Senior Customer Experience Manager

Ko mātou tēnei | This is Us

We have an opportunity for a kiritaki (customer) focussed product professional to join our wider Customer, Products and Services (CP&S) tīma (team) as Senior Customer Experience Manager.

This is an exciting opportunity to be part of key transformation journeys to help shape the future state customers experience through data and new capability.

Mō te Tūranga | About the Role

We sat down with our Head of ACER, and she let us know the following about the tūranga (role).

What are 5 day to day tasks the person in this role will complete?

• Lead and facilitate design workshops to communicate current and intended future state experiences.
• Fully understand the experience of key Consumer segments and provide direction on areas of focus .
• Lead initiatives to develop the approach for key customer propositions, customer lifecycle management and inform customer-centred initiatives across the Consumer segment .
• Deliver best practice customer experience and Human Centred Design techniques, working end-to-end across all channels and touchpoints .
• Contribute to the identification of opportunities to increase acquisition, entrenchment, retention, advocacy and reduce customer complaints.

What is the most exciting thing about this opportunity?

This role will strengthen, optimise and transform our customer and colleague experiences! You will apply design thinking frameworks, conduct customer research and analyse a range of customer data sources to generate customer insights to support the development of customer propositions across multiple workstreams.

What projects / work will the candidate be working on now and into the next year?

Working across multiple work streams, projects and initiatives, you will apply design research and analyse a range of customer data sources to generate customer insights to support the development of customer propositions.

What is the tīma culture and environment like?

We have a very open and inclusive tīma. We're knowledgeable and also looking to share and develop our experiences.

What attributes will this person display in order to be successful in this tūranga?

We are looking for someone who is kiritaki obsessed and are skilled at building strong working relationships across the bank! You will also have:

• Customer experience design (Design Thinking / Human Centred Design) including customer journey mapping and design research
• Strong research skills with the ability to leverage a number of data sources to provide actionable insights to drive changes across key performance metrics.

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand

Applications for this vacancy close on Tuesday 2 June 2026. We review applications as they are received and may close advertising early.