Customer Experience Lead, Auckland
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ASB Bank Limited

Customer Experience Lead

  • Posted 2d ago
  • On Site
  • Full Time
Location

Auckland

Job Description

Join ASB as a Customer Experience Lead

Location: North Wharf, Auckland CBD
Benefits: Comprehensive banking & insurance benefits, career development opportunities

Here at ASB, the customer is at the heart of everything we do. Recognised as one of New Zealand's leading financial organisations, with a united and talented workforce, we are continually evolving against a backdrop of rapidly changing customer needs, regulations and technologies.

Mō te Tūranga | About the Role

We have an exciting opportunity for a Customer Experience Lead to join our team. As a senior member of the team, you will lead a group of Customer Experience Owners (CXOs) and their cross-functional squads to create and continually optimise experiences that meet current and future customer needs and deliver business value within risk appetite. Your squads are focussed on a diverse mix of objectives which means no one day will ever be the same for you. Your team run and optimise digital experiences across home lending and insurance, develop new insurance advice tools, engage with existing and prospective customers via above and below-the-line marketing, and help our customers understand the benefits of electrification.



Key Responsibilities:

  • Lead CXOs and their squads to create and optimise customer experiences.
  • Work with Tribe and Design Leads to define and execute customer experience strategy.
  • Create a clear and compelling vision for stakeholders and squads.
  • Drive increment planning activities and support CXOs/squads to translate strategies into outcomes.
  • Build and maintain a clear understanding of future-focused customer needs.
  • Build and maintain end-to-end data and analytics across the experience area.
  • Define, prioritise, and refine backlogs across the experience area.
  • Foster innovation and customer obsession by enabling a safe learning culture.
  • Measure and visibly demonstrate progress, fostering an outcome focus within squads.
  • Collaborate with leadership, tribe, and across ASB to manage risks and dependencies.


Ō pūkenga | About You

You will ideally be a strategic and innovative leader with a strong focus on customer experience. Your ability to manage ambiguity, set priorities, and drive innovation will be crucial in this role.

Ngā mea kia whai angitū ahau? | What Do I Need to Be Successful?

  • Extensive experience in leading customer experience strategies and initiatives.
  • Proven track record of creating innovative, market-leading solutions and strategies.
  • Strong ability to manage ambiguity and make decisions without having the total picture.
  • Advanced stakeholder management capability, fostering constant connections focused on openness, collaboration, and driving progress.
  • Broad technical capability, including knowledge of data, digital, and technology to connect teams and deliver outcomes.
  • Courage to challenge the status quo and provide constructive and actionable feedback.
  • Strategic agility to create innovative solutions and break through strategies that show a clear connection between vision and action.
  • Ability to prioritise what is important, eliminate roadblocks, and create focus.
  • Strong innovation management skills, good at bringing the creative ideas of others to market.
  • Experience in measuring value and ensuring outcomes align with defined business metrics.
  • Ability to foster a learning culture, ensuring features and changes have clear test & learn objectives and hypotheses.


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 these values resonate with you, and you are passionate about customer experience and innovation, we encourage you to apply and join a team that thrives on continuous learning, collaboration, and impactful leadership!

Submit your application today using the application link. 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

  • Leadership
  • Customer-Centric Mindset
  • Collaboration
  • Analytical Thinking
  • Strategic Vision
  • Customer Experience Strategy
  • Cross-Functional Collaboration
  • Data Analysis
  • Journey Mapping
  • Feedback Management

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
  • Bereavement Leave
  • Sick Leave

Job Schedule

  • Shift Work

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