Process Innovation Lead

Tower; Auckland; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Parental leave: 26 weeks

Birthday day off

Annual leave 22 days + 2 extra days +

Wellness leave

Career growth

Flexible working

Office in Auckland

Discounts on Tower products

Free life insurance

Job summary

Tower in Auckland is seeking a Process Innovation Lead to rethink how work moves across the business, remove unnecessary complexity and create simpler, smarter ways of working.

You will partner with leaders, process owners and delivery teams to identify opportunities, design future-state processes that are scalable, and turn insights into practical improvements that reduce effort, improve efficiency and customer outcomes.

Qualifications

• Strong experience in process improvement and transformation across complex environments.
• Ability to turn insights into practical, measurable improvements.
• Excellent facilitation and influencing skills, with senior stakeholders.

Responsibilities

• Lead end-to-end process reviews to simplify work across teams, systems and journeys.
• Define problems with leaders, prioritise opportunities and design clear, scalable future-state processes.
• Use data and insights to identify waste, risk and pain points and propose practical solutions.
• Coach teams to adopt and sustain new process capabilities.

Skills

Process improvement

Process innovation

Transformation

Operational excellence

Service design

Facilitation

Coaching

Influencing

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