Customer Voice Lead

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

About the role

Here at Chubb Life NZ we are on a journey to be number one in market. Getting there takes more than resolving complaints well. It means understanding why they keep happening and solving at the root cause.

That's what this role is for. As Customer Voice Lead you'll pull together complaints, NPS and rNPS, Medallia feedback, claims friction, QA, vulnerable customer data, Internal Audit and Risk Assurance results into one clear view of where customers are getting stuck. Then you take it to the business and get things changed.

We’re seeking someone who reads a complaint and asks what caused it, who else it's happening to, and what needs to change so it doesn't happen again.

You'll still own the complaints process and manage the complex cases yourself, including IFSO submissions, while stepping back to see the patterns behind them.

You'll need to influence product, pricing, technology and operations teams who don't report to you. And you'll be judged on fewer repeat issues and visible change, not how many cases you close.

Location:Wellington or Auckland (Takapuna)

Role TypePermanent Full Time, but if you need different hours, let’s talk

Work StyleHybrid

What you'll own

• 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

What success looks like

• The same complaints stop coming back


• Teams across the business know where customers are getting stuck, and act on it


• Fixes are designed with the business and tracked through to donei>
  
• One complaints framework that every team uses, with no cases lost between handovers


• Frontline staff capture what customers tell them and raise issues early


• Leaders can point to changes made because of customer feedback