Customer Resolution Manager

About the Role

At Chubb Life NZ, our ambition is to become the market leader not just by resolving complaints effectively but by uncovering and addressing their root causes. As the Customer Voice Lead, you will integrate multiple sources of customer feedback—complaints, Net Promoter Scores (NPS), Medallia data, claims friction reports, quality assurance, vulnerable customer information, internal audits, and risk assurance—into a unified account of customer pain points. Your role will be to present these insights to the business and initiate meaningful changes.

This position involves managing complicated complaint cases personally, including submissions to the Insurance and Financial Services Ombudsman (IFSO), while also stepping back to identify patterns and systemic issues behind recurring problems. Influencing cross-functional teams such as product development, pricing, technology, and operations, without direct authority, is essential. Success will be measured by fewer recurring complaints and visible improvements rather than the number of cases closed.

Key Responsibilities

• Create a unified perspective on customer friction by consolidating complaints, NPS, Medallia feedback, claims data, QA, and audit results.
• Analyze to uncover root causes and recurring complaint trends.
• Collaborate with cross-functional teams to design and implement effective solutions, tracking progress to completion.
• Deliver reports with actionable insights and recommendations to senior leadership.
• Oversee the complaints process and manage complex cases through to IFSO submissions.
• Ensure identification and appropriate care of vulnerable customers.

Success Indicators

• Elimination of recurring complaints.
• Business-wide awareness and proactive action on customer pain points.
• Design and tracking of corrective measures with all relevant teams.
• A comprehensive complaints framework that integrates all teams, preventing cases from being overlooked during transitions.
• Frontline employees effectively capturing and escalating customer concerns early.
• Leaders able to demonstrate changes driven by customer feedback.

Candidate Profile

• Proven ability to address problems at their source and drive organizational change.
• Skilled at interpreting complex, unstructured data to identify root causes that prompt senior leadership action.
• A minimum of five years’ experience within complaints management, customer experience, or insights roles, ideally in financial services.
• Experience handling complex complaints escalating through IFSO, Financial Services Complaints Ltd (FSCL), or the Ombudsman.
• Strong written communication skills expressing empathy, with confidence to influence senior stakeholders.
• Good knowledge of customer vulnerability issues and commitment to fair outcomes.

Desirable Attributes

• Experience in Voice of Customer (VOC), customer experience advocacy, or customer intelligence roles.
• Familiarity with Medallia or other NPS/VOC platforms.
• Understanding of New Zealand insurance regulations and IFSO procedures.

Why Choose Us

• Work with a company energized by ambition and clear strategic direction.
• Opportunities for career growth in a culture valuing contribution and performance.

Benefits

• Flexible and hybrid working arrangements.
• Coverage including Group Life, Trauma, Income, Healthcare, and Travel Insurance.
• Extra annual leave entitlement.
• Kiwisaver contributions are paid in addition to the base salary.
• Annual bonus schemes.
• Stock purchase options.
• Wellbeing subsidies and partner discounts.
• Payroll giving and support for endorsed causes.

Work Culture

• Teamwork: Collaboration is key to achieving optimal outcomes.
• Integrity: Acting ethically and holding ourselves accountable to high standards.
• Customer Focus: Centering our decisions and efforts around customer needs.
• Exceeding Expectations: Striving to deliver beyond what’s expected with purpose and ambition.
• Respect: Valuing diverse perspectives and contributions.

Additional Information

Locations: Wellington or Auckland (Takapuna) office. Permanent full-time role with flexibility in working hours available upon discussion. Applications are considered on a rolling basis and may close early.

Chubb Life Insurance New Zealand Limited is a well-established insurer with over 100 years of operations in New Zealand, dedicated to supporting customers when they need it most.