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Lead a Customer Experience and Social Media team to ensure voice and digital compliance, develop and implement social media customer service strategy, grow community engagement, create content, respond to customer queries, produce performance and compliance reporting, analyze trends to drive improvements, and maintain key control risk ratings.

Provide pragmatic HR advice and coaching to leaders; manage employee relations and complex ER cases end-to-end; interpret and apply AU/NZ employment law and agreements; use data and AI tools to inform decisions and identify trends; support talent, performance, reward, recruitment, change initiatives, policy development, and stakeholder engagement.

Manage a portfolio of Health & Wellness and Home Services partners in New Zealand, deepen stakeholder relationships, drive revenue growth through cross-sell/upsell, deliver performance reporting and training, build scalable account management processes, collaborate with product/risk/compliance teams, and travel regularly to partner sites to support onboarding and expansion.

Manage end-to-end resolution of complex customer complaints referred to AFCA, ensuring regulatory compliance and timely outcomes. Investigate issues, identify root causes, prepare submissions and settlement agreements, escalate systemic risks, maintain accurate records, and collaborate with stakeholders to recommend process and product improvements. Balance customer advocacy, commercial judgement and regulatory obligations while contributing complaint insights for continuous improvement.

Lead end-to-end B2B and direct-to-customer marketing campaigns across AU/NZ: strategy, creative, execution, analytics, stakeholder and agency management, compliance, and process improvements to drive partner and customer engagement for a credit card product.