Customer Automation Manager

Workplace Type: Hybrid Customer Automation Manager Mō te Tūranga | About the Role Step into a pivotal role as the Customer Automation Manager, where you’ll spearhead the delivery of an aggregated insights platform for the New Zealand Division, automating and systemising customer and operational listening posts to uplift Customer Centricity maturity across the organisation. In this role, you'll lead the Customer Automation team to enhance customer outcome quality management using advanced technologies to automate call quality standards. Collaborating with the Manager, Customer Insights, you'll ensure the NPS/VoC program's real-time data integration. Additionally, you'll be focused on identifying opportunities and efficiencies across the enterprise to automate customer data collection and feedback for real-time analysis by the Customer Insights team. This is a permanent opportunity with hybrid working conditions, open to candidates based anywhere in Aotearoa New Zealand. Ōu Pūkenga | About You To be successful in this role, you'll ideally meet the below criteria:

• Minimum of 7 years of experience in customer insight generation and analysis
• Proven experience in customer automation, and voice analytics.
• Strong understanding of customer service principles and practices
• Diverse stakeholder engagement and influencing skills
• Strong knowledge of customer performance platforms and approaches including the application of generative AI and predictive AI models.
• A strong understanding of data modelling concepts and the ability to translate data into actionable insights
• A tertiary design qualification (Bachelors) or relevant associated qualification.
• Strong verbal and written communication skills
• Demonstrated ability to collaborate effectively and work openly with others
• Highly organised and excellent time management skills
• A proactive approach to using initiative and driving success.
• Analytical mindset with agility in thought and action.

Applications close on Thursday, 12 December 2024 at 11.59pm . Mō Mātou | About Us IAG is the largest general insurance group in Aotearoa New Zealand and Australia. We’re also a tech and research facility, a hub for climate change experts and a centre of resilience design. We chat over coffee with customers, advocate for them in the corridors of Parliament and back them up in the community when life’s moments hit hardest. You’ll know our brands – AMI, NZI, State Insurance, NRMA Insurance, CGU, WFI and ROLLiN’ to name a few. Together they turn our IAG purpose of making your world safer into action by helping, supporting ambitions and making insurance accessible. We acknowledge Tāngata Whenua in Aotearoa and are committed to growing Māori prosperity and well-being in Aotearoa through He Rautaki Māori (IAG’s Māori Strategy). We celebrate unique viewpoints shaped by life experiences, cultures and passions. We expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individual. We're passionate about social issues, walk the talk on sustainability and strive to do more than standard on things that matter, including women in senior leadership, Indigenous empowerment and creating inclusive environments. We’re proud to be an accredited family-friendly workplace and are committed to being a safe and supportive space for all our employees. We do this because we’re ready for you. All this shows up in what we offer:

• Boosted Kiwisaver with 4% employer contribution and life insurance as standard
• Up to 50% off personal insurance, including home and motor insurance
• 5 myLeave days per year on top of annual leave
• Work from home and many more flexibility options with myFlex

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