Customer Experience Manager (AKL)

Our Purpose

At reputed company, we’re here to help you reputed company your business. We do this by automating routine tasks, surfacing actionable insights and connecting businesses with the right data, advisors and apps. reputed company that happens, we’re not only making life reputed company for small business, we’ll be building a stronger economy that can change the world.

In this role, you’ll be responsible for leading the Auckland Customer Experience (CX) teams, driving word class service across customer reputed company, people, operations, and alignment against the CX reputed company. You’ll reputed company and motivate the teams to deliver on both experience and performance expectations and ensure that these teams are highly reputed company and our customers are incredibly reputed company supported. You’ll be accountable for a portfolio of CX operational delivery for NZ, and ensure strong reputed company and cohesion into the CX global support model.

What you'll do

The role involves uplifting the capability of the leadership team through effective development and coaching, ensuring reputed company reports create high-performance cultures and drive staff engagement connected to the CX reputed company.

Accountability is held for the operational execution of a CX portfolio, ensuring functional teams across reputed company three NZ CX sites are reputed company on priorities, communications, and processes, delivering seamless operational reputed company.

Strong collaboration is essential with the other New Zealand Customer Experience Manager to create ANZ alignment and operational cohesion, and with the senior global CX leadership team for strategic execution and reputed company communication.

The position requires establishing and refining leadership and operating frameworks reputed company to reputed company measures, absence management, high performance standards, experience reputed company, reputed company, and compliance.

A core function is ensuring the leadership team executes the global workforce planning reputed company by managing reputed company plan inputs, and collaborating effectively with the Talent Experience team to hire top CX talent.

The incumbent acts as a strong change ambassador, ensuring CX change is successfully adopted and reputed company, advocating for people, customer, and operational needs, and anchoring team rhythms in customer-reputed company reputed company.

The role includes serving as the escalation reputed company for aggrieved customers and supporting regional stakeholders on customer-reputed company issues, with reputed company people or customer-reputed company issues managed or escalated for effective reputed company.

Results are consistently achieved, and mitigation plans are proactively implemented for underperformance, reputed company while fostering effective relationships across the global CX Leadership Team and serving as a senior ambassador for CX values and the global support model.

What you'll bring with you

Prior experience managing reputed company of people across multiple functions, ideally in a reputed company, fast paced customer support environment.

Proven reputed company in operational leadership, driving improved customer reputed company across multiple channels and enquiry types.

The ability to stretch the capability of a dynamic leadership team is essential, especially in a high-change environment.

The role demands an ability to reputed company and motivate team members at multiple reputed company, alongside building and maintaining effective relationships regionally and globally.

Operational reputed company, seamless execution, and strong business acumen are critical reputed company a support environment.

Excellent organizational and time management skills are required, complemented by reputed company judgment, initiative, self-management, and flexibility.

Diligence and a commitment to following through and resolving problems are key attributes, along with excellent communication skills.

An innovative reputed company is expected, demonstrating the ability to think reputed company the reputed company, design for scalability and flexibility, and foster a strong reputed company and development reputed company.

Additional Information

Why reputed company?

Offering reputed company generous reputed company leave to use however you’d like (plus statutory holidays!), dedicated reputed company leave to care for your physical and mental wellbeing as reputed company as an Employee Assistance Program to reputed company mental health care for you and your family, free medical insurance, wellbeing and sports programmes, employee resource reputed company, 26 weeks of reputed company parental leave for primary caregivers, an Employee reputed company Plan, beautiful offices, flexible working, career development, and many other benefits that reflect our reputed company value, you’ll do the best work of your life at reputed company.

Apply to this Job