Customer Voice Lead

Chubb Life; Wellington; Hybrid; NZD 110,000 - 170,000; Full time

Benefits offered by this job

Group Life Insurance

Health & Life Insurance

Annual Bonus

Kiwisaver

Job summary

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.

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

Base salary + KS + bonus + health & life insurance

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

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.

What we offer

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

https://www.chubb.com/nz-en/about-chubb/chubb-life-in-new-zealand/join-us.html

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

Unlock job insights

Hirer responsiveness Salary match Number of applicants

Chubb Life Insurance New Zealand Limited is one of Aotearoa's leading life insurance providers, with offices in Auckland, Wellington and Christchurch.

We aim to be New Zealand's employer of choice, where diverse talent thrives in a digitally-enabled environment, led by inspiring leaders who are sought out as the industry standard of excellence.

We offer life, income, critical illness, funeral and business insurance products through our network of Independent Financial Advisers and business partners, and best-practice direct marketing.

We've been paying claims right here in New Zealand for more than a century and are committed to being there for our customers when they need us most.

Chubb Life Insurance New Zealand Limited is one of Aotearoa's leading life insurance providers, with offices in Auckland, Wellington and Christchurch.

We aim to be New Zealand's employer of choice, where diverse talent thrives in a digitally-enabled environment, led by inspiring leaders who are sought out as the industry standard of excellence.

We offer life, income, critical illness, funeral and business insurance products through our network of Independent Financial Advisers and business partners, and best-practice direct marketing.

We've been paying claims right here in New Zealand for more than a century and are committed to being there for our customers when they need us most.

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