Customer Experience Lead

About nib | Ko Wai M­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­ātou

Here at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance.

We believe in "challenging the status quo" and admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our 'future state' strategy. Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team with the following benefits:

• Free health, life, income protection insurance + discounts for family members
• Hybrid work environment: work from home and the Auckland office
• Join a supportive and dedicated team where you can develop and enhance your career
• An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents
• Short term incentive programmes

About the role | He Aha Te Tūranga

This role sits in our OrbitProtect business, which offers insurance plans designed to provide comprehensive cover for New Zealand bound international students, workers, non-NZ residents, visitors on working holiday visas, and seasonal workers.

As the Customer Experience Lead, you will be responsible for providing comprehensive support to the CX and Delivery Manager. This includes coordination of all phases of a project and/or initiatives; from initiation, planning, monitoring, and successful delivery. Alongside this, you'll take ownership of day-to-day marketing activity that strengthens OrbitProtect's brand presence and drives growth.

Additionally, a key facet of this role involves the coordination and management of Marketing activities. This encompasses a range of responsibilities, such as:

• Map and optimise end-to-end customer journeys to identify and address improvement opportunities
• Translate business needs into user-focused designs, wireframes and process improvements
• Lead user testing and manage issue resolution
• Maintain project documentation across key platforms (e.g. SharePoint, Jira, Confluence)
• Support change delivery to ensure smooth adoption of new processes and systems
• Deliver marketing initiatives, including EDMs, digital campaigns and brand activity
• Partner with stakeholders to align initiatives to sales, customer and brand objectives
• Coordinate events, campaigns and cross-functional initiatives end-to-end
• Manage timelines, budgets and external partners to ensure quality delivery

About you | Ko Wai Koe

You're a customer-first thinker with a strong understanding of both customer experience and marketing, and you know how to turn insights into action. You create seamless experiences that improve customer satisfaction, strengthen loyalty, and support business growth.

You bring proven experience working in cross-functional initiatives and projects from concept through to delivery, particularly across customer experience and marketing. You're confident managing timelines, stakeholders, priorities, and competing business needs while keeping customer outcomes at the centre of every decision. This includes working closely across teams such as IT, Operations, Legal, external agencies, and other key business partners to ensure successful delivery and alignment across the organisation.

With a strong focus on brand and customer outcomes, you're comfortable leading events and activations, building effective relationships with suppliers and subject matter experts, and supporting initiatives that position OrbitProtect as a preferred provider in the inbound travel market.

Furthermore, we're looking for:

• Experience in CX, Marketing and/or Project Coordination (preferred)
• Ability to travel to other nib offices, as required for stakeholder engagement and project activities
• Interpersonal and communication skills
• Ability to work independently, prioritise and exercise discretion
• A broad knowledge of inbound travel insurance (preferred)
• A broad knowledge of Miro and Jira (desired)
• Experience in financial services (desired)

If you're ready to step into a role that will challenge and reward you daily and provide an opportunity to build on your career, then please apply today!

Diversity, equity and inclusion | Te kanorau me te whakaurunga

We embrace an inclusive working environment. We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate.

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another.

Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you.

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment .