Customer Experience Owner

Kia ora, Talofa lava, Kia Orana, Malo e lelei, Fakalofa lahi atu, Bula Vinaka and Namaste!

Location: ASB C:Drive, Albany, Tāmaki Makaurau Auckland

Mō Mātou | About Us

At ASB, we are more than a bank. We are a purpose-led organisation that helps people, communities, and our environment thrive together.

Our values of Courage, Care, and Curiosity guide us to challenge the status quo, genuinely care for those we work with and serve, and always look for new ways to improve.

As one of Aotearoa’s most trusted banking partners, we offer the scale and stability of a large organisation while recognising and valuing each person’s contribution.

Mō te Tūranga | About the Role

As a Customer Experience Owner (CXO), you’ll lead agile squads to design and deliver customer-centric solutions using Pega and other enterprise platforms. You’ll drive digital transformation, champion innovation, and ensure the customer voice is central to everything we do.

Key Responsibilities

• Lead cross-functional teams to deliver business value and improve customer journeys
• Prioritise and manage backlogs, epics, and features aligned with ASB’s strategy
• Represent the customer in all squad activities and decisions
• Collaborate with stakeholders across technology, digital, and operations
• Drive continuous improvement, innovation, and agile ways of working
• Ensure delivery meets risk management, compliance, and quality standards
• Translate business needs into funding and capability requests
• Measure and communicate outcomes aligned to Tribe goals and OKRs
• Enable frontline and back-office teams through workflow automation

Ngā Pūkenga | About You

You’re a strategic leader with a passion for delivering outstanding customer experiences. You thrive in agile environments, confidently challenge the status quo, and bring people together to drive meaningful change.

Key Skills And Experience

• Proven experience in customer experience, digital, or technology roles
• Strong stakeholder management and influencing skills
• Technical understanding of software, enterprise platforms, and workflow automation
• Excellent communication, problem-solving, and decision-making abilities
• Skilled at prioritising, planning, and delivering work in agile teams
• Calm, resilient, and adaptable under pressure
• Experience with Pega Case Management or similar technology (desirable)
• Experience leading delivery across multiple regions (desirable)

He aha tā mātou | What can we offer

Get the work-life equation right. We know life is full of priorities, from soccer practice to side hobbies. We're here to help you find balance, with a flexible and supportive working environment.

What's important to you is important to us. We support your wellbeing in meaningful ways, including comprehensive health insurance, wellness initiatives, parental and flexible leave, and customisable benefits to suit your lifestyle.

Bring your whole self to work every day. Whether you're into scrap booking, spontaneous karaoke sessions, or just hanging out with the family, ASB is working hard to create a culture where everyone feels safe, included and part of our shared purpose of helping Kiwi get one step ahead.

The whole "one step ahead" thing applies to you, too. With mentorship, flexible learning pathways, and opportunities to deepen your expertise, ASB is a place where you can take on exciting challenges and step forward to reach your goals, both in and out of office.

Me pēhea te tona | How to apply?

We know great people come from all sorts of backgrounds, and you don't need to tick every box to apply. What matters most is you bring your unique strengths and enthusiasm to the team.

To be considered, all applications need to go through our online career channels and will be treated with confidentiality. Check out the position description to find out more.

We appreciate the time and effort you put into applying and will keep you updated throughout the process.