Customer Insight & Friction Lead

Chubb Life Insurance New Zealand; Wellington; Hybride; NZD 95 000 - 135 000; Plein temps

Avantages offerts par ce poste

Flexible & Hybrid working

Insurance and health cover

Annual bonus

Kiwisaver

Wellbeing subsidy

Payroll giving

Résumé du poste

Chubb Life Insurance New Zealand Limited is seeking a Customer Voice Lead to consolidate complaints, NPS and feedback into a single view, identify root causes, and drive change with product, pricing, technology and operations teams. You’ll own the complaints process for complex cases and identify vulnerable customers to ensure fair outcomes.

The role is hybrid, based in Wellington or Auckland, permanent full-time, with flexibility in hours.

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.
• 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.

Connaissances

Problem solving

Data to root causes

Complaints management

Stakeholder influence

Empathetic writing

Vulnerability understanding

Description du poste

Chubb Life Insurance New Zealand Limited is seeking a Customer Voice Lead to consolidate complaints, NPS and feedback into a single view, identify root causes, and drive change with product, pricing, technology and operations teams. You’ll own the complaints process for complex cases and identify vulnerable customers to ensure fair outcomes.

The role is hybrid, based in Wellington or Auckland, permanent full-time, with flexibility in hours.