Senior Customer Engagement Lead

Randstad Group; Auckland; Hybrid; NZD 150.000 - 190.000; Vollzeit

Zusammenfassung

Randstad Group is seeking a Senior Customer Engagement Lead to be embedded onsite with a major partner in Auckland. The role blends product ownership with strategic programme leadership to deliver a personalised digital engagement platform.

With 7+ years in product ownership or digital customer experience in payments/fintech, you will own the roadmap, prioritise use cases, and collaborate across multiple client teams. The contract is 23 months and hybrid in Auckland CBD.

Qualifikationen

• Experience leading product ownership or programmes in customer engagement and digital platforms.
• Strong ability to translate strategy into measurable product requirements and backlogs.
• Proven stakeholder leadership across multidisciplinary teams in enterprise environments.

Aufgaben

• Roadmap & Strategy Ownership: drive direction for the personalisation platform aligned with client priorities.
• Use Case Prioritisation & Delivery: translate journeys into use cases and actionable backlog.
• Data-Led Customer Insights: uncover patterns to guide propositions and engagement triggers.
• Commercial Impact & Measurement: design and monitor performance frameworks with key metrics.
• Governance & Enterprise Alignment: establish governance and release criteria across complex environments.
• Cross-Functional Orchestration: coordinate across Digital, Marketing, CRM, Analytics, Technology, Loyalty/Rewards, Risk/Compliance.
• MarTech Ecosystem Integration: align with PEGA, Braze, and related platforms.
• Experimentation Cadence: drive iterative test-and-learn from pilots to releases.

Kenntnisse

Customer Engagement

Product Ownership

Personalisation

Digital Strategy

Programme Leadership

CRM

MarTech

Roadmap

Moneythor

Stakeholder Management

Ausbildung

Associate Degree/Diploma

Relevant certifications

Jobbeschreibung

The Company

Our client is an established payments and financial technology organization that connects consumers, businesses, and financial institutions. Through an embedded delivery model, their implementation specialists work directly alongside client teams to turn digital transformation strategies into scalable, high-impact experiences.

The Role

As a Senior Customer Engagement Lead, you will be embedded on-site with a major partner in Auckland. Acting as a hybrid product owner and strategic programme leader, you will take end-to-end ownership of an advanced digital customer personalisation and engagement platform capability. Your primary objective will be translating strategic relationship goals into a prioritised roadmap of high-converting, personalized digital touchpoints.

Key responsibilities include:

• Roadmap & Strategy Ownership: Driving the overall product and programme direction for the personalisation platform, keeping delivery tightly aligned with the client's strategic priorities.
• Use Case Prioritisation & Delivery: Translating strategic customer journeys and client business goals into well-defined use cases, measurable product requirements, and an actionable delivery backlog.
• Data-Led Customer Insights: Uncovering behavioral patterns and friction points across the customer lifecycle through data analysis to guide new propositions and automated engagement triggers.
• Commercial Impact & Measurement: Designing and monitoring performance frameworks, using conversion rates, digital engagement, and customer behavior metrics to guide ongoing release priorities.
• Governance & Enterprise Alignment: Establishing governance, approvals, and release criteria across complex enterprise environments to maintain a predictable delivery cadence.
• Cross-Functional Orchestration: Coordinating closely across Digital, Marketing, CRM, Analytics, Technology, Loyalty/Rewards, and Risk/Compliance client teams to unblock dependencies early (including APIs, data pipelines, customer consent, and privacy).
• MarTech Ecosystem Integration: Establishing a cohesive operating model and clear ownership boundaries alongside adjacent platforms such as next-best-action decisioning engines and messaging hubs (e.g., PEGA, Braze).
• Experimentation Cadence: Driving an iterative test-and-learn rhythm, progressing from pilot use cases into continuous testing, refinement, and structured releases.

Key Requirements

• Experience: 7+ years of experience spanning product ownership, programme delivery, or digital customer experience—preferably within payments, fintech, or large-scale consumer digital platforms.
• Roadmap & Prioritisation: Demonstrated ability to manage complex backlogs, balancing customer value, commercial ROI, risk, and technical feasibility.
• Delivery Acumen: Proven track record in translating high-level client business strategy into granular functional specifications and quantifiable success metrics.
• Stakeholder Leadership: Proven success managing and aligning multidisciplinary teams across business, engineering, data science, and marketing inside complex enterprise structures.
• Governance & Commercial Rigour: Experience moving major digital initiatives through rigorous enterprise approval processes, supported by strong commercial acumen and ROI tracking.
• Platform Exposure (Advantageous): Prior hands‑on familiarity with customer engagement, personalisation, or automated decisioning engines (e.g., Moneythor, PEGA CDH, Braze, Salesforce Marketing Cloud, Adobe).
• Working Style: Highly proactive, collaborative, and adaptable, with the executive presence to thrive in a consulattive model.

This is a 23-month fixed-term contract based in Auckland CBD, working within a hybrid arrangement (minimum 3 days per week in the office).

skills

Customer Engagement, Product Owner, Personalisation, Digital Strategy, Programme Leadership, CRM, MarTech, Roadmap, Moneythor, Stakeholder Management

qualifications

• Relevant certifications

education

Associate Degree/Diploma

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all. We actively encourage applications from any background.