Head of Customer Insights and Improvements

Summary about this job

Detail information about job Head of Customer Insights and Improvements. Terms and conditions vacancy

• Do you have business acumen and the ability to challenge the status quo?
• Proven interpersonal skills and an ability to manage conflict
• Be part of a talented and passionate team

• Exceptional opportunity to influence and shape customer success outcomes at Tower
• Motivate, lead and inspire a newly created customer insights and improvements team
• Be part of a talented and passionate Senior Leadership team

Rarely does an opportunity come along where you can play such a critical role in bringing our customer experience aspirations to life for a company that is pushing the boundaries to become a truly customer-centred, digital challenger brand. We have big aspirations and challenging goals to reach and this newly created, senior leadership role, Head of Customer Insights and Improvements will play a critical role in our journey.

Leading our newly created Customer Insights and Improvements team, you will identify insights and champion the delivery and embedding of our customer experience aspirations throughout the business. We are looking for someone who can manage a holistic, whole-of-life customer insight to action programme to enable our customer centric strategy and improve the outcomes for our customers at every interaction.

We have big aspirations for this role including:

• developing and delivering Tower's customer insight to action process
• measuring Tower's CX performance against our aspirational goals
• managing insight channels and transforming data into actionable insights
• being the champion for the relationship between our business and our customers, ensuring we are delivering to our promise at the key moments that matter
• understanding the drivers of customer dissatisfaction and churn
• understanding the key performance metrics and drivers of performance and customer success
• being an advocate for customer experience and Tower's strategy
• managing a cross-functional, operational closed loop improvement programme
• sharing customer stories and role model customer focussed language and behaviours
• working across the organisation to identify and implement new customer success opportunities.

To be successful in this role you will have:

• sound knowledge of the New Zealand industry with ideally at least five years' experience in the insurance/financial services market
• a background in customer success, continuous improvement or business improvement including sound knowledge of voice of customer programmes
• proven leadership experience with strong people and coaching skills
• demonstrated business acumen with the ability to challenge the status quo
• the ability to deal with a complex operational environment, undergoing significant change
• proven interpersonal skills and an ability to manage conflict, influence others and negotiate shared outcomes
• proven success in driving and achieving revenue growth and profitability
• proven ability to manage and positively engage a diverse range of stakeholders
• proven ability to drive sustainable change across multi-discipline customer operations.

Here are some of the things we value most at Tower:

• An ability to engage confidently and passionately with our customers
• Working collaboratively with your colleagues to foster a high performance culture
• Openness and honesty

In return, this is what we can offer:

• Plenty of variety and excellent development opportunities
• A strong leadership group dedicated to creating an environment for your success
• An inclusive culture where people can be real
• Modern office environment located in downtown Auckland
• Complimentary life and income protection insurance and extra annual leave

This is an exceptional opportunity and we're looking for exceptional candidates.

To apply for this job, please visit http://careers.tower.co.nz and enter the job code 31646SK.

Applications close 5.00pm Sunday, 22 July 2018.