Customer Resolution Manager

Customer Resolution Manager

Auckland, Auckland, New Zealand and 1 more

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Job Description

About the role

Here at Chubb Life NZ we are on a journey to be number one in market. Getting there takes more than resolving complaints well. It means understanding why they keep happening and solving at the root cause.

That's what this role is for. As Customer Voice Lead you'll pull together complaints, NPS and rNPS, Medallia feedback, claims friction, QA, vulnerable customer data, Internal Audit and Risk Assurance results into one clear view of where customers are getting stuck. Then you take it to the business and get things changed.

We’re seeking someone who reads a complaint and asks what caused it, who else it's happening to, and what needs to change so it doesn't happen again.

You'll still own the complaints process and manage the complex cases yourself, including IFSO submissions, while stepping back to see the patterns behind them.

You'll need to influence product, pricing, technology and operations teams who don't report to you. And you'll be judged on fewer repeat issues and visible change, not how many cases you close.

Location: Wellington or Auckland (Takapuna)

Role Type Permanent Full Time, but if you need different hours, let’s talk

Work Style Hybrid

What you'll own

• Build one view of customer friction from complaints, NPS, Medallia, claims, QA and audit results
• Find the patterns and root causes behind repeat complaints
• Work with teams to fix them and track it through to done
• Report insights and clear recommendations to senior leaders
• Own the complaints process and manage complex cases through to IFSO
• Make sure vulnerable customers are identified and looked after

What success looks like

• The same complaints stop coming back
• Teams across the business know where customers are getting stuck, and act on it
• Fixes are designed with the business and tracked through to done
• One complaints framework that every team uses, with no cases lost between handovers
• Frontline staff capture what customers tell them and raise issues early
• Leaders can point to changes made because of customer feedback

Qualifications

• What you’ll bring

• A track record of fixing problems at the source and getting other teams to change

• The ability to turn messy data into root causes senior people act on

• Five or more years in complaints, customer experience and insights, ideally in financial services

• Experience taking complex complaints through IFSO, FSCL or the Ombudsman

• Clear, empathetic writing and the confidence to influence senior stakeholders

• A sound understanding of customer vulnerability and fair outcomes

• Nice to have

• Time in a dedicated VOC, CX advocacy or customer intelligence role

• Experience with Medallia or another NPS or VOC platform

• Knowledge of the NZ insurance regulatory environment and IFSO processes

• If you've handled the hard complaints and wondered why the same ones keep coming back, we'd like to hear from you.

• Why join us

• Join a business with ambition, energy, and a clear direction

• Grow your career in an environment where contribution is recognised and strong performance matters

What we offer

• Flexible & Hybrid working
• Group Life, Trauma, Income, Healthcare and Travel Insurance
• Additional annual leave
• Kiwisaver paid on top of base salary
• Annual Bonus
• Stock Purchase options
• Wellbeing subsidy and partner discounts
• Endorse my cause & payroll giving

How we work

Our values shape how we work and what we look for in our people: Teamwork we back each other and work together to get the best outcome Integrity we do the right thing and hold ourselves to high standards Customer focus we keep customers at the heart of our thinking and decisions Exceed we aim high, move with purpose, and deliver beyond expectations Respect we value people, perspectives, and the contribution everyone brings

About Chubb Life NZ

Chubb Life Insurance New Zealand Limited is one of the country’s leading life insurers. Formerly known as Cigna, we’ve been operating in New Zealand for more than a century and are committed to being there for our customers when they need us most.

Learn more about Life at Chubb

Chubb Life Insurance New Zealand Limited (Chubb Life) is the legal employer for this position.