Job Description
Full job description
At IAG, were ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.
Customer contact sits at the heart of how IAG builds trust with customers, and this newly created role plays a key part in ensuring those interactions are consistent, compliant and customerled across the organisation.
As Lead, Customer Contact Strategy& Optimisation, youll work closely with the Manager to embed, operate and continuously improve customer contact governance frameworks that shape how, when and where we communicate with customers across brands, channels and journeys.
Your focus will be on translating enterprise strategy into practical standards, controls and ways of working, and ensuring they are used, monitored and improved day to day. Youll provide the operational discipline and oversight that ensures customer contact is well governed and informed by data and insight. This role requires practical, handson experience running customer contact governance in operational environments, not just designing frameworks.
This is a permanent role based in Tmaki Makaurau (Auckland), Te WhanganuiaTara (Wellington) or tautahi (Christchurch).
Ng Mahi Hei Whakatutuki Mu | What You'll Do
Partner with the Manager to develop and deliver IAG NZs enterprise Customer Contact Strategy, owning its translation into governance frameworks and operational ways of working.
Own the operation and ongoing management of customer contact governance, including reviews, approvals, standards adherence, controls and escalation pathways.
Take a systems view of customer contact, working across channels, brands and functions to embed governance and translate strategy into practical action.
Use data, insights and customer feedback to monitor effectiveness, identify issues and drive optimisation.
Apply governance to real initiatives and communications, balancing customer experience, regulatory requirements, operational impacts and contact volumes, and ensuring consistent execution.
Coach and guide others, building capability in governance, systems thinking and dataled decision making.
u Pkenga me u Wheako | What You'll Bring
Demonstrated experience setting up, managing and embedding customer contact or communications governance frameworks.
Strong analytical capability, with confidence using data and insights to support decisions, manage tradeoffs and evolve governance over time.
Experience in customer strategy, communications or governance roles, within highly regulated or operationally complex environments (e.g. financial services).
Practical understanding of customer journeys, channels and contact touchpoints, and how these interact endtoend.
Comfort working through ambiguity and complexity, with the persistence to establish governance and drive steady improvement.
Ability to apply systems thinking, connect interdependencies and translate strategy into practical outcomes.
Strong relationshipbuilding skills, with the ability to work collaboratively across teams, provide constructive challenge and influence without authority.
T Mtau ki a Koutou | 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 whats 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
Applications close: Friday 8 May 2026 11:59PM NZST
T Mtau Ratonga Tautoko | Adjustments& Support
If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@iag.co.nz for a confidential conversation.
He pitopito krero an m mtau | More About Us
As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. Thats not just words. Its our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We acknowledge Tngata Whenua in Aotearoa and are committed to growing Mori prosperity and wellbeing in Aotearoa through He Rautaki Mori (IAGs Mori Strategy). We celebrate unique viewpoints shaped by life experiences, cultures and passions. And expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individu
At IAG, were ready for you. We're the largest general insurance group in Australia and New Zealand. Our family of brands turns the IAG purpose of making your world a safer place into action by helping everyday Aussies and New Zealanders, supporting their ambitions and making insurance accessible.
Customer contact sits at the heart of how IAG builds trust with customers, and this newly created role plays a key part in ensuring those interactions are consistent, compliant and customerled across the organisation.
As Lead, Customer Contact Strategy& Optimisation, youll work closely with the Manager to embed, operate and continuously improve customer contact governance frameworks that shape how, when and where we communicate with customers across brands, channels and journeys.
Your focus will be on translating enterprise strategy into practical standards, controls and ways of working, and ensuring they are used, monitored and improved day to day. Youll provide the operational discipline and oversight that ensures customer contact is well governed and informed by data and insight. This role requires practical, handson experience running customer contact governance in operational environments, not just designing frameworks.
This is a permanent role based in Tmaki Makaurau (Auckland), Te WhanganuiaTara (Wellington) or tautahi (Christchurch).
Ng Mahi Hei Whakatutuki Mu | What You'll Do
Partner with the Manager to develop and deliver IAG NZs enterprise Customer Contact Strategy, owning its translation into governance frameworks and operational ways of working.
Own the operation and ongoing management of customer contact governance, including reviews, approvals, standards adherence, controls and escalation pathways.
Take a systems view of customer contact, working across channels, brands and functions to embed governance and translate strategy into practical action.
Use data, insights and customer feedback to monitor effectiveness, identify issues and drive optimisation.
Apply governance to real initiatives and communications, balancing customer experience, regulatory requirements, operational impacts and contact volumes, and ensuring consistent execution.
Coach and guide others, building capability in governance, systems thinking and dataled decision making.
u Pkenga me u Wheako | What You'll Bring
Demonstrated experience setting up, managing and embedding customer contact or communications governance frameworks.
Strong analytical capability, with confidence using data and insights to support decisions, manage tradeoffs and evolve governance over time.
Experience in customer strategy, communications or governance roles, within highly regulated or operationally complex environments (e.g. financial services).
Practical understanding of customer journeys, channels and contact touchpoints, and how these interact endtoend.
Comfort working through ambiguity and complexity, with the persistence to establish governance and drive steady improvement.
Ability to apply systems thinking, connect interdependencies and translate strategy into practical outcomes.
Strong relationshipbuilding skills, with the ability to work collaboratively across teams, provide constructive challenge and influence without authority.
T Mtau ki a Koutou | 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 whats 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
Applications close: Friday 8 May 2026 11:59PM NZST
T Mtau Ratonga Tautoko | Adjustments& Support
If you require any support or adjustments to participate equitably in our recruitment process, we encourage you to reach out to careers@iag.co.nz for a confidential conversation.
He pitopito krero an m mtau | More About Us
As part of IAG you'll enjoy a world of career opportunities, a purpose-led place focused on creating connection and belonging, and where you can create meaningful impact every day and grow your career beyond the expected. Thats not just words. Its our people promise. We're ready for you with unexpected opportunities for your career, your work-life and your ability to make a difference. We acknowledge Tngata Whenua in Aotearoa and are committed to growing Mori prosperity and wellbeing in Aotearoa through He Rautaki Mori (IAGs Mori Strategy). We celebrate unique viewpoints shaped by life experiences, cultures and passions. And expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individu
💡 Quick Summary
Seeking a career-building opportunity? The Customer Contact Strategy and Optimisation Lead position is now open for candidates interested in the Work from home Jobs sector. This role in Auckland offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.
