Head Of Customer Experience

Join to apply for the Head of Customer Experience role at Southern Cross Travel Insurance.Southern Cross Travel Insurance (SCTI) is a proud member of the Southern Cross whanau, shining brightly in the market in both New Zealand and Australia.
We're incredibly proud to be the market leader and it's an exciting time to join the beating heart of the business and to be there when our customers need us the most.The needs and expectations of our customers are changing faster than ever, and we are right here with them providing assurance on their travels.
We have a diverse and inclusive culture where team members are empowered to make decisions and succeed.
Together, we are committed to achieving extraordinary results.About the role:We are seeking an innovative and strategic leader to join our team as Head of Customer Experience.
In this newly created role, you will be responsible for shaping and executing our customer experience strategy, ensuring every touchpoint across the customer journey is optimised to deliver exceptional satisfaction.Your responsibilities will include developing a comprehensive CX strategy that supports our business goals, staying up-to-date on industry trends and best practices, and leveraging customer insights and analytics to anticipate and meet customer needs.
You will oversee the entire customer journey, collaborating with cross-functional teams to ensure a seamless and engaging experience at every interaction.The ideal candidate will have a proven background in customer experience management, strong analytical abilities, and a passion for advocating for the voice of the customer while driving continuous improvement across the organisation.Key responsibilities:Develop and execute customer experience strategies.Collaborate with cross-functional teams to enhance customer touchpoints.Utilize customer insights to improve service delivery.About you:Bachelor's degree in Business, Marketing, or a related field.5-10 years of experience in customer experience management, with a proven leadership background in CX strategy, optimisation, and performance.Experience in the insurance or travel sectors is a plus.A solid track record of successfully developing and implementing CX strategies.Expertise in customer insights and analytics, leveraging data to inform decision-making and enhance the customer journey.Experience in designing and optimising customer journeys across diverse touchpoints and channels.Familiarity with CX performance management tools and frameworks.Strong communication and relationship-building abilities, with a proven ability to manage both internal and external stakeholders effectively.Excellent leadership and team management skills, with the ability to motivate and lead cross-functional teams.Exceptional communication skills, able to engage and influence senior leadership and key stakeholders.Expertise in customer journey mapping, process optimisation, and customer lifecycle management.In-depth understanding of customer behavior, market trends, and the competitive landscape.Proficiency in CX technologies, CRM systems, and customer feedback platforms.Strong analytical skills, with the ability to translate data into actionable insights and strategies.Proficient in CRM tools, Microsoft Office, and contract management software.There are lots of reasons you'd want to work with us:Fully subsidised medical insurance for you and your immediate whanau.Subsidised pet and travel insurance and special discounts for your whanau.Additional parental leave benefits.Life & terminal illness insurance.Excellent work/life balance, including 5 days of wellbeing leave.Opportunity to purchase flexi leave.Flexible working options including work from home several days a week.Here at Southern Cross Travel Insurance, we recognise that people are as diverse as the places our customers travel to.
We are committed to our journey of providing an inclusive culture for our team, where diversity is embraced and celebrated.
Applications are welcome from individuals from all walks of life, including diverse backgrounds, experiences, and perspectives.Seniority levelMid-Senior levelEmployment typeFull-timeJob functionMarketing and Customer ServiceIndustriesInsurance
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