Advice Experience Lead - Processes & Customer Journeys

Bank of New Zealand; Auckland; On-site; NZD 150,000 - 190,000; Full time

Job summary

The Bank of New Zealand (BNZ) is seeking an experienced Advice Manager to join our Wealth Insurance and Product Governance team in Auckland CBD. You will shape BNZ’s advice capability, improving processes, customer journeys and operating models across banking, wealth and insurance products.

Working with the Head of Advice and key stakeholders, you’ll lead design and delivery of advice programmes, ensure compliance, and drive positive adviser and customer outcomes through innovative change.

Qualifications

• 5+ years’ experience in financial advice development or advisory support.
• Designing and implementing customer-focused advice processes and journeys.
• Strong understanding of NZ financial services and wealth/insurance products.
• Experience leading change initiatives in complex environments.

Responsibilities

• Leading advice process design, implementation, and continuous improvement initiatives.
• Supporting the delivery of advice-related programmes.
• Maintaining and enhancing quality assurance frameworks and reporting.
• Managing advice knowledge content to ensure it remains accurate, current and compliant.
• Identifying opportunities to improve adviser experience, operational efficiency and customer outcomes.
• Collaborating with stakeholders across BNZ to support customer proposition development and delivery.
• Supporting the Head of Advice and acting as a delegate when required.

Skills

Advice development

Advisory support

Stakeholder management

Change initiatives

Problem solving

Education

Level 5 Certificate in Financial Services

Job description

The Bank of New Zealand (BNZ) is seeking an experienced Advice Manager to join our Wealth Insurance and Product Governance team in Auckland CBD. You will shape BNZ’s advice capability, improving processes, customer journeys and operating models across banking, wealth and insurance products.

Working with the Head of Advice and key stakeholders, you’ll lead design and delivery of advice programmes, ensure compliance, and drive positive adviser and customer outcomes through innovative change.