AddressMake a difference as a Voice of Customer Specialist.
Join the largest general insurance group in Aotearoa New Zealand and Australia.
Mō te Tūranga | About the Role
Exciting opportunity alert! Join IAG NZ as a pivotal member of our team, spearheading the Voice of Customer (VoC) programme, known as Heartbeat. Your unique contribution will be to own and deliver the Heartbeat programme, providing deep analysis, actionable insights, and compelling reporting from key customer touchpoints such as feedback and complaints. You'll drive continuous improvement initiatives and promote the Heartbeat programme across stakeholder groups, acting as the primary SME and champion for our core VoC survey programme. Your role will also involve supporting transformation projects, collaborating with internal teams to integrate customer feedback into the design and enhancement of processes and propositions.
This is your chance to make a significant impact on how we understand and respond to our customers, shaping a future where their voices drive our success!
This is a permanent full-time opportunity with hybrid working conditions and is open to any IAG office locations in New Zealand.
Ōu Pūkenga | About You
In order to be successful in this role, you’ll ideally meet the below criteria:
• Strong customer research experience and/or VoC programme maintenance experience.
• Experience in analysing complex data using different query tools
• Intermediate to advanced Excel analytics e.g. building Pivot tables
• Excellent written and oral communication skills. This includes the ability to translate complex data into easily understood terms to a wide range of people within the business and to translate and present data into business information
• Experience in project management, including managing project schedules and completing project documentations such as business cases, implementation plans and evaluation reports
• Experience using Medallia or similar (preferred)
• An understanding of the general insurance or financial services market (preferred)
Applications close on Wednesday, 3 July 2024 at 11.59pm.
Mō mātou| About us
IAG is the largest general insurance group in Aotearoa New Zealand and Australia. We’re also a tech and research facility, a hub for climate change experts and a centre of resilience design. We chat over coffee with customers, advocate for them in the corridors of Parliament and back them up in the community when life’s moments hit hardest.
You’ll know our brands – AMI, NZI, State Insurance, NRMA Insurance, CGU, WFI and ROLLiN’ to name a few. Together they turn our IAG purpose of making your world safer into action by helping, supporting ambitions and making insurance accessible.
We acknowledge Tāngata Whenua in Aotearoa and are committed to growing Māori prosperity and well-being in Aotearoa through He Rautaki Māori (IAG’s Māori Strategy).
We celebrate unique viewpoints shaped by life experiences, cultures and passions. We expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individual.
We're passionate about social issues, walk the talk on sustainability and strive to do more than standard on things that matter, including women in senior leadership, Indigenous empowerment and creating inclusive environments. We’re proud to be an accredited family-friendly workplace and are committed to being a safe and supportive space for all our employees. We do this because we’re ready for you.
All this shows up in what we offer:
• Boost your financial future with 4% KiwiSaver employer contribution and life insurance as standard
• Up to 50% off personal insurance, including home and motor insurance
• Annual $500 wellbeing fund
• Flexibility through our MyFlex program - supporting you to live life to the full
• Grow your skills and career development with the IAG Academy program
We’re ready for you. Apply today.
Learn more about who IAG is here.
