AA New Zealand Looking for Head of Experience Insights at Auckland Central, Auckland, New Zealand Full Time

In this newly created role, you will be responsible for leading a team of quality assurance specialists, data, and complaints specialists to ensure our operational teams have the right information to make the right decisions.

A key part of this role is championing, implementing, and maintaining strong risk management practices across the division through engaging with Second Line of Defence, our product partners, and delivery channels. This role is the divisional subject matter expert on the holistic risk management practices within the division including our response to financial service, health, and safety, BCP, PCI-DSS, and privacy regulations.

This role will ensure best practise across product, process, customer engagement using gathered performance insights to drive a customer centric service offering that is valued both internally and externally.

About You | Mōu

• You’ll have strong knowledge of risk management methodologies, philosophies and techniques.
• You’ll have strong self-awareness, EQ and communication.
• You’ll have managed a diverse range of stakeholders within a multi-functional and highly complex environment.
• You’ll have strong attention to detail and very well organised.
• You will have the ability to comfortably work in ambiguous, dynamic, and fast paced environments.
• You’ll have the ability to make technical sound simple, having a strong business/commercial lens to applying complex regulatory requirements within our environment.

What We Offer | Ngā āhuatanga kei a mātou

• Superannuation
• A birthday day off
• Free AA Membership
• Discounts off insurance products and services
• A hybrid work environment
• Be part of a HRD employer of choice

Working with the AA | Me mahi tahi tatou ki AA

For over 120 years we’ve been helping Kiwis on their adventures! Today, we’re one of New Zealand’s most respected and trusted brands.

From our humble beginnings as a motoring enthusiast’s club, the New Zealand AA (Automobile Association) has grown into a large, dynamic organisation offering many services and products to more than 1.8 million Members.

Here, we offer a lot more than roadside assistance. We’re constantly evolving and advancing into new businesses, offering new challenges and a range of opportunities.

Come join us and take your career on its next adventure!

Our teams celebrate diversity and believe that everyone should be able to bring their true selves to work every day. We want you to feel comfortable to be your authentic self throughout the recruitment process, please feel free to let us know if there is anything you need to allow you to participate equitably.

We are aware that there will be candidates who are interested in the role but may only feel comfortable to apply if they have ticked all the boxes. We want you to know that if you feel like you don’t meet all the requirements, please still get in touch. We’d love to korero to see if you might be a great fit for the role.