- Lead the way in tracking, managing, and improving customer experience performance through (CX) operations
- Drive insights and reporting that shape strategic decision-making
- Be a key influencer in optimizing CX performance across the business
Nau mai ki ASB | Welcome to ASB
At ASB, we are committed to delivering the best possible experiences for our customers. Our passion for innovation, collaboration, and customer-centricity is what makes us stand out. We embrace fresh thinking, challenge the status quo, and continuously seek ways to improve.
Te Tūranga | The Role
As a CX Operations - Senior Manager, you will be responsible for overseeing the excellence of our Experience Strategy and Design Practice —ensuring the way we track, report, and analyse customer experience both pre- and post-go-live is effective and meaningful.
This is a critical role that influences decision-making across the organization. You will:
- Collaborate closely with our leadership in the Design practice and Tribes to capture and report on Customer Experience performance of value drops,
- Capture all insights from testing and ensure we're set up to make data-driven decision and through-out our design process.
The candidate for this role is someone who loves process, analysing data and ensuring the details are correct.
The operational aspect of your role will have you working alongside Product, Risk teams to ensure CX reporting is well-integrated into key business functions.
In addition, you will lead the documentation and governance of operations, making sure what the team needs to do their job is easily accessible.
Ō pūkenga | About you
We're looking for a strategic and detail-oriented professional with a strong analytical mindset. You thrive in a fast-paced environment and are passionate about improving customer experiences. You will have:
- Expertise in CX operations, data reporting, and performance tracking
- Strong analytical and communication skills
- Ability to translate complex insights into clear and actionable reporting
- A deep understanding of how to leverage data and research to drive improvements
- A collaborative approach, working across teams to optimize processes and reporting
Te mahi ki ASB | Working for ASB
At ASB, you'll be part of an organization that values empowerment, trust, and customer obsession. We foster a culture of continuous improvement and provide opportunities to lead, innovate, and make a real impact.
If you're ready to take CX operations to the next level and play a key role in shaping customer experience excellence at ASB, we'd love to hear from you!
Me pēhea te tono | How to apply?
If this all sounds like you, apply online. Check out the position description to find out more.
To be considered, all applications need to go through our online career channels and will be treated with confidentiality.
