Customer Voice Lead
Chubb · Auckland
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