Retention Project Delivery Coordinator

As a proud Kiwi-owned insurer, we pride ourselves in challenging the status quo - and move fast to make things happen. We're here to create beautifully simple, rewarding experiences for our customers and communities, and we're working hard to protect the future of Aotearoa.

At its heart, insurance is about helping people through the unexpected. Doing what's right for our customers - especially in tough times - gives real purpose to our work.

Reporting to the Head of Retention, your day-to-day would look like :

• Supporting the delivery of coordinated initiatives that drive great customer outcomes and improve retention and renewal experiences.
• Working closely with the Head of Retention and Retention Manager to develop project plans, drive delivery, monitor project progress and report on performance.
• Proactively identify trends, risks and opportunities for improvement. Provide recommendations and solutions.
• Analyze customer feedback / dissatisfaction to identify churn drivers and translate into actionable recommendations that improve customer retention and satisfaction.
• Partner with contact centre teams and digital leads to understand customer cancellation trends and pain points, ensuring feedback loops are closed.
• Gather insights and prepare documents, reports, and presentations for stakeholders

In your first 6-12 months, success will look like :

Project Planning & Delivery

Tracking & Reporting

Customer Communication & Experience

Insights & Continuous Improvement

Stakeholder Engagement

Culture & Mindset

Compliance & Governance

To thrive in this role, you'll need :

We invest in you.

We're serious about looking after our people. Along with a competitive salary, we offer a bunch of perks and benefits to support you and celebrate the work you do :

Ready to Apply?

If this sounds like your kind of role, we'd love to hear from you.

We're looking for someone who's excited to help shape a new era of insurance - someone who's ready to make a real impact. If that's you, send us your CV and a cover letter that shows us what you're all about.

We're reviewing applications as they come in - so don't wait too long. Apply now and let's chat.

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