Customer Voice Lead
Core
Synthesize complaints, NPS, Medallia, claims, QA, and audit data to identify root causes of customer friction and drive cross-functional changes to prevent recurrence.
Role type
Senior Customer Voice Lead (Strategic IC)
Builds
A unified view of customer friction and a complaints framework used across the business
Domain
Insurance / Customer Experience / Regulatory Compliance
Deliverable
product features
Required skills
Root cause analysis, cross-functional influence, regulatory complaint handling (IFSO/FSCL/Ombudsman), data synthesis, stakeholder management, vulnerability identification
Preferred skills
VOC/CX advocacy experience, Medallia platform knowledge, NZ insurance regulatory environment expertise
Responsibilities
Build a single view of customer friction from multiple data sources, identify patterns and root causes behind repeat complaints, influence product, pricing, technology, and operations teams to fix issues, own the complaints process and manage complex cases including IFSO submissions, report insights and recommendations to senior leaders, ensure vulnerable customers are identified and supported
Seniority
Senior, hands-on IC with strategic influence