Customer Experience Strategy Lead

NZ Safety Blackwoods; Auckland; Hybrid; NZD 110,000 - 165,000; Full time

Benefits offered by this job

Flexible working policy

Great company culture

Senior incentive offered

Free on-site staff parking

Job summary

NZ Safety Blackwoods is seeking a Customer Experience Manager to shape a best-in-class customer journey from Wiri, Manukau. You will lead the inbound CX function, including Customer Care and Product Specialist teams, driving satisfaction and continuous improvement.

You’ll partner with cross-functional teams to understand needs, embed customer focus, and deliver practical improvements that simplify doing business with us. A dynamic leadership role with strong emphasis on coaching and metrics.

Qualifications

• At least 5+ years’ experience leading customer experience teams.
• Proven track record in contact centre, service ops or customer support.
• Strong analytics to translate insights into improvements.
• Experience leading change and process improvements.
• Collaborative leadership across multiple teams.

Responsibilities

• Lead the customer experience strategy and embed customer focus across the business.
• Drive operational excellence across customer care, pricing, delivery and enquiries.
• Improve service channels (phone, email, web, chat, social).
• Lead customer feedback programs (NPS and metrics).
• Influence transformation initiatives and business improvement projects.
• Coach and develop team leaders and emerging leaders.
• Promote accountability, collaboration and service excellence.
• Demonstrate visible leadership in health, safety and wellbeing.

Skills

Customer experience leadership

Contact centre operations

Team building

Analytical thinking

Job description

NZ Safety Blackwoods is seeking a Customer Experience Manager to shape a best-in-class customer journey from Wiri, Manukau. You will lead the inbound CX function, including Customer Care and Product Specialist teams, driving satisfaction and continuous improvement.

You’ll partner with cross-functional teams to understand needs, embed customer focus, and deliver practical improvements that simplify doing business with us. A dynamic leadership role with strong emphasis on coaching and metrics.