About the role | He Aha Te Tūranga
As a Customer Communications Specialist, you’ll be responsible for the review, refinement and ongoing management of operational customer communications across the business.
You’ll ensure all communications are clear, consistent, aligned to brand and compliant with regulatory requirements, while accurately reflecting operational processes.
Working closely with stakeholders across marketing, operations, legal, compliance and customer teams, you’ll help uplift the quality and maturity of our communications—identifying opportunities to simplify, standardise and enhance the customer experience across every touchpoint.
This is a role where you’ll balance detail and strategy—mitigating communication risks, improving governance, and helping embed a more centralised and consistent approach to customer communications.
About you | Ko Wai Koe
You’re a strong communicator who thrives on turning complex or regulated information into clear, customer-friendly messages.
You’re naturally collaborative, curious, and solutions-focused, with a passion for improving the way organisations communicate with their customers.
You’ll bring:
Proven experience in customer or operational communications, ideally within insurance, financial services, or another regulated industry
Exceptional writing skills with a strong focus on clarity, tone, and consistency
Experience reviewing and improving high volumes of customer communications
The ability to manage multiple stakeholders and priorities simultaneously
Strong understanding of brand, compliance, and customer experience principles
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 Christchurch or Auckland office
Join a supportive and dedicated team where you can develop and enhance your career
An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents
Short term incentive programmes
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.
Skills Required
- Proven experience in customer or operational communications
- Experience within insurance, financial services, or another regulated industry
- Exceptional writing skills with strong focus on clarity, tone, and consistency
- Experience reviewing and improving high volumes of customer communications
- Ability to manage multiple stakeholders and priorities simultaneously
- Strong understanding of brand, compliance, and customer experience principles
- Successful completion of a background check (including criminal history) prior to commencement
What We Do
As a trusted health partner, we support the health needs of around 1.6 million Australians, New Zealanders and international students and workers, while also providing travel insurance for travellers around the globe. We believe that by giving our members access to better health information, tools and services, they’ll feel confident in choosing the right path to take control of their health. Our team of over 1,200 employees throughout Australia, New Zealand, Ireland and the United States all share in our purpose of your better health. nib operates and supports employees and members from all corners of the world. Our organisation acknowledges and respects the custodianship that Indigenous peoples have on their lands and waterways
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