Customer Experience Owner, Auckland
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ASB Bank Limited

Customer Experience Owner

  • Posted Today
  • On Site
  • Full Time
Location

Auckland

Job Description

Kia ora, Talofa lava, Kia Orana, Malo e lelei, Fakalofa lahi atu, Bula Vinaka and Namaste!

At ASB, we're all about doing what we can to help our customers get "One Step Ahead" by giving them the tools they need to manage their lives and plans for their families and future.  

We are looking for a dynamic and passionate Customer Experience Owner to lead and inspire our squads in delivering innovative and customer-centric products and services. You will play a key role in ensuring we meet current and future customer needs while delivering measurable business value.

As the Customer Experience Owner, you will work closely with your squad and leadership team to create unique customer experiences and deliver on strategic business goals.

If you've always wanted to apply your skills to a large-scale Kiwi success story, then today is your lucky day - apply now!

Mo te tūranga | About the role:

Your key responsibilities will include:

  • Develop and deliver exceptional, connected customer experiences through new product and service offerings via digital platforms and customer communications.
  • Ensure features and changes include clear test and learn objectives, measuring outputs through solid analytical assessments.
  • Create and execute roadmaps that drive growth and market expansion, supported by your squad(s) and tribe.
  • Ensure squad outcomes align with and deliver against established business metrics.
  • Adhere to our ASB work model, ensuring the squad follows relevant controls during different stages of work.
  • Translate business needs into actionable monetary and capability requests and contribute to the annual planning process.
  • Lead and drive the squad(s) to create outstanding customer experiences that meet evolving customer needs and align with business objectives.
  • Build a deep understanding of future-focused customer needs, creating visibility for desired customer and strategic business outcomes.
  • Foster a culture of innovation, encouraging a safe space for learning and experimentation.
  • Collaborate with leadership teams across the bank to manage risks, dependencies, and blockers effectively.


Ngā mea kia whai angitū ahau? | What do I need to be successful?

  • A willingness to challenge the status quo and drive change based on feedback.
  • Ability to create innovative solutions and strategies, connecting vision to action.
  • A knack for managing the creative process, bringing ideas to life and delivering them to market.
  • Skilled in understanding diverse stakeholder needs, guiding teams to deliver customer-focused outcomes.
  • A strong understanding of data, digital, and technology, connecting teams to achieve business benefits and improve decision-making.


Te mahi ki ASB | Working for ASB

ASB is grounded in our values (caring, integrity, passion, courage and united). They guide our day-to-day interactions with our team, customers and community. They are what makes ASB - ASB.  

We offer a flexible and supportive work environment as well as an open and inclusive culture; a place where we welcome and value your individuality, ideas and goals.  

We also have a wide range of market leading benefits including health insurance, banking benefits, 5 days "you do you leave" and a $500 "your choice" benefit which is renewed annually. To find out more, click here.

If you're passionate about driving customer-centric innovation and delivering exceptional experiences, we'd love to hear from you!

Me pēhea te tono | How to apply?

For more information on responsibilities and requirements see the attached position description, please note that all applications must be received via our careers site online.

If this role sounds like it might be the one for you then please click "apply"… we'd love to hear from you!

Successful candidates will be required to undertake several pre-employment checks which will include but are not limited to; Police Check, Credit Check, AML Compliance, Verification of your qualifications and may include checks both here in New Zealand and overseas.

Desired Soft Skills

  • Strategic Thinking
  • Collaboration
  • Clear Communication
  • Customer Focus
  • Results Driven
  • Financial Services Knowledge
  • Customer Experience Delivery
  • Risk Management
  • Change Management
  • Stakeholder Engagement

Benefits and Perks

  • 🤱
    Extended Parental Leave
  • 🏘
    Work from Home
  • 🧕
    Inclusive Workspace
  • ⚖
    Work-Life Balance Support
  • 💸
    Payroll Giving
  • 💼
    Life Insurance
  • 🧠
    Mental Health Workshops
  • 🌿
    Wellness Program
  • 📈
    Professional Development
  • 🏎
    Competitive Salary
  • 🎉
    Employee Discounts and Rewards
  • 🎖
    Long Service Rewards
  • 🏆
    Performance Bonus
  • ⏰
    Flexible Work
  • 🍇
    Fruit Box
  • ☕
    Work Café
  • Wellbeing Support
  • Sick Leave
  • Bereavement Leave

Job Schedule

  • Monday to Friday
  • Shift Work

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