Customer Communications Specialist

IAG; Auckland; On-site; NZD 70,000 - 110,000; Full time

Benefits offered by this job

30 days flexible leave

Work from home options

Life insurance as standard

Education & development programs

KiwiSaver employer contribution

Parental leave

Discounts on personal insurance

LinkedIn Learning access

IAG Academy programs

Job summary

IAG in New Zealand is seeking a Customer Communications Specialist to design and deliver clear messages across email, post, SMS, app and web. You will work across brands and partner with Product, Digital, Marketing, Claims and Operations to simplify complexity and improve customer experiences.

Based in Auckland, Wellington or Christchurch, this permanent role offers flexibility with work-from-home options and a supportive environment that values customer insights and collaborative delivery.

Qualifications

• Strong experience in communications, customer communications, marketing communications or a related customer‑experience role.
• Excellent written communication skills, with the ability to simplify complex information and tailor messaging for different audiences.
• Experience developing and delivering communication approaches across multiple channels and customer touchpoints.
• A strong customer focus, with an understanding of customer journeys and experience principles.
• Strong critical thinking and organisational skills, with the ability to manage competing priorities.

Responsibilities

• Design and deliver customer communications experiences and content across multiple channels, including email, post, SMS, app, and digital (web).
• Translate complex business, regulatory, product, change or operational information into clear, simple and customer-friendly messages.
• Partner with stakeholders across Product, Digital, Marketing, Claims and Operations teams to deliver coordinated communication outcomes.
• Use customer insights, data and feedback to continuously improve communications and enhance customer experiences.
• Support key business initiatives across customer journeys, helping customers remain informed, supported and confident through change.

Skills

Strong experience in communications

Excellent written communication

Multi-channel communications

Customer-focused

Stakeholder collaboration

Critical thinking

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

At IAG, we’re ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.

Are you passionate about creating communications that make a real difference to customer experiences?

Join our newly evolved Customer Communications team and help shape how IAG connects with customers across some of New Zealand's most recognised insurance brands. This is an opportunity to influence communications at scale and contribute to important business initiatives.

As a Customer Communications Specialist, you'll create clear, meaningful communications that help people understand important information, navigate change and get the most from their interactions with us. Working across multiple brands, channels and projects, you'll partner with teams across the business to simplify complexity, solve communication challenges and deliver better outcomes for our customers.

This is a permanent role based in Tāmaki Makaurau (Auckland), Te Whanganui‑a‑Tara (Wellington) or Ōtautahi (Christchurch).

• Design and deliver customer communications experiences and content across multiple channels, including email, post, SMS, app, and digital (web).
• Translate complex business, regulatory, product, change or operational information into clear, simple and customer-friendly messages.
• Partner with stakeholders across Product, Digital, Marketing, Claims and Operations teams to deliver coordinated communication outcomes.
• Use customer insights, data and feedback to continuously improve communications and enhance customer experiences.
• Support key business initiatives across customer journeys, helping customers remain informed, supported and confident through change.
• Strong experience in communications, customer communications, marketing communications or a related customer‑experience role.
• Excellent written communication skills, with the ability to simplify complex information and tailor messaging for different audiences.
• Experience developing and delivering communication approaches across multiple channels and customer touchpoints.
• A strong customer focus, with an understanding of customer journeys, customer needs and customer experience principles.
• Strong critical thinking and organisational skills, with the ability to manage competing priorities and navigate ambiguity.
• Proven ability to build effective stakeholder relationships and work collaboratively across diverse teams.
• A positive, proactive mindset, with the energy and confidence to champion great work, showcase its value to key stakeholders and celebrate the impact.
• Experience using customer insights, data and feedback to inform communications and improve customer outcomes.
• Boosted KiwiSaver with 4.5% employer contribution and life insurance as standard.
• 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you).
• Work from home and many more flexibility options with myFlex.
• Up to 50% off personal insurance, including home and motor insurance.
• 14 weeks paid parental leave.
• Access to LinkedIn Learning, the award‑winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to ***email_hidden*** for a confidential conversation.

As part of IAG you'll enjoy a world of career opportunities, a purpose‑led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. That’s not just words. It’s our people promise. We're ready for you with unexpected opportunities for your career, your work‑life and your ability to make a difference. We acknowledge Tāngata Whenua in Aotearoa and are committed to growing Māori prosperity and wellbeing in Aotearoa through He Rautaki Māori (IAG’s Māori Strategy). We celebrate unique viewpoints shaped by life experiences, cultures and passions. And expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individual.