CX Lead, Institutional & Business Banking Journeys

Customer Experience Manager, Institutional And Business Banking (Permanent full‑time role) Located in Britomart, Auckland. We're looking for a Customer Experience Manager to help shape the future of banking for New Zealand businesses. This role focuses on the end‑to‑end customer experience—connecting customer needs, data, digital journeys, service delivery, and business outcomes. You will 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 to lead the design and optimisation of key customer journeys, ensuring we consistently deliver simple, effective, and customer‑centric experiences. 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 will you bring? You will 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, and the ability to influence and collaborate effectively within complex, matrixed environments. You will be skilled in gathering and applying customer insights through research, feedback programmes, and performance data to identify opportunities and drive meaningful improvements. You will possess a solid understanding of customer journey mapping, service design methodologies, and customer experience frameworks, enabling you to design and optimise seamless customer experiences. You will be comfortable using customer metrics such as NPS and Voice of Customer insights to inform decision‑making, prioritise initiatives, and measure success. Most importantly, you will bring strong commercial acumen and a clear understanding of how customer experience drives customer growth, retention, engagement, and operational efficiency. Benefits Purchased leave options up to 4 weeks per year Banking benefits and insurance discounts Career growth—internal capability promotion programmes recognising top performers Market‑leading superannuation and KiwiSaver options Environmental and community care programmes Generous parental leave—including top‑up of government‑paid parental leave School holiday subsidy to help balance work and family during school holidays Applications closed 23 July 2026. #J-18808-Ljbffr