Customer Experience Manager, IBB
Core
Design and optimize end-to-end customer journeys for New Zealand businesses, connecting customer needs, data, and digital strategies to improve service delivery and business outcomes.
Role type
Customer Experience Manager (Strategy & Design)
Builds
Optimized customer journeys and digital channel experiences for Institutional and Business Banking clients
Domain
Banking / Customer Experience / Digital Transformation
Deliverable
product features
Required skills
Customer journey mapping, service design methodologies, translating strategy into measurable outcomes, gathering and applying customer insights, using NPS and Voice of Customer metrics, commercial acumen
Preferred skills
Experience in digital channels, transformation, or customer journey roles, ability to influence in matrixed environments
Technologies
N/A
Responsibilities
Translate strategy into clear, consistent customer journeys; Partner with Digital and Distribution teams to drive adoption and performance; Translate insights and performance data into actionable recommendations; Collaborate with Technology, Product, and Strategy teams to embed experience-led thinking; Track journey performance and identify drivers of engagement and retention
Seniority
Mid-Senior, hands-on IC