Customer Insight Lead: Drive Root-Cause Change (Hybrid)

Chubb European Group Ltd.; Auckland; Hybrid; NZD 120,000 - 170,000; Full time

Job summary

Chubb Life NZ is seeking a Customer Voice Lead to integrate complaints, NPS, Medallia feedback, and risk results into a single view of where customers are getting stuck. You’ll influence product, pricing, technology and operations to deliver visible change, not just close cases.

Location: Wellington or Auckland (Takapuna). This permanent, full-time role offers a hybrid work style and the opportunity to reduce repeat issues by identifying root causes and driving cross-functional improvements.

Responsibilities

• 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

Job description

Chubb Life NZ is seeking a Customer Voice Lead to integrate complaints, NPS, Medallia feedback, and risk results into a single view of where customers are getting stuck. You’ll influence product, pricing, technology and operations to deliver visible change, not just close cases.

Location: Wellington or Auckland (Takapuna). This permanent, full-time role offers a hybrid work style and the opportunity to reduce repeat issues by identifying root causes and driving cross-functional improvements.