Customer Communications Lead

Insurance Australia Group Limited; Christchurch; Hybrid; NZD 90,000 - 120,000; Full time

Job summary

A leading company in the insurance sector is seeking a Lead Customer Communications professional to manage strategic communications across New Zealand. This role involves overseeing compliance and change communications while leading a team and collaborating with cross-functional groups. Ideal candidates will have a strong background in marketing and communications, particularly within regulated industries, and a passion for delivering impactful messages.

Benefits

Boosted Kiwisaver with 4% employer contribution

Up to 50% discount on personal insurance

5 myLeave days per year

Flexibility options with myFlex

Opportunities for career growth

Recognition and reward programs

Qualifications

• Strong background in BTL marketing or communications, ideally in financial services.
• Proven ability to lead cross-functional projects and manage stakeholders.
• Experience using customer data to drive communications.

Responsibilities

• Own strategy and delivery of customer communications across IAG NZ.
• Oversee media, event response, and regulatory communications.
• Coach and support a team of specialists.

Skills

BTL marketing

Communication

Stakeholder management

Commercial acumen

Customer insights

Problem-solving

Job description

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Locations: Christchurch, CAN, NZ; Auckland, AUK, NZ

Workplace Type: Hybrid

About the Role

As Lead Customer Communications, you’ll own the strategy and delivery of customer communications across IAG NZ and our Bank Partners. This includes change, remediation, and compliance communications that are insight-led and aligned with customer experience principles. You’ll ensure all messaging is timely, personalized, and compliant with regulatory and operational risk frameworks.

This role oversees media, major event response, regulatory communications, and Hub Services—areas requiring strategic oversight, swift action, and calm leadership. You’ll coach and support a team of specialists, fostering a collaborative, values-driven culture and providing clear guidance during high-pressure situations.

Working closely with cross-functional teams, you’ll align messaging, manage risks, and continuously improve communication processes and tools. Your ability to influence stakeholders, utilize customer insights, and deliver strategic communications is key to achieving strong business and customer outcomes.

This is a 9-month fixed-term position based in New Zealand, preferably in Tāmaki Makaurau (Auckland), Ōtautahi (Christchurch), or Te Whanganui-a-Tara (Wellington).

Essential Skills and Experience

• A strong background in BTL marketing or communications, ideally within financial services or a regulated industry.
• Proven ability to lead cross-functional projects and manage multiple stakeholders effectively.
• Solid commercial acumen and understanding of regulatory and compliance requirements.
• Experience using customer data and insights to drive personalized communications.
• Excellent written and verbal communication skills, with the ability to simplify complex information.
• A calm, solutions-focused mindset, especially in high-pressure situations.
• A passion for helping customers and teams navigate complex challenges with empathy and clarity.

If you thrive in fast-paced, high-impact environments, this is the role for you. Join us and lead the delivery of impactful communications—when it matters most.

Applications close Wednesday, 28 May 2025 at 11:59pm.

What We Offer

• Boosted Kiwisaver with 4% employer contribution and standard life insurance
• Up to 50% discount on personal insurance, including home and motor
• 5 myLeave days per year on top of annual leave
• Flexibility options with myFlex, including work from home
• Opportunities to contribute to energy transition and achieve net zero by 2050
• Career growth through dynamic secondments
• Recognition and reward programs (*eligibility criteria apply)

Our Commitment

IAG is the largest general insurance group in Aotearoa New Zealand and Australia. We are also a hub for technology, research, climate change expertise, and resilience design. We engage with customers, advocate in Parliament, and support communities during challenging times.

We acknowledge Tāngata Whenua and are committed to Māori prosperity through He Rautaki Māori. We celebrate diverse perspectives, foster meaningful careers, connect with communities, and lead with purpose. We are passionate about social issues, sustainability, and creating a safe, inclusive workplace. We welcome you to join us.