Customer Engagement Manager

Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive.

Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes.

About The Role

As Customer Engagement Manager – Remediation, you will lead the design and delivery of customer engagement programmes with a primary focus on remediation communications.

This role plays a critical part in ensuring fair, ethical, and compliant customer outcomes, translating remediation requirements into clear, timely, and customer‑friendly communications. Using data‑driven insights, you’ll design engagement journeys that strengthen customer affinity, improve retention, and reinforce our health and wellness promise.

In this role, you’ll champion strategies that put customers first - particularly at moments that matter - ensuring remediation programmes are delivered with accuracy, empathy, and integrity, while meeting regulatory and risk obligations.

Key Responsibilities

Lead remediation engagement strategies

• Design and deliver customer engagement programmes with a strong emphasis on remediation activity, including corrective communications, process improvements, and customer follow‑ups.
• Translate remediation requirements into effective, empathetic engagement journeys that support fair customer outcomes and long‑term trust.

Own end

‑ to‑ end customer communications excellence

• Manage end‑to‑end remediation communication processes, ensuring accuracy, timeliness, clarity, and compliance with regulatory, risk, and plain‑language standards.
• Ensure all remediation communications align with COFI obligations and internal risk appetite.

Data integrity, decisioning & governance

• Oversee data flows, decisioning logic, and technical briefs that underpin remediation and engagement activity, maintaining high standards of data quality and governance.
• Partner with data, digital, and technology teams to ensure remediation programmes are executed correctly and at the required scale.

Continuous improvement & learning

• Champion a test, learn, and improve mindset, using remediation insights, customer feedback, and performance data to continuously enhance processes and customer journeys.
• Help to identify root causes and systemic improvements that reduce future remediation needs.

Cross

‑ functional collaboration

• Work closely with CX, UX, marketing & engagement, digital, risk, compliance, and delivery teams to embed remediation insights into broader customer journey design.
• Provide clear, insightful briefs to agencies, suppliers, and internal stakeholders.

Measurement & impact

• Monitor remediation and engagement effectiveness, including customer response, sentiment, NPS, retention, and churn.
• Use insights to refine strategies and demonstrate improved customer outcomes and reduced cancellations.

About You

• Proven experience managing complex customer engagement or remediation programmes, including detailed processes and data flows.
• Strong ability to deliver simple, clear, and empathetic communications, particularly in sensitive or corrective customer scenarios.
• Experience interpreting engagement and remediation effectiveness and translating insights into practical improvements.
• Working knowledge of CRM or marketing automation or customer communications platforms.
• A data‑first, customer‑centric mindset, with a strong focus on fairness, trust, loyalty, and retention.
• Comfortable operating in regulated or risk‑aware environments.
• Familiarity with Agile principles and adaptive ways of working.

Why this role

This is a unique opportunity to play a hands‑on role in remediation, where your work will directly impact customer trust, regulatory outcomes, and the sustainability of our membership base. You’ll operate at the intersection of engagement, compliance, and customer experience - turning remediation into a meaningful, positive customer outcome.

Our values who we are and what’s important to us.

Ng ākau nui.   Āhurutanga.  Tikanga.

Join a team that's always there, always real, always true. If you thrive in a purpose-driven, diverse and supportive culture, we think you’ll love working with us.

What we offer you

• five days of wellbeing leave per year (pro-rated for part-timers)
• health insurance for you and your immediate whānau
• life insurance cover and discounts on pet and travel insurance
• extra parental leave benefits and financial wellbeing support
• ability to participate in our workplace wellbeing programme.

But that’s not all. If you need more time to support your whānau, we offer work-life balance, a hybrid environment and each year you have a volunteer day to spend with your team contributing to a cause or community of your choice.

This role is Auckland based, and while we appreciate interest from candidates in other locations, we’re unfortunately not able to consider remote options for this position.

We are proud to have taken the Pride Pledge, reflecting our commitment to inclusion and belonging. We also facilitate an active, employee‑led Diversity, Equity and Inclusion Forum, which includes our Rainbow Network, Māori Network, Pasifika Collective, and Neurodiversity and Whānau Support networks.

If you share our commitment and passion, we'd love to hear from you.