Head of Customer Experience

Apply now Job no: 597652
Work type: Permanent Full Time
Location: Auckland
Categories: Customer Service

  • Set strategic customer agenda
  • Exceptional collaborator
  • Drive customer experience and advocacy

Working for AMP means working for a company that empowers its people to make a difference, while providing the support of a highly talented, experienced team. We understand that it is our customers that make us great. And because people achieve their best in different ways, our culture is flexible and supportive, to give you the freedom to focus on outcomes rather than just processes.

As the Head of Customer Experience you will be responsible for working across the organisation and championing for the customer to drive experience design and a deeply customer centric approach to all that we do. This role ensures that AMP puts the customer at the centre of the business through a clearly defined customer value proposition and consistently delivered customer experience.

Insights are gained through research and data analytics generated by specialists in the team, and via the NPS programme that this role leads. The role is also responsible for AMP’s complaint management, as customer response management when things go wrong is integral to customer experience design and informed process and technology design.

Also reporting to this role are dedicated multi-disciplinary continuous improvement analysts who lead the broader business in enhancements to technology, process and role design to deliver a better customer experience and drive advocacy.

You will have a marketing or operations background with experience in developing and executing a Customer Experience strategy in a mid to large size organisation. You must be an extraordinary communicator with good commercial nous and be able to engage and be effective across a range of diverse stakeholders.

Leadership is core to success in this role, you will lead and inspire your team and use your ability to collaborate, and listen to what matters to customers to
continue to deepening everyone at AMP’s connection with the customer and help to implement and embed this connection into everyday practice across the business. If successful you will be instrumental in achieving AMP goal of being NZ favourite Financial Services Brand by 2020.

 AMP is an organisation like few others. We enjoy a culture that recognises individuality yet encourages collaboration, giving real meaning to our work and making a difference to our people and our customers.  Applications Close 31st May 2017

 

Advertised: New Zealand Standard Time
Applications close: New Zealand Standard Time

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