Customer Resolution Manager

Overview

Chubb Life NZ is on a mission to lead the market by not only resolving customer complaints effectively but by understanding their root causes to prevent recurrence. As the Customer Voice Lead, you will consolidate feedback from complaints, Net Promoter Score (NPS), Medallia, claims friction points, quality assurance, vulnerable customer insights, internal audits, and risk assurances into a unified perspective on customer challenges. You will then advocate for necessary business changes to improve customer experience.

Key Responsibilities

• Create a comprehensive view of customer friction by integrating data from complaints, NPS, Medallia feedback, claim processes, quality audits, and risk evaluations.
• Identify patterns and root causes behind recurring complaints to drive proactive resolutions.
• Collaborate with product, pricing, technology, and operations teams to resolve issues and monitor progress through to completion.
• Communicate insights and actionable recommendations effectively to senior leadership.
• Manage the end-to-end complaints process, including handling complex cases and submissions to the Insurance & Financial Services Ombudsman (IFSO).
• Ensure vulnerable customers are properly identified and supported throughout the complaint resolution process.

Success Indicators

• Reduction of repeated complaints by addressing underlying issues.
• Cross-functional awareness and action on customer pain points.
• Business-driven solutions are designed collaboratively and tracked until implemented.
• Unified complaints framework utilized by all teams, preventing loss of cases during handover.
• Frontline staff effectively capture and escalate customer feedback promptly.
• Leadership can clearly demonstrate changes made due to customer feedback.

Required Qualifications and Skills

• Proven experience in resolving problems by uncovering root causes and influencing other teams to enact change.
• Aptitude for transforming complex, unstructured data into actionable insights for senior stakeholders.
• At least five years' background in complaints handling, customer experience, and customer insights, ideally within the financial services sector.
• Experience managing complex complaints processes through regulatory bodies like IFSO, Financial Services Complaints Ltd (FSCL), or the Ombudsman.
• Strong, empathetic written communication skills and confidence when engaging with senior leadership.
• Knowledge and sensitivity regarding customer vulnerability and delivering fair outcomes.

Desirable Attributes

• Prior roles focused on Voice of the Customer (VOC), customer experience advocacy, or customer intelligence.
• Familiarity with Medallia or similar NPS/VOC feedback platforms.
• Understanding of New Zealand’s insurance regulatory frameworks and IFSO complaint processes.

Why Join Chubb Life NZ

• Work with a motivated and ambitious company committed to clear goals.
• Opportunity to advance your career where your contributions and high performance receive recognition.

Benefits and Perks

• Flexible working arrangements with hybrid work options.
• Comprehensive insurance coverages including Group Life, Trauma, Income Protection, Healthcare, and Travel Insurance.
• Additional annual leave entitlement.
• KiwiSaver contributions above base salary.
• Annual performance bonus opportunities.
• Employee stock purchase plan.
• Well-being subsidies and partner discounts.
• Support for charitable giving through payroll deductions.

Company Culture

Chubb Life NZ values teamwork, integrity, customer centricity, exceeding expectations, and respect for diverse perspectives – all shaping how the business operates and what is expected of team members.

Location and Employment Type

This permanent full-time role is based in Wellington or Auckland (Takapuna) with a hybrid working model. Alternative working hours can be discussed as needed.

Additional Notes

Applications are assessed as they come in and the position may close once a suitable candidate is appointed.