Customer Voice Lead
Chubb Life Insurance New Zealand
Auckland, New Zealand (Hybrid) · Full Time
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- Experience
- 5+ yrs
- Salary
- —
- Openings
- 1
- Posted
- 2 weeks ago
- Work mode
- Hybrid
- Resume
- Required to apply
Where you'll work
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Job description
About the Role
Chubb Life New Zealand strives to be the market leader, which requires addressing not just complaints but the underlying causes. The Customer Voice Lead role involves consolidating data from complaints, NPS, Medallia feedback, claims friction, quality assurance, vulnerable customer data, internal audits, and risk assurance into a unified understanding of customer pain points. This role demands identifying patterns, understanding root causes behind recurring issues, and collaborating with various teams to implement lasting solutions.
Primary Responsibilities
- Create a comprehensive view of customer challenges from multiple data sources including complaints, NPS, Medallia, claims, QA, and audits.
- Identify root causes and repetitive complaint trends.
- Collaborate with product, pricing, technology, and operations teams to address and resolve issues, overseeing progress to completion.
- Present insights and actionable recommendations to senior leadership.
- Manage the complaints process, including handling complex cases and IFSO submissions.
- Ensure vulnerable customers are properly identified and supported.
Success Metrics
- Reduction in repeat complaints.
- Business-wide awareness and action on customer friction points.
- Collaborative design and tracking of solutions until implementation.
- Unified complaints framework with seamless case management.
- Proactive information capture and issue escalation by frontline staff.
- Visible changes driven by customer feedback acknowledged by leadership.
Qualifications and Experience
- Proven ability to diagnose problems at their origin and drive cross-team change.
- Skill in interpreting complex, unstructured data to extract actionable root causes for senior stakeholders.
- At least five years of experience handling complaints, customer experience, and insights, preferably within financial services.
- Experience managing complex complaints through IFSO, FSCL, or Ombudsman channels.
- Strong, empathetic communication skills with confidence influencing senior leaders.
- Solid understanding of customer vulnerability and ensuring fair treatment.
Preferred Qualifications
- Experience working in Voice of the Customer (VOC), customer experience advocacy, or customer intelligence roles.
- Familiarity with Medallia or other NPS/VOC platforms.
- Knowledge of New Zealand insurance regulations and IFSO processes.
Working Environment
The position is permanent full-time based in Wellington or Auckland (Takapuna) with hybrid working arrangements. Flexible hours can be discussed.
Benefits
- Flexible and hybrid work options.
- Comprehensive insurance coverage including Group Life, Trauma, Income, Healthcare, and Travel.
- Additional annual leave.
- Kiwisaver contributions on top of base salary.
- Annual bonus and stock purchase options.
- Wellbeing subsidies and partner discounts.
- Support for charitable causes through payroll giving.
Company Culture and Values
Chubb Life NZ prioritizes teamwork, integrity, customer focus, exceeding expectations, and respect for all individuals and contributions. Operating for over a century in New Zealand, the company remains committed to supporting customers when they need assistance most.