Customer Communications Specialist

Role Overview

As a Customer Communications Specialist, you will be instrumental in enhancing operational communications throughout the entire member journey. Your duties include reviewing, refining, and managing current communications to identify opportunities for simplification, streamlining, and optimization to ensure messaging is clear, uniform, compliant, and aligned with our brand standards.

Collaborating with teams across marketing, operations, legal, compliance, and customer service, you will lead efforts to improve operational member communications and elevate the quality and sophistication of our communication practices. You will seek ways to simplify complex information, minimize repetition, enhance consistency, and foster a more seamless experience during critical member interactions.

This position offers a chance to make a significant positive impact on the member experience by strengthening governance, simplifying communication materials, and promoting continuous improvements along the member journey, thereby building trust, reducing risks, and delivering clearer, more positive interactions.

Candidate Profile

The ideal candidate combines expert communication skills with a strong customer focus and commercial insight. You excel at transforming complex content into straightforward, actionable, and user-friendly language, balancing brand guidelines, compliance standards, and operational needs. Above all, you are passionate about crafting clear, consistent communications that members can easily comprehend and trust.

• Proven background in customer or operational communications, preferably within insurance, financial services, or other regulated sectors
• Exceptional writing skills emphasizing clarity, tone, and consistency
• Experience managing and enhancing large volumes of customer communications
• Ability to coordinate multiple stakeholders and handle competing priorities effectively
• Strong understanding of brand integrity, compliance requirements, and customer experience principles

About nib Group

At nib, we pride ourselves on being innovative and passionate providers of affordable, world-class health and life insurance to Kiwis. We challenge conventional thinking and embrace diverse perspectives, seeking individuals driven by the desire to make a meaningful difference. Health and wellbeing are central to our strategic vision.

Benefits

• Complimentary health, life, and income protection insurance along with discounts extended to family members
• Hybrid work model enabling remote work and office presence in Christchurch or Auckland
• A collaborative, supportive environment dedicated to professional growth and career advancement
• Generous leave policies including 22 days of annual leave, cultural leave, and 18 weeks of fully paid parental leave for all parents
• Short-term incentive programs available

Diversity and Inclusion

We foster an inclusive workplace that welcomes LGBTQIA+, disability, neurodiverse candidates and individuals from varied cultural, educational, and background experiences. Our aim is to create a environment reflective of our diverse communities.

Our flexible working approach supports a balance of home-based and office work. Our office hubs promote focused work and team collaboration. New employees receive support to establish effective home workspaces, with ongoing assistance throughout employment.

Additional Information

All candidate information remains confidential under Equal Employment Opportunity guidelines. Applicants who progress successfully will undergo a background check including a criminal history review before employment commencement.

Successful candidates will be invited to complete a digital chat-based assessment as the next step in the recruitment process.