Senior Customer Experience Manager at Bank of New Zealand

Auckland, Auckland, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

24 Aug, 26

Salary

0.0

Posted On

26 May, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Experience Design, Design Thinking, Human Centred Design, Customer Journey Mapping, Design Research, Data Analysis, Customer Insight Generation, Stakeholder Management, Workshop Facilitation, Customer Lifecycle Management

Industry

Banking

Description

Worker Type: Permanent Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way." We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same. Ko mātou tēnei | This is Us We have an opportunity for a kiritaki (customer) focussed product professional to join our wider Customer, Products and Services (CP&S) tīma (team) as Senior Customer Experience Manager. This is an exciting opportunity to be part of key transformation journeys to help shape the future state customers experience through data and new capability. Mō te Tūranga | About the Role We sat down with our Head of ACER, and she let us know the following about the tūranga (role). What are 5 day to day tasks the person in this role will complete? Lead and facilitate design workshops to communicate current and intended future state experiences. Fully understand the experience of key Consumer segments and provide direction on areas of focus. Lead initiatives to develop the approach for key customer propositions, customer lifecycle management and inform customer-centred initiatives across the Consumer segment. Deliver best practice customer experience and Human Centred Design techniques, working end-to-end across all channels and touchpoints. Contribute to the identification of opportunities to increase acquisition, entrenchment, retention, advocacy and reduce customer complaints. What is the most exciting thing about this opportunity? This role will strengthen, optimise and transform our customer and colleague experiences! You will apply design thinking frameworks, conduct customer research and analyse a range of customer data sources to generate customer insights to support the development of customer propositions across multiple workstreams. What projects / work will the candidate be working on now and into the next year? Working across multiple work streams, projects and initiatives, you will apply design research and analyse a range of customer data sources to generate customer insights to support the development of customer propositions. What is the tīma culture and environment like? We have a very open and inclusive tīma. We're knowledgeable and also looking to share and develop our experiences. What attributes will this person display in order to be successful in this tūranga? We are looking for someone who is kiritaki obsessed and are skilled at building strong working relationships across the bank! You will also have: Customer experience design (Design Thinking / Human Centred Design) including customer journey mapping and design research Strong research skills with the ability to leverage a number of data sources to provide actionable insights to drive changes across key performance metrics. Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand Applications for this vacancy close on Tuesday 2 June 2026. We review applications as they are received and may close advertising early. This is an exciting opportunity to join us! We're bold thinkers who are taking brave steps to create a company that people want to work for, and customers want to bank with. If you're ready to join a fun organisation where we are proud of our culture and how we are helping New Zealander's to 'Find their way', then show your interest by submitting your application - we can't wait to read it. Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.” Closing Date: 02 June 2026 Applications will be reviewed regularly across the advertising period, but we do reserve the right to close applications early. Welcome to BNZ Careers! We are excited for you to apply for a role with us. We're the bank for New Zealand. Our purpose is to serve customers well and help our communities prosper. Every day we find ways for our customers, our people, and our communities to thrive through strong values, diverse teams, and great people - just like you.

Responsibilities

Lead the design and transformation of customer experiences using Human Centred Design and data-driven insights. Facilitate workshops and develop customer propositions to improve acquisition, retention, and overall customer satisfaction across the Consumer segment.