Customer Experience Manager, IBB

Customer Experience Manager, Institutional and Business Banking Location: Britomart, Auckland Type: Permanent full-time role About the Role We're looking for a Customer Experience Manager to help shape the future of banking for New Zealand businesses. This is a role for someone who thinks beyond individual interactions and focuses on the end-to-end customer experience - connecting customer needs, data, digital journeys, service delivery, and business outcomes. You'll identify friction, uncover opportunities, and work across teams to design experiences that are simpler, faster, and more valuable for our customers. Reporting to the Head of Performance Reporting, Customer Insights and Strategy, you will work closely with partners across Digital, Product, Technology, Distribution and Strategy; leading the design and optimisation of key customer journeys, ensuring we consistently deliver experiences that are simple, effective and customer‑centric. Key Responsibilities Translate strategy into experience – bring digital and channel strategy to life through clear, consistent customer journeys, defining what “good” looks like and ensuring alignment between design and delivery. Drive digital adoption and channel effectiveness – partner with Digital and Distribution teams to lift adoption and performance while maintaining strong customer outcomes. Bring customer insight into decision‑making – translate insights and performance data into clear, actionable recommendations that inform prioritisation and roadmap decisions. Partner across the business to deliver outcomes – collaborate with Technology, Product, Strategy, and frontline teams to embed experience‑led thinking into planning and execution. Drive performance and continuous improvement – track journey performance, identify drivers of engagement and retention, and embed a culture of experimentation and test‑and‑learn. What You’ll Bring Proven skills in customer experience, digital channels, transformation, or customer journey roles, with a track record of translating strategy into measurable customer and business outcomes; ability to influence and collaborate effectively within complex, matrixed environments. Skilled in gathering and applying customer insights through research, feedback programmes, and performance data to identify opportunities and drive meaningful improvements. Solid understanding of customer journey mapping, service design methodologies, and customer experience frameworks to design and optimise seamless customer experiences. Comfortable using customer metrics such as NPS and Voice of Customer insights to inform decision making, prioritise initiatives, and measure success. Strong commercial acumen and a clear understanding of how customer experience drives customer growth, retention, engagement, and operational efficiency. Benefits 4 weeks standard holiday + 5 additional days of wellbeing leave per year. Purchased leave options up to 4 weeks per year. Banking benefits and insurance discounts. Career growth – internal capability promotion programme and recognition of star performers. Market‑leading superannuation and KiwiSaver options. Environmental and community care programmes. Generous parental leave – top‑up government paid parental leave. School holiday subsidy to help balance work and family during school holidays. Equal Opportunity Employer Applications close: 23 July 2026 #J-18808-Ljbffr