The Customer Experience (CX) Programme Lead plays a pivotal role in driving and supporting the CX division's strategic and operational initiatives. This role involves managing the CX Continuous Improvement framework, overseeing processes and backlog, and ensuring the tools and systems that support these functions are effective and up-to-date.
Your day to day responsibilities will include:
Coordinating with key CX stakeholders to monitor multiple projects, ensuring timely delivery and high-quality outcomes.
Maintaining and supporting prioritization practices to develop a CX backlog of improvement opportunities.
Collaborating closely with stakeholders to identify and define requirements, ensuring alignment with business objectives.
Establishing and monitoring key performance indicators (KPIs) to evaluate the success of CX initiatives and drive ongoing improvements.
Conducting regular programme reviews and assessments, making data-driven decisions to optimize results.
You will bring a strong track record in programme or project management, especially within customer experience or process improvement settings. Your ability to collaborate effectively, communicate clearly, and excel in organisational and interpersonal skills will be key to your success in this role.
Minimum Requirements:
At least 5+ years' experience working in financial services (insurances preferred) or frontline service delivery companies.
Expertise in developing project plans, timelines, and schedules, ensuring alignment with overall programme objectives.
Proficiency in using project, programme, or visual work management software to track tasks, milestones, deliverables, and processes.
An understanding of continuous improvement methodologies and practices.
Experience in tracking and reporting on customer experience metrics and key performance indicators.
Willingness to travel regionally as required.
Working with the AA | Me mahi tahi tatou ki AA
For over 120 years we've been helping Kiwis on their adventures! Today, we're one of New Zealand's most respected and trusted brands. From our humble beginnings as a motoring enthusiast's club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.
Here, we offer a lot more than roadside assistance. We're constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities. Come join us and take your career on its next adventure!
Benefits:
Free AA Membership for you and your whanau
NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver
A day off for your birthday
Hybrid working arrangement
Discounted insurance
Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.
We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don't meet all the requirements, please still get in touch. We'd love to korero to see if you might be a great fit for the role.
#J-18808-Ljbffr
