Customer Communications Specialist

IAG; Christchurch; Hybrid; NZD 70,000 - 95,000; Full time

Benefits offered by this job

20 days annual leave + 5 MyLeave

Work from home and flexible options

Employer KiwiSaver and life insurance

Job summary

IAG is hiring a Customer Communications Specialist to shape how we connect with customers across NZ brands. You’ll design messages across email, post, SMS, app, and digital, translating complex information into clear, customer-friendly communications.

You’ll partner with Product, Digital, Marketing, Claims and Operations to deliver co-ordinated outcomes and use insights to improve experiences. Based in Auckland, Wellington or Christchurch, this permanent role offers flexibility, work-from-home

Qualifications

• Proven experience in communications or related customer-experience role.
• Ability to simplify complex information for diverse audiences.
• Experience delivering communications across multiple channels.

Responsibilities

• Design and deliver customer communications across email, post, SMS, app, and web.
• Translate complex information into clear, customer-friendly messages.
• Collaborate with Product, Digital, Marketing, Claims and Operations to coordinate outcomes.
• Leverage insights and feedback to improve customer experiences.
• Support business initiatives across customer journeys during change.

Skills

Strong written communication

Customer-centric

Cross-channel storytelling

Stakeholder collaboration

Analytical thinking

Job description

Mō te Tūranga | About the Role

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).

Ngā Mahi Hei Whakatutuki Māu | What You'll Do

• 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.

Ōu Pūkenga me ōu Wheako | What You'll Bring

• 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.

Tā Mātau ki a Koutou | What We Offer

• 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.
• Annual $500 health & wellbeing payment.
• 14 weeks paid parental leave.
• Access to LinkedIn Learning, the award-winning IAG Academy, study assistance and secondment opportunities.
• employment type eligibility criteria apply

Applications close: 8 September 2026 11:59PM NZST

Tā Mātau Ratonga Tautoko | Adjustments & Support

If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to [e-mail] for a confidential conversation.

He pitopito kōrero anō mō mātau | More About Us

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.