Customer Voice 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

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.

Job Description

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 Type Permanent Full Time, but if you need different hours, let’s talk

Work Style Hybrid

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 done
• 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

Qualifications

What you’ll bring

• A track record of fixing problems at the source and getting other teams to change
• The ability to turn messy data into root causes senior people act on
• 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

Nice to have

• Time in a dedicated VOC, CX advocacy or customer intelligence role
• Experience with Medallia or another NPS or VOC platform
• Knowledge of the NZ insurance regulatory environment and IFSO processes

If you've handled the hard complaints and wondered why the same ones keep coming back, we'd like to hear from you.

Why join us

• Join a business with ambition, energy, and a clear direction
• Grow your career in an environment where contribution is recognised and strong performance matters
• Bullet points relative to this role

What We Offer

• Flexible & Hybrid working
• Group Life, Trauma, Income, Healthcare and Travel Insurance
• Additional annual leave
• Kiwisaver paid on top of base salary
• Annual Bonus
• Stock Purchase options
• Wellbeing subsidy and partner discounts
• Endorse my cause & payroll giving

How We Work

Our values shape how we work and what we look for in our people:

• Teamwork we back each other and work together to get the best outcome
• Integrity we do the right thing and hold ourselves to high standards
• Customer focus we keep customers at the heart of our thinking and decisions
• Exceed we aim high, move with purpose, and deliver beyond expectations
• Respect we value people, perspectives, and the contribution everyone brings

About Chubb Life NZ

Chubb Life Insurance New Zealand Limited is one of the country’s leading life insurers. Formerly known as Cigna, we’ve been operating in New Zealand for more than a century and are committed to being there for our customers when they need us most.

Learn more about Life at Chubb

Applications are reviewed as they are received, and as such, the role may close prior to the deadline date.

#ChubbLifeNewZealand