where you can develop and enhance your career
Great offices located in Auckland’s CBD
Hybrid work environment with the flexibility to work from home and the office
An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents
Fitness incentives
Short term incentive programmes
Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance. We believe the 'status quo is death' - we admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our ‘future state’ strategy. Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team.
About the role | He Aha Te Tūranga
At nib, we believe the health of our members shapes the health of our communities. We're on a mission to deliver exceptional, digitally enabled customer experiences, and we’re looking for a Customer Experience Improvement Lead to help us get there.

Reporting to the Customer Experience Manager, you’ll play a key role in shaping how nib improves the end-to-end experience for members, advisers, providers and corporate clients. You’ll lead customer experience and process improvement initiatives, helping to reduce failure demand, increase first point resolution and improve Net Promoter Scores (NPS) across all programs.
You’ll also:
Lead the design and implementation of improved customer journeys
Use insights to identify process efficiency opportunities and deliver tangible business outcomes
Champion initiatives that result in faster, fairer and more consistent complaint resolution
Collaborate cross-functionally to embed customer-centric thinking in change projects
Own key business rules, SOPs and knowledgebase documentation to support service delivery
Drive adoption of innovative ways of working through customer feedback and design thinking
About you | Ko Wai Koe
You’re a natural problem-solver who’s driven by outcomes and inspired by innovation. You thrive in environments where you can collaborate, challenge the status quo, and help others succeed.
You’ll also bring:
A bachelor’s degree and at least 2 years' experience delivering cross-functional change initiatives
Hands-on experience using customer feedback and NPS to drive service improvements
Exposure to omni-channel environments and digital customer experience design
Strong process mapping, stakeholder engagement and communication skills
Experience working in, or with, health or insurance industries (desirable)
If you're ready to step into a role that will challenge and reward you on a daily basis and provide an opportunity to build on your career, then please apply today!
We embrace an inclusive working environment. We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate.
Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another. Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we’re committed to creating a flexible working environment where you’re free to be you.
All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment.
www.nib.co.nz
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