Head of Client Experience

Aon; Auckland; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Competitive base salary plus annual incentive

Continuous learning and professional development opportunities

Health and Life Insurance, plus Income Protection options

Employee Assistance Programme (EAP) services

Job summary

Aon is seeking a talented individual for the Retention Leadership role in Auckland, New Zealand. You’ll lead strategies to enhance client engagement and reduce churn, working closely with cross-functional teams to ensure seamless client experiences. Your role will significantly impact the company's success and client relationships.

The role requires expertise in business development and a strong understanding of client management, particularly in the insurance sector. You will champion Aon's values in a collaborative and innovative environment.

Qualifications

• Significant experience in business development, growth, or account management.
• Proven client leader with a track record in client retention.
• Experience managing client lifecycle and conducting client interviews.

Responsibilities

• Design enterprise-wide retention frameworks for key clients.
• Partner with leadership to identify churn risk and support interventions.
• Lead off-boarding programmes and analyze exit insights.

Skills

Business development

Client engagement

Cross-functional collaboration

Client lifecycle management

Data analysis

Adaptability

Insurance knowledge

Job description

Retention Leadership

We all know life can change in an instant and Aon are here to help and support you through it. Aon is a leading insurance broker who are about doing things right by you. Our brokers provide the clarity and confidence you need to make insurance decisions.

About The Role

In this role, you’ll take the lead in shaping and delivering strategies that keep our clients engaged and loyal, reducing churn and driving long-term relationships across the SME and Commercial segments.

You’ll work closely with Retail leaders, client managers, product and placement teams to:

• Identify at‑risk clients early and enable proactive retention interventions
• Strengthen our end‑to‑end client lifecycle from onboarding through to renewal and, where necessary, off‑boarding
• Use data, insights, and client feedback to continuously improve our retention approach and client experience

This is a role where you’ll have real visibility and impact – influencing teams across the business and shaping how we show up for our most valued clients.

About You

We’re after someone who’s commercially savvy and genuinely client‑focused – someone who loves tackling churn and retention challenges using both data and human insight. You’ll feel confident working with senior leaders, influencing decisions, and growing in a fast‑paced, results‑focused environment.

We’re Looking For Someone Who Can Bring

• Significant experience in business development, growth, account management, or a related B2B role – ideally within SME and/or commercial business environments
• Proven client leader, with a proven track record in engaging and retaining clients
• Experience working cross‑functionally with sales, product, marketing and operations to deliver seamless client experiences
• Hands‑on experience managing the client lifecycle (onboarding, engagement, renewal, off‑boarding)
• Experience conducting client interviews, exit surveys and root‑cause analysis to understand drivers of churn
• Experience working in fast‑paced, growth‑focused environments where adaptability and continuous improvement are critical
• Strong understanding of New Zealand insurance legislation, regulatory frameworks and compliance obligations

Key Responsibilities

• Design and govern enterprise‑wide retention frameworks that safeguard key client relationships
• Partner with Retail leadership and account management to identify churn risk and support timely, targeted interventions
• Lead structured off‑boarding programmes and root‑cause analysis to turn exit insights into future retention strategies
• Use executive‑level dashboards and client health metrics to surface early indicators of risk and inform decision‑making
• Provide clear, consistent communication to key collaborators on retention performance, risks, and initiatives
• Identify market trends and client risks and convert these into actionable retention and growth strategies

Client Leadership

• Partner with Retail leadership and client managers to develop and implement tailored retention plans that align with client needs and Aon’s commercial objectives
• Lead cross‑functional collaboration to deliver seamless, high‑value client experiences
• Ensure solutions meet or exceed regulatory requirements, internal standards, and client expectations

Financial Leadership

• Drive achievement of functional targets for client retention
• Contribute to growth targets by supporting upsell and cross‑sell initiatives in partnership with commercial and sales teams
• Provide client and portfolio insights to support strategic financial and business decisions

Self & Enterprise Leadership

• Role‑model a strong health, safety and wellbeing culture and constructive risk management practices
• Promote a culture of inclusion and respect where clients and colleagues feel valued and understood
• Champion Delivering Aon United, bringing the Aon Story and 3x3 strategy to life in the NZ business
• Act as an Aon brand ambassador with clients, carriers, regulators and other key parties.

Our Values

We don’t just talk about better ways of working—we live it, every day. At Aon, we are:

• Committed – to our purpose, our clients, and doing the right thing as one firm
• United – as one inclusive, diverse team that’s greater than the sum of our parts
• Passionate – about making our colleagues and clients successful and continuously improving how we deliver for them

What’s On Offer?

This is a great chance to take the lead on shaping our retention strategy for a key growth segment, working closely with senior leaders and teams across Aon New Zealand and the wider APAC region.

You’ll be part of a supportive, inclusive culture that values collaboration, development and wellbeing – and join a global firm with the scale, tools and expertise to make a real difference for our clients.

Other Benefits Include

• Competitive base salary plus annual incentive
• Continuous learning and professional development opportunities
• Health and Life Insurance, plus Income Protection options
• Employee Assistance Programme (EAP) services

Aon values an innovative, diverse workplace where all colleagues feel empowered to be themselves. Aon is proud to be an equal opportunity workplace.

Aon provides equal employment opportunities to all employees and applicants for employment without regard to race, religion, sexual orientation, gender identity, national origin, age, disability, marital, domestic partner status, or other legally protected status.

We welcome applications from all and provide individuals with disabilities with reasonable adjustments to participate in the job application, interview process and to perform essential job functions once onboard. If you would like to learn more about the reasonable accommodations we provide, email [e-mail]