Senior Customer Propositions Manager

As a proud Kiwi born and bred insurer, we pride ourselves in challenging status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa.

At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work.

As our Senior Customer Propositions Manager, you’ll help shape the reasons customers choose Tower — and choose to stay with us. You’ll bring together customer needs, commercial opportunities and what sets us apart, turning insight into clear propositions and connected experiences that work from first idea through to launch and beyond.

Your day-to-day would look like

You’ll shape customer propositions from early insight through to launch and ongoing improvement. Working with Senior Business Owners across a range of growth initiatives, you’ll define what makes Tower relevant to customers and turn that thinking into clear and differentiated value propositions, from insight and ideation through to delivery, implementation and optimisation.

You’ll lead research briefs and work with agencies to understand customer needs, competitor activity and market trends. Alongside Customer Experience and User Experience Designers, you’ll use those insights to shape personas, experience principles, future customer journeys and service concepts.

• Bring the right people together across Tower to move propositions from concept to market.
• Develop positioning, messaging frameworks and go-to-market plans for new propositions, in collaboration with Marketing, Product, Legal, Risk and other key stakeholders.
• Keep work prioritised and coordinated, balancing customer outcomes with Tower’s brand, commercial goals and regulatory obligations.
• Champion a consistent customer experience across channels and touchpoints, using data and feedback to improve propositions over time.

To thrive in this role

You’ll be curious about what matters to customers and enjoy turning insight into ideas that are clear, relevant and commercially strong. You are a strategic and innovative thinker, who also stays close to the details that shape a great customer experience, and you’re always looking for ways to improve propositions to stand out in market.

You build strong relationships, welcome different perspectives and know how to make complex ideas easy to understand. You’ll bring at least seven years’ experience across proposition development, customer experience, marketing, product marketing or a related field, with experience developing and launching customer-focused propositions in a complex environment.

• Experience working across teams to deliver initiatives from concept through to market.
• An understanding of human-centred design methods, such as problem framing, journey mapping, co-design, prototyping and customer validation, would be useful.
• Experience in financial services, insurance or another regulated customer environment would be an advantage.

We invest in you.

We're serious about looking after our people. Along with a competitive salary, we offer a bunch of perks and benefits to support you and celebrate the work you do:

• 26 weeks of paid parental leave for the primary carer and 4 weeks for partners
• A paid day off on your birthday
• 22 days annual leave, plus two extra annual leave days and the option to buy up to eight more
• Wellness leave
• Career growth and internal progression opportunities
• Flexible working and a beautiful, modern office in Auckland
• Discounts on Tower insurance products
• Free life insurance

Ready to Apply?

If this sounds like your kind of role, we'd love to hear from you.

We're looking for someone who's excited to help shape a new era of insurance - someone who's ready to make a real impact. If that's you, send us your CV and a cover letter that shows us what you're all about.

We're reviewing applications as they come in - so don't wait too long. Apply now and let's chat.