Customer Insight & Friction Lead

Chubb Life; Wellington; Hybride; NZD 110 000 - 170 000; Plein temps

Avantages offerts par ce poste

Group Life Insurance

Health & Life Insurance

Annual Bonus

Kiwisaver

Résumé du poste

Chubb Life NZ seeks a Customer Voice Lead to unite complaints, NPS, Medallia feedback, claims friction, QA and audit results into a single view and drive change across product, pricing, technology and operations.

You'll own the complaints process, manage complex cases through IFSO, identify vulnerable customers and influence senior teams to reduce repeat issues, enhance experiences and outcomes.

Qualifications

• Five or more years in complaints, customer experience and insights, ideally in financial services.
• Experience taking complex complaints through IFSO, FSCL or the Ombudsman.
• Clear, empathetic writing and the confidence to influence senior stakeholders.
• A sound understanding of customer vulnerability and fair outcomes.

Responsabilités

• Build one view of customer friction from complaints, NPS, Medallia, claims, QA and audit results.
• Find the patterns and root causes behind repeat complaints.
• Work with teams to fix them and track it through to done.
• Report insights and clear recommendations to senior leaders.
• Own the complaints process and manage complex cases through to IFSO.
• Make sure vulnerable customers are identified and looked after.

Description du poste

Chubb Life NZ seeks a Customer Voice Lead to unite complaints, NPS, Medallia feedback, claims friction, QA and audit results into a single view and drive change across product, pricing, technology and operations.

You'll own the complaints process, manage complex cases through IFSO, identify vulnerable customers and influence senior teams to reduce repeat issues, enhance experiences and outcomes.