Customer Voice Lead

Overview

Chubb Life Insurance New Zealand is dedicated to becoming the market leader by not only resolving complaints but also understanding and addressing their root causes. The Customer Voice Lead role is central to this mission, tasked with synthesizing a wide range of customer feedback data, including complaints, Net Promoter Scores (NPS), Medallia insights, claims friction points, quality assurance findings, vulnerable customer information, and audit reports, into a unified perspective on customer challenges. This role will then collaborate with various business teams to implement changes that reduce recurring issues and enhance customer experience.

Key Responsibilities

• Create a comprehensive view of customer pain points by integrating data from complaints, NPS, Medallia, claims, QA, and audit outcomes.
• Identify patterns and root causes driving repeat complaints and customer friction.
• Partner with cross-functional teams to develop and implement solutions, ensuring issue resolution is fully tracked and completed.
• Communicate insights and actionable recommendations to senior leadership to guide decision-making.
• Manage the end-to-end complaints process, handling complex cases and overseeing submissions to regulatory bodies such as IFSO.
• Ensure vulnerable customers are recognized and adequately supported throughout their interactions.

Success Indicators

• Significant reduction in recurring complaints.
• Business units are well-informed about customer obstacles and take proactive measures.
• Solutions are collaboratively designed and monitored through to completion.
• A unified complaint management framework is utilized, minimizing case losses during handoffs.
• Frontline employees effectively capture and escalate customer feedback in a timely manner.
• Leadership can clearly attribute operational changes to customer feedback initiatives.

Candidate Profile

• Proven ability to address problems at their source and drive organizational change.
• Aptitude for analyzing complex and unstructured data to uncover root causes compelling senior leaders to act.
• At least five years’ experience in complaint handling, customer experience, and insights, preferably within financial services.
• Demonstrated expertise in managing complex complaint cases involving IFSO, FSCL, or Ombudsman processes.
• Strong written communication with empathy, alongside confidence engaging with senior stakeholders.
• Well-grounded understanding of customer vulnerability and commitment to fair outcomes.

Preferred Qualifications

• Experience in voice of customer (VOC), customer experience advocacy, or customer intelligence roles.
• Familiarity with Medallia or similar NPS and VOC platforms.
• Knowledge of New Zealand insurance regulatory frameworks and related complaint processes.

Work Location and Hours

This is a permanent full-time position based in Wellington or Auckland (Takapuna). Discussions regarding alternative working hours are welcomed. Flexible and hybrid working arrangements are supported.

Why Work With Us

• Be part of an ambitious, energetic company with clear strategic goals.
• Opportunities to advance your career in a performance-oriented culture that recognizes contributions.

Benefits

• Flexible and hybrid working options.
• Access to group life, trauma, income protection, healthcare, and travel insurance.
• Extra annual leave provisions.
• Kiwisaver contributions above base salary.
• Annual performance bonuses.
• Stock purchase schemes.
• Wellbeing subsidies and partner discounts.
• Support for charitable giving through endorsement and payroll giving options.

Our Values

• Teamwork: Collaborate closely to achieve optimal outcomes.
• Integrity: Uphold high ethical standards and do the right thing.
• Customer Focus: Maintain customers at the center of all decisions.
• Exceed: Aim high and consistently deliver beyond expectations.
• Respect: Appreciate diverse perspectives and individual contributions.

About Chubb Life NZ

Chubb Life Insurance New Zealand Limited, previously operating as Cigna, is a top life insurer with over a century of service in the country, committed to supporting customers when it matters most.