Research Lead - Customer Experience

LIC is a farmer-owned co-operative that’s been supporting herd improvement in New Zealand’s dairy sector for more than 115 years. We’re focused on providing superior genetics, reliable testing and diagnostics, integrated on-farm software, and great customer service, all designed to help farmers make smarter decisions every day.

As a proud generational co-operative, we’re here for farmers, their families, and rural communities, not just for today, but for the future. And none of it happens without our people. Whether on farm, in the lab, or behind the scenes, every one of us plays a part in helping New Zealand farmers succeed.

Your Role

In this newly created role, reporting to the Experience Design Manager, you’ll shape and elevate customer experiences across every LIC customer touchpoint—turning insight into action and delivering meaningful, measurable outcomes.

This is a hands-on, high-impact role where you’ll blend strategy, design, and delivery to create seamless, customer-centred experiences that make a real difference.

Your Key Focus

• Design and deliver customer experiences that are simple, consistent, and impactful
• Translate customer insights into practical solutions that improve satisfaction and loyalty
• Apply human-centred design and Design Thinking to solve real customer problems
• Map and optimise end-to-end journeys to reduce friction and enhance the experience
• Identify opportunities for improvement and drive initiatives that deliver measurable results
• Collaborate with cross-functional teams to embed customer thinking into everyday decisions
• Test, learn, and iterate—continually improving experiences based on insight and feedback
• Align experience design work with LIC’s broader strategic priorities

Your Skills And Experience

• Proven experience in customer experience, service design, or a related field
• Strong ability to turn data, insights, and feedback into actionable outcomes
• Experience improving customer journeys and solving complex problems
• Skilled in human-centred design and Design Thinking approaches
• Confident facilitator with the ability to influence and align stakeholders
• Comfortable working in a fast-paced, evolving environment
• A proactive, curious mindset with a passion for continuous improvement

In Return

Based 10 minutes from Hamilton, in a semi-rural location, the role provides the opportunity for a lifestyle change for those seeking a better work -life balance and wanting to escape the 'rat race' and cost of living in bigger cities. Alternatively, we are open to flexible and remote working arrangements.

In addition to a competitive salary, you'll receive some great benefits including:

• Extra leave days
• Flexible working options
• Discounted health, life, income and disability insurances
• Access to our employee shares scheme
• Wellbeing discounts
• Free onsite parking and Free EV chargers for our team to use
• Our Hamilton office is located in a park-like setting, with tennis court, pool, and onsite café and social club!

This role provides huge opportunity, where you will be empowered to think laterally and have the ability to drive situations and influence outcomes.