Process Innovation Lead

Tower Insurance; Auckland; Hybrid; NZD 110,000 - 160,000; Full time

Benefits offered by this job

26 weeks of paid parental leave

Birthday leave

22 days annual leave

Wellness leave

Career growth and progression

Flexible working

Modern office in Auckland

Discounts on Tower insurance products

Free life insurance

Job summary

Tower Insurance is seeking a Process Innovation Lead to drive end-to-end process reviews, remove complexity and deliver simpler, smarter ways of working across the business.

You'll partner with leaders, process owners and delivery teams to understand current flows, identify waste, and translate insights into practical improvements that reduce effort, improve efficiency and risk management, while enhancing customer experiences.

Qualifications

• Strong experience in process improvement, process innovation, transformation, operational excellence or service design.
• Confidence leading end-to-end process reviews and turning complex business problems into clear, practical recommendations.
• Strong facilitation, coaching and influencing skills, including the ability to constructively challenge senior leaders and teams.

Responsibilities

• Lead end-to-end process reviews that simplify how work moves across teams, systems, partners and customer journeys.
• Define the problem, prioritise opportunities and design future-state processes that are clear, scalable and easy to follow.
• Use data, insight and practical improvement methods to identify waste, duplication, manual effort, risk and pain points.
• Coach and support teams to build their own process capability, ensuring improvements are understood, adopted and sustained.

Skills

Process improvement

Data-driven

Stakeholder engagement

Coaching

Facilitation

Transformation

Problem solving

Job description

As a proud Kiwi born and bred insurer, we pride ourselves in challenging status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa.

At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work.

At Tower, we're always looking for better ways to support our people, partners and customers. As our Process Innovation Lead, you'll be at the centre of that work - helping us rethink how things are done, remove unnecessary complexity and create simpler, smarter ways of working across the business.

This is an enterprise-wide role where you'll partner with leaders, process owners and delivery teams to understand how work flows today, where it gets harder than it needs to be, and what needs to change. You'll bring structure, curiosity and commercial judgement to help turn insight into practical improvements that reduce effort, improve efficiency, manage risk and create better experiences.

Your day-to-day would look like:

In this role, you'll look for opportunities to use data, automation, digitisation and AI to improve speed, quality, consistency and the user experience. Your focus will be on making sure improvements are practical, measurable and sustainable.

• Lead end-to-end process reviews that simplify how work moves across teams, systems, partners and customer journeys.
• Work with leaders and process owners to define the problem, prioritise opportunities and design future-state processes that are clear, scalable and easy to follow.
• Use data, insight and practical improvement methods to identify waste, duplication, manual effort, risk and customer or employee pain points.
• Coach and support teams to build their own process capability, so improvements are understood, adopted and sustained over time.

To thrive in this role, you'll need:

You'll likely come from a background where you've worked across complex environments, joined the dots between people, process, systems and customer outcomes, and helped teams make meaningful change. You'll be comfortable working with ambiguity, asking the right questions and bringing people with you as you move from insight to action.

• Strong experience in process improvement, process innovation, transformation, operational excellence or service design.
• Confidence leading end-to-end process reviews and turning complex business problems into clear, practical recommendations.
• Strong facilitation, coaching and influencing skills, including the ability to constructively challenge senior leaders and teams.
• A curious, practical and future-focused mindset, with the discipline to turn ideas into measurable outcomes.

We invest in you.

We're serious about looking after our people. Along with a competitive salary, we offer a bunch of perks and benefits to support you and celebrate the work you do:

• 26 weeks of paid parental leave for the primary carer and 4 weeks for partners
• A paid day off on your birthday
• 22 days annual leave, plus two extra annual leave days and the option to buy up to eight more
• Wellness leave
• Career growth and internal progression opportunities
• Flexible working and a beautiful, modern office in Auckland
• Discounts on Tower insurance products
• Free life insurance