Customer Experience Improvement Lead
nib Group
About the role | He Aha Te Tūranga
This a full time, Parental Leave Fixed Term Contract for 6 months.
As the Customer Experience Improvement Lead, you will enable nib to become a truly customer-centric, digitally enabled organisation by continually improving the end-to-end experience for our members, healthcare providers, Group clients and advisers.
In this role, you will be responsible for driving meaningful improvements across the customer experience and operational performance. A key focus will be increasing customer advocacy, as measured by improved NPS, while enhancing overall business efficiency through the delivery of targeted improvement initiatives informed by data and insights.
You will play a critical role in boosting team productivity through process re-engineering, reducing failure demand, and strengthening the complaints management framework to ensure faster, fairer, and more consistent resolution outcomes.
About you | Ko Wai Koe
We're seeking a change professional with experience delivering digital and customer experience improvements in a cross-functional environment.
You bring hands-on experience implementing change in an omni-channel setting and using customer feedback to drive improved NPS and satisfaction. You're also skilled in mapping end-to-end journeys and leveraging surveys and insights to deliver meaningful, customer-led outcomes.
You'll bring:
- Prior experience in, or experience partnering with, businesses in the health industry is highly desirable
- Accountability for ideas from inception to delivery, in an environment that requires robust metrics to confirm success
- Excellent verbal and written communication skills and the ability to interact professionally and influence a diverse group of partners, senior managers, and subject matter experts
- Strong analytical, project and product management skills, including a thorough understanding of how to interpret business needs and translate them into operational requirements.
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!
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
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.
Next steps: If successful, you will receive an email from Sapia.ai inviting you to complete an online, chat‑ based assessment.