Customer Insight & Experience Lead

Chubb Life Insurance New Zealand; Wellington; Hybrid; NZD 110,000 - 140,000; Full time

Benefits offered by this job

Flexible & Hybrid working

Group Life, Trauma, Income, Healthcare

Additional annual leave

Kiwisaver paid on top of base salary

Annual Bonus

Stock Purchase options

Wellbeing subsidy and partnerDiscounts

Endorse my cause & payroll giving

Job summary

Chubb Life Insurance New Zealand is seeking a Customer Voice Lead to unify complaints insights, NPS metrics, and risk feedback into a single view that drives change across product, pricing, technology and operations. You will own the complaints process for complex cases, identify patterns, and influence senior leaders to close gaps that affect vulnerable customers.

The role is permanent, full-time, with hybrid work in Wellington or Auckland.

Qualifications

• Fix problems at the source and drive change across teams.
• Turn messy data into actionable root-cause insights.
• Communicate findings clearly to senior stakeholders.

Responsibilities

• Build one view of customer friction from complaints, NPS, Medallia and audit results.
• Find patterns and root causes behind repeat complaints.
• Work with teams to fix issues and track progress to done.
• Report insights and recommendations to senior leaders.
• Own complaints process and manage complex cases through IFSO.
• Identify vulnerable customers and ensure appropriate care.

Skills

Root cause analysis

Influencing stakeholders

Clear writing

Data interpretation

Cross-team collaboration

Education

Five+ years in complaints / CX / insights

Tools

Medallia

Job description

Chubb Life Insurance New Zealand is seeking a Customer Voice Lead to unify complaints insights, NPS metrics, and risk feedback into a single view that drives change across product, pricing, technology and operations. You will own the complaints process for complex cases, identify patterns, and influence senior leaders to close gaps that affect vulnerable customers.

The role is permanent, full-time, with hybrid work in Wellington or Auckland.