Customer Experience Lead

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 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

About the role | He Aha Te Tūranga

This role sits in nib’s inbound International Visitors business unit, which manages our brand.

As our Customer Experience Lead, you'll be responsible for leading and delivering a range of projects, business initiatives, and marketing activities that support the growth and success of nib’s inbound International Visitors business unit, which manages our OrbitProtect brand Working across multiple teams, you'll take ideas from concept through to delivery, ensuring initiatives are well planned, effectively executed, and deliver positive outcomes for both customers and the business.

Alongside project and initiative delivery, you'll play a key role in shaping and executing marketing activity that strengthens our brand, supports sales growth, and enhances the customer experience. This is a varied role where you'll balance strategic initiatives with day-to-day operational priorities and our IT pipeline of work responding to emerging issues, resolving business challenges, and coordinating solutions to ensure members and stakeholders continue to receive a seamless experience.

Key responsibilities include:

• Lead and deliver projects, initiatives, and business improvements from concept through to implementation.

• Manage marketing initiatives, digital activity, events, and brand initiatives that support business growth.

• Identify and implement opportunities to improve the end-to-end customer experience.

• Use customer insights, feedback, and data to inform decisions and drive better outcomes.

• Collaborate with stakeholders across Operations, IT, Product, Claims, Customer Care, Legal, and external partners.

• Support direct-to-consumer sales strategies and customer acquisition initiatives.

• Manage operational issues, business challenges, and customer impacts, coordinating solutions as required.

• Maintain project plans, budgets, documentation, and reporting to ensure successful delivery of outcomes.

About you | Ko Wai Koe 

You're a member-focused and commercially minded professional with experience delivering projects, initiatives, and marketing activity. You enjoy working across a variety of priorities and are comfortable balancing strategic initiatives with day-to-day operational challenges.

You have strong stakeholder management and communication skills, allowing you to build effective relationships and work collaboratively across multiple teams and vendors.

You're technically savvy and comfortable working with digital platforms, systems, data, and technology teams to deliver solutions and improvements. You're organised, proactive, and able to navigate competing priorities while maintaining a focus on delivering positive outcomes for customers and the business.

Furthermore, we’re looking for:

• Experience in customer experience, marketing, project delivery, or a similar role.

• Proven ability to coordinate and deliver initiatives, projects, or campaigns from concept through to execution. Ability to travel to other nib offices, as required for stakeholder engagement and project activities

• Strong stakeholder management, communication, and relationship-building skills.

• A broad knowledge of inbound travel insurance (preferred)

• Experience with tools such as Jira, Confluence, Miro, or similar platforms (preferred).

• Experience in financial services (desired)

• Ability to travel to other nib offices, as required for stakeholder engagement and project activities

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!

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.