Rewards Operations Specialist

Southern Cross Medical Care Society; New Zealand; Hybrid; NZD 70,000 - 95,000; Full time

Benefits offered by this job

Wellbeing leave

Health insurance

Life insurance

Discounts on pet & travel insurance

Hybrid work environment

Volunteer day

Job summary

Southern Cross Health Insurance is seeking a Rewards Operations Specialist to lead day-to-day operations and improvements of our rewards programme for New Zealand members. You will configure offers and campaigns in the rewards platform, serve as an escalation point for frontline teams, and build deep expertise to support others.

You’ll work with Customer Service, Marketing, Partnerships and technology to deliver reliable member experiences.

Qualifications

• Experience configuring software platforms with offers, campaigns or content setup (CRM, loyalty, marketing).
• Customer service or engagement experience, able to investigate complex queries.
• Strong organisational skills and attention to detail.

Responsibilities

• Configure and maintain rewards offers, campaigns and earning mechanics in the rewards platform.
• Act as the escalation point for front-line teams, investigating complex rewards queries and resolving issues.

Skills

Platform configuration

CRM

Marketing automation

Loyalty programme

Customer service

Data reporting

Cross-functional collaboration

Attention to detail

Stakeholder management

Tools

CRM system

Loyalty platform

Campaign software

Job description

About us

Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do — delivering exceptional value for our members and creating an environment where our people thrive.

Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do — and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

About the role

This is an exciting opportunity to help bring a new wellbeing rewards experience to life for Southern Cross members.

As our Rewards Operations Specialist, you'll be at the centre of the day-to-day operation and continuous improvement of our rewards programme. You'll help ensure offers, campaigns, platform configuration, partner inputs and operational processes work seamlessly, giving our members a reliable and rewarding experience.

This is a varied, hands-on role where you will:

• configure and maintain rewards offers, promotional campaigns and earning mechanics within the rewards platform
• act as the trusted escalation point for front-line teams, investigating more complex rewards queries and helping resolve issues quickly and fairly
• build strong subject matter expertise in the rewards platform and support others to understand its functionality and capabilities
• work across Customer Service, Marketing, Partnerships and technology teams to turn agreed offers into well-executed member experiences
• monitor catalogue and campaign performance, maintain data integrity and identify issues or opportunities for improvement
• support requirements, testing, documentation, backlog items and smaller feature enhancements
• provide insights and operational feedback that help shape the ongoing rewards product roadmap.

The role acts as a conduit between Member Services and the rewards team, resolving escalated issues rather than communicating directly with members. It also requires strong attention to detail when configuring the activities through which members can earn points and the promotional offers connected to rewards partners.

About you

You'll enjoy bringing structure to moving parts, building expertise in how systems work and solving problems that improve the customer experience. You're comfortable operating across different teams and can translate requirements into accurate, practical outcomes.

You’ll bring:

• experience working with a software platform involving configuration, campaign or content set-up, such as a CRM, marketing automation, loyalty or similar system
• customer service or customer engagement experience, with the ability to investigate and resolve complex queries
• strong organisational skills and excellent attention to detail
• confidence working with data, reporting and documentation to identify issues and improvement opportunities
• the ability to build effective working relationships and coordinate delivery across multiple teams
• a customer-centric mindset and focus on fair, measurable outcomes

Experience with loyalty or rewards programmes would be advantageous, but it isn’t essential. We’re also interested in people who have developed transferable platform, campaign and customer experience skills.

An interest in wellbeing, loyalty, rewards or behaviour-change programmes will help you connect with the purpose of the role and the experience we want to create for our members.

Our values: who we are and what's important to us

Ngākau nui. Āhurutanga. Tikanga.

Join a team that’s always there, always real, always true. If you thrive in a purpose-driven, diverse and supportive culture, we think you’ll love working with us.

What we offer you

• five days of wellbeing leave per year, pro-rated for part-time employees
• health insurance for you and your immediate whānau
• life insurance cover and discounts on pet and travel insurance
• additional parental leave benefits and financial wellbeing support
• the ability to participate in our workplace wellbeing programme

But that’s not all. If you need more time to support your whānau, we offer work-life balance, a hybrid environment and an annual volunteer day to spend with your team contributing to a cause or community of your choice.

This role is Auckland based, and while we appreciate interest from candidates in other locations, we’re unfortunately unable to consider fully remote options for this position.

We are proud to have taken the Pride Pledge, reflecting our commitment to inclusion and belonging. We also facilitate an active, employee-led Diversity, Equity and Inclusion Forum, which includes our Rainbow Network, Māori Network, Pasifika Collective, and Ne