Customer Experience (CX) Lead

Livestock Improvement Corporation; Otago; On-site; NZD 90,000 - 130,000; Full time

Benefits offered by this job

Extra leave days

Flexible working

Insurance discounts

Employee shares scheme

Wellbeing discounts

Free onsite parking

EV charging

Office amenities and park setting

Job summary

Livestock Improvement Corporation (LIC) is seeking a CX professional to shape and embed cohesive, measurable experiences across every customer touchpoint. You will turn insights into action, ensuring customer needs are central to decisions, design and delivery.

Reporting to the Experience Design Manager, you will collaborates with product, delivery, operations, marketing and support to deliver measurable improvements that align with LIC's strategic goals and create lasting customer value.

Qualifications

• Proven experience in customer experience, service design, or similar roles.
• Strong track record delivering measurable improvements in customer outcomes.
• Skilled in analysing customer insights, data, and feedback to drive decisions.
• Experience improving end-to-end customer journeys and solving pain points.
• Proficient in human-centred design and Design Thinking methodologies.
• Strong facilitation and stakeholder engagement skills.

Responsibilities

• Define and deliver customer experience strategies that drive satisfaction and loyalty.
• Bridge strategy and execution across product, operations and support.
• Lead design, optimisation and continuous improvement of experiences.
• Map, monitor and optimise end-to-end customer journeys to reduce friction.
• Identify root causes of customer issues and lead cross-functional improvements.
• Partner across teams to embed customer thinking in decisions.
• Measure impact of CX initiatives and link to business outcomes and ROI.
• Ensure CX initiatives align to LIC's broader strategy.

Skills

CX experience

Service design

Design Thinking

Stakeholder engagement

Data analysis

Process improvement

Cross-functional collaboration

Agile mindset

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.

Livestock Improvement Corporation - Newstead, North Island

LIC is a farmer-owned co-operative that has been supporting herd improvement in New Zealand's dairy sector for more than 115 years. We're focused on providing superior genetics, reliable testing and diagnostics, integrated on-farm software, and great customer service, all designed to help farmers make smarter decisions every day.

As a proud generational co-operative, we're here for farmers, their families, and rural communities, not just for today, but for the future. And none of it happens without our people. Whether on farm, in the lab, or behind the scenes, every one of us plays a part in helping New Zealand farmers succeed.

LIC is a farmer-owned co-operative that has been supporting herd improvement in New Zealand's dairy sector for more than 115 years. We're focused on providing superior genetics, reliable testing and diagnostics, integrated on-farm software, and great customer service, all designed to help farmers make smarter decisions every day.

As a proud generational co-operative, we're here for farmers, their families, and rural communities, not just for today, but for the future. And none of it happens without our people. Whether on farm, in the lab, or behind the scenes, every one of us plays a part in helping New Zealand farmers succeed.

Your Role

As part of LIC's Customer Experience function, and reporting to the Experience Design Manager, you'll shape and embed cohesive, measurable experiences across every customer touchpoint. You'll turn customer insights into action- ensuring customer needs are at the heart of decisions, design, and delivery.

Working across product, delivery, and operational teams, you'll bridge strategy and execution- leading the design, optimisation, and continuous improvement of experiences that are consistent, scalable, and aligned to LIC's strategic goals.

This is an exciting opportunity for someone who thrives in complexity, connects insight to impact, and is passionate about delivering meaningful customer outcomes.

Your Key Focus

• Define and deliver customer experience strategies that drive satisfaction, loyalty, and brand perception
• Apply human-centred design principles to translate customer insight into practical, effective solutions
• Use Design Thinking to structure problem-solving, test ideas, and deliver measurable improvements
• Map, monitor, and optimise end-to-end customer journeys to reduce friction and improve consistency
• Identify root causes of customer issues and lead cross-functional improvements with real impact
• Partner across product, operations, sales, marketing and support teams to embed customer thinking
• Measure and demonstrate the impact of CX initiatives, linking them to business outcomes and ROI
• Ensure all experience initiatives align to LIC's broader strategy and priorities

About You

• Proven experience in customer experience, service design, or similar roles
• Strong track record delivering measurable improvements in customer outcomes
• Skilled in analysing customer insights, data, and feedback to drive decisions
• Experience improving end-to-end customer journeys and solving pain points
• Proficient in human-centred design and Design Thinking methodologies
• Strong facilitation and stakeholder engagement skills across diverse teams
• Comfortable working in fast-paced environments with shifting priorities
• A proactive, solutions-focused mindset with a passion for continuous improvement

In Return

In addition to a competitive salary, you'll receive some great benefits including:

• Extra leave days
• Flexible working options
• Discounted health, life, income and disability insurances
• Access to our employee shares scheme
• Wellbeing discounts
• Free onsite parking and Free EV chargers for our team to use
• Our Hamilton office is located in a park-like setting, with tennis court, pool, and onsite café and social club!

This is a highly visible and pivotal role, where you'll have plenty of opportunity to achieve great results. You'll be joining a values-led, progressive organisation, where you'll play a role in driving the future of dairy in NZ.