At Tower, we live and breathe our values - they are at the heart of every interaction. Our people come first, we pride ourselves on creating a diverse and inclusive space that allows our people to thrive. Encouraging everyone to bring their whole selves to work, we aim to represent the diverse communities we work in and with.
We also have a plan to lead our industry forward into a more customer-centric future with innovation and disruptive thinking, as a unique Kiwi and Pacific insurance provider operating for over 150 years, with roots all the way back to Dunedin.
What will you be doing? As our Head of Acquisition Experience, you'll be at the forefront of shaping and executing strategies to ensure that our acquisition customer experience sets the industry standard. With a focus on driving digital-first acquisition, you'll spearhead the development of Tower's eCommerce and connected acquisition channel customer experiences, making every interaction seamless and engaging. In this pivotal role, you'll provide strategic leadership and management to our Product Owners for Tower's public website and Purchase Journey squads. Your mission? To create a world-class digital acquisition experience that our customers rave about. You'll collaborate closely with our Revenue, Brand, and Marketing leadership team, as well as our contact center and broader digital and technology teams, providing invaluable insight, expertise, and governance on digital sales processes to ensure effective risk management.
You'll also build and foster strong relationships with key stakeholders, quickly gaining buy-in and influencing others to deliver transformative change.
You can expect to be across the following: Own the acquisition customer experience across Tower's online and offline channels with a focus on driving digital first strategies and creating beautifully simple and rewarding experiences.Work collaboratively with the Revenue, Marketing and Brand leadership team to ensure the strategic direction of the acquisition journey aligns with our business priorities.Drive the acquisition and eCommerce journey by leading and overseeing both the Website squad and Purchase Journey squads.Actively drive digital adoption to achieve our digital sales adoption and efficiency objectives.You will take ownership of Tower's sales NPS across online and offline channels and actively drive strategies to improve customer effort scores and NPS results through delivery of simple, easy journeysProvide strategic Leadership to the Purchase squad and Website squad including ownership over Tower's SEO strategy, digital acquisition channel experience and content across the journeys.Ensure robust processes are in place for the management of the Tower public website and Purchase journey experience, providing oversight and governance on digital sales processes and website and purchase journey delivery, including promotions to ensure effective risk management.Work closely with the Contact Centre and Pacific distribution to ensure good customer outcomes during sales conversations and that we have good sales and sales QA processes in place.Support delivery of key strategic initiatives impacting website and purchase journey aligned to business priorities.Support the Chief Revenue, Marketing and Brand officer with Quarterly and Annual strategic planning to support the wider Marketing and Brand business unitWhat you'll need You will possess strong strategic acumen, exceptional communication skills, and the ability to build strong relationships with key stakeholders to drive transformative change.
To be successful in this role, you will also be able to demonstrate the following: 8-10+ years experience working in Propositions, Strategy or Marketing roles(Insurance or Financial Services Industry would be beneficial)Good understanding of the Insurance/Financial Services industry and product ranges would be idealProven experience driving business growth and customer satisfaction through acquisition experienceAn accomplished and inspiring leader with excellent stakeholder management skills and the ability to co-operate and collaborate with other senior leaders across the businessStrong analytical skills with a deep understanding and appreciation of customer and market insight dataStrong communication and presentation skills with the exceptional ability to engage and influence people of all levels.Enterprise-wide thinking, commercial acumen and problem solving with the ability to know what to drive and what not toSignificant experience in General Insurance product knowledgeThe ability to deal with a complex operational environment, undergoing significant change.Making sure we are doing what's right; if you feel comfortable doing so, please let us know early in the process if there are any diversity needs, we can meet or make reasonable adjustments to enable you to shine. If you would like to note which pronouns you use at any point in the application or interview process, please let us know. We are proud holders of the Rainbow and DV Free Ticks which are important to us.
We are seriously committed to diversity and inclusion and welcome any successful candidate to get involved in one of our Inclusion Network Groups, which will help us to better understand and meet the needs and interests of our increasingly diverse workforce.
What we'll bring to the table In addition to a competitive salary, we offer a range of perks and benefits to celebrate and look after our Tower employees.
Highlights Include:
16 weeks paid leave for the primary carer and four weeks paid leave for partners, for our Tower whanau in New Zealand and the PacificA paid day off on your birthday and the option to buy an additional eight days of leave. So up to six weeks off!Wellness leave instead of sick leave so you can proactively look after your health and wellbeingCareer growth - we promote internal capability; and support you with design-specific development and training opportunities; we also have programmes that recognise star performersFlexible workplace opportunities at our beautiful new Fanshawe St office packed with modern technologies, stand-up desks, open space and coffee machines in two large modern kitchens with cafe-inspired dining areasDiscounts on Tower insurance products of up to 50%Free Life Insurance of up to four times your annual base salaryRetail deals and discounts with Les Mills, JB Hi-Fi, PB Tech, The Coffee Club, Warehouse Stationery and moreApply now or if you would like a confidential discussion, please reach out to Mandie Pierson, Talent Acquisition Lead, at ****** Please note: We're eager to get the right person on board as soon as possible. We don't have set closing dates, so we'll start reviewing applications as they come in. Don't wait—apply now to make sure you're considered promptly.
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