Head of Customer

LIC is a farmer-owned co-operative that's been supporting herd improvement in New Zealand's dairy sector for more than 115 years. We're focused on providing superior genetics, reliable testing and diagnostics, integrated on-farm software, and great customer service, all designed to help farmers make smarter decisions every day.

As a proud generational co-operative, we're here for farmers, their families, and rural communities, not just for today, but for the future. And none of it happens without our people. Whether on farm, in the lab, or behind the scenes, every one of us plays a part in helping New Zealand farmers succeed.

Your Role:

Reporting to the GM NZ Markets, the Head of Customer is accountable for leading a cohesive, end-to-end customer experience strategy across all NZ Markets touchpoints and in partnership with LIC more broadly.

We've already made strong progress on our customer journey-establishing clear behavioural cohorts and building strong momentum-now we're looking for a talented leader to take this to the next level, harnessing the energy of a highly engaged business to deliver even greater impact.

With 4 direct reports and a total team of approx 65, you'll relish the opportunity to lead a diverse range of customer focused functions ranging from CX Design, Research and Insights, UX/UI, Brand & Communications, Events and an award-winning Customer Experience Call Centre.

You will champion a truly customer-centric culture, ensuring every interaction reflects our brand, strengthens relationships, and delivers measurable value. This role blends strategic leadership with hands-on execution-requiring you to both shape direction and drive delivery.

Working closely with the NZ Markets leadership team and cross-functional partners, you will align customer experience with sales, product, and service delivery-ensuring a seamless, integrated approach to how we serve our customers.

Your Key Focus:

• Strategic Leadership: Define and deliver a clear, forward-looking customer experience strategy aligned to LIC priorities

• Customer-Centricity: Using evidence and research to reduce uncertainty and guesswork and improve the quality of customer decisions

• People Leadership: Lead, coach, and develop a high-performing team focused on delivering exceptional outcomes

• Cross-Functional Integration: Partner with Sales, Product, Marketing, Operations, and wider LIC teams to ensure a consistent and seamless customer journey

• Performance & Insights: Establish and track OKRs, using data and insights to drive continuous improvement

• Voice of Customer: Embed robust feedback mechanisms and translate insights into actionable improvements

• Capability Uplift: Support learning and development of the sales team through training frameworks and tools that enhance customer interactions

• Operational Excellence: Oversee the CEC to deliver high-quality, efficient, and future-ready customer service

Your Key Skills:

• Senior Leadership & Influence: Proven ability to lead, inspire, and align teams across functions and levels

• Strategic Thinking & Execution: Ability to set direction and translate strategy into tangible, measurable outcomes

• Stakeholder Engagement: Highly effective at building partnerships and influencing across diverse internal groups

• Data-Driven Decision Making: Strong capability in leveraging insights to inform strategy and improve performance

• Customer Centricity: Deep understanding of customer needs and a passion for elevating every interaction

• Communication Excellence: Clear, compelling communicator with the ability to influence at senior levels

• Change Leadership: Skilled at leading transformation and embedding new ways of working

• Continuous Improvement Mindset: Innovative and proactive in identifying opportunities to enhance experience and performance

Experience:

• Proven success in customer strategy, or marketing and communications leadership role

• Experience leading cross-functional teams and driving enterprise-wide initiatives

• Strong track record of delivering measurable improvements in customer experience (e.g., NPS, service outcomes)

• Demonstrated ability to influence at senior leadership level and drive organisational alignment

• Experience in contact centre leadership and/or customer operations environments (preferred)

• Relevant tertiary qualification or equivalent experience

In Return:

In addition to a competitive salary, you'll receive extra leave days, flexible working options, discounted health, life, income and disability insurances, access to our employee shares scheme, wellbeing discounts, free onsite parking, an employee assistance programme, plus more!

Based 10 minutes from Hamilton, in a semi-rural location, the role provides the opportunity for a lifestyle change for those seeking a better work -life balance and wanting to escape the 'rat race' and cost of living in bigger cities. Alternatively, we are open to flexible and remote working arrangements.

This is a highly visible, enterprise-wide leadership role where you'll shape how LIC shows up for its customers-today and into the future. With strong support from senior leadership, you'll be empowered to influence strategy, embed a truly customer-centric culture, and deliver meaningful impact across NZ Markets and beyond.