Executive Manager, Channel Transformation

We’re looking for an Executive Manager, Channel Transformation to lead how our customers buy, service and claim across IAG NZ. This is a pivotal enterprise role accountable for making digital the default, protecting human support for the moments that matter, and shaping our future channel mix for an AI‑enabled world. This role will own the end‑to‑end channel strategy and execution, bringing together product, design, data and architecture to deliver a single, aligned roadmap. It is about driving real behaviour change, improving customer journeys, and ensuring the technology we’ve built delivers meaningful impact. This is a permanent, full‑time role based in Tāmaki Makaurau (Auckland). What You’ll Do Own and deliver the channel strategy across digital, assisted and human channels, setting clear direction, priorities and outcomes Lead the shift to digital‑first and AI‑enabled experiences, increasing self‑service adoption while enhancing high‑value human interactions Translate business strategy into a clear, executable multi‑year roadmap, aligning product, technology, data and design Improve customer journey performance, reducing friction, lifting engagement and conversion, and improving efficiency Lead integrated teams across Product, UX/UI Design, and Architecture, building a high‑performing, customer‑led capability Align senior stakeholders across the enterprise to drive coordinated transformation and investment decisions What You’ll Bring Proven experience leading large‑scale digital or channel transformation, with clear customer and commercial outcomes (financial services experience preferred) Strong track record of shifting customer behaviour, driving digital adoption and optimising channel mix Experience working across business, technology and product, with the ability to connect strategy to execution Strong leadership capability with experience building high‑performing teams and uplifting capability through change Demonstrated ability to influence and align senior stakeholders in complex, enterprise environments Experience leading cross‑functional teams (product, design, architecture or similar) at scale A pragmatic, outcomes‑focused leader who can navigate ambiguity, drive momentum and deliver results Curiosity and future‑focused mindset, with exposure to AI, automation or emerging digital capabilities What We Offer Boosted KiwiSaver with 4.5% employer contribution and life insurance as standard 20 days annual leave + 5 days MyLeave (extra leave for what’s important to you) Work from home and many more flexibility options with myFlex Up to 50% off personal insurance, including home and motor insurance Annual $500 health & wellbeing payment 14 weeks paid parental leave Access to LinkedIn Learning, the award‑winning IAG Academy, study assistance and secondment opportunities Employment type eligibility criteria apply #J-18808-Ljbffr