Customer Experience Manager - Bank of New Zealand- Auckland (New Zealand)

Customer Experience Manager

Bank of New Zealand- Auckland (New Zealand)

Job Description

Customer Experience Manager – BNZ Partners

• Develop and execute customer management strategy
• Lead the delivery of focused customer experience initiatives and projects
• Be part of and contribute to enterprise wide transformation programme
• Be part of a Leadership team

Here at the BNZ we're committed to delivering a world class banking experience that is unique and truly outstanding. Customer obsession is at the heart of everything we do and we are committed to deliver on our customer promises and help New Zealanders be good with money.

We now have an exceptional opportunity for a Customer Experience Manager to join us and lead execution of strategic projects to drive customer experience transformation across BNZ Partners. Working collaboratively with key stakeholders across BNZ Partners, you will be responsible for developing and embedding a best in class, branded customer experience across channels & touch points.

You responsibilities will include:

• Ensuring all new and existing propositions, products and services are aligned to and support an enterprise branded customer experience.
• Embedding findings from customer journey mapping into business processes and driving culture change
• Working with leaders across Partners to develop and embed customer experience capability and ensuring there is a clear understanding of our strategic priorities and business direction
• Ensuring business unit with strategy is strongly aligned to overall BNZ Customer strategy
• Acting as the business lead to work with wider Customer Experience teams to ensure alignment to enterprise customer management strategy and branded customer experience

Skills and Experience

We are seeking an experienced strategy practitioner who has a passion for the end customers and will have a track record of driving and delivering strategic projects. You will also need to demonstrate the following skills and experience:

• 10 years plus commercial experience gained in a customer facing sales or service role
• Proven customer experience management expertise including customer experience mapping
• Demonstrated project and change management
• Strong relationship management experience and influencing skills
• Ability to develop strategic plans and translate these into actionable operational priorities
• A drive for continuous improvement

The Right Opportunity for You...

At BNZ we believe you deserve the best rewards for working for New Zealand's best bank - our package is market leading, competitive and all about choice. We also support flexible working and are open to discussing flexible working options.

If this opportunity matches with your skills and experiences then we would like to hear from you. Apply now!

Company Description

At Bank of New Zealand we help New Zealand businesses operate, grow and prosper so that jobs are created, families and lifestyles are sustained, communities thrive and individual New Zealanders are able to realise their home ownership, lifestyle, investment and retirement dreams.

Working at the BNZ you’ll have a career, not a job. We are committed to helping you because we value and invest in our people. We help you realise your potential.

That’s the opportunity. So visit www.bnzcareers today to find out how you could be part of the BNZ Story, and the story of New Zealand.