Customer Experience Owner (CIAM)

Overview

Take ownership of a vital digital platform that enables secure access for millions. We are partnering with a leading organisation in the banking sector to find a technically proficient and product-focused Customer Experience Owner (CXO) to lead a critical platform in their digital ecosystem, the Customer Identity and Access Management (CIAM) system. This pivotal, high-impact role is responsible for ensuring seamless customer identity experiences across mobile, web, and API channels while driving platform evolution, performance, and resilience.

Responsibilities

• Own the end-to-end experience for the CIAM platform, from vision and roadmap to delivery, maintenance, and enhancements.
• Oversee a mission-critical, real-time system used by over a million New Zealanders and hundreds of thousands of businesses.
• Collaborate with engineering, digital, architecture, security, and vendor partners to deliver value while balancing risk, uptime, and compliance.
• Drive continuous improvement across operations, incident management, and system upgrades.
• Lead the long-term transition from on-premise to a cloud-native architecture over a 2–5 year roadmap.
• Evaluate and guide the adoption of leading CIAM technologies such as IBM ISAM / Verify, Ping Identity, and ForgeRock.

Qualifications

Culture, Ownership & Future Direction

This role is not for a hands-off product leader. Success means fully owning a complex platform and taking pride in managing it end-to-end, including addressing late-night incidents, mitigating security risks, and overseeing vendor management when necessary. You will join a close-knit team of engineers and testers and report directly to the Platform Lead, who values people-first leadership, transparency, and collaborative delivery. The culture is low-ego and high-accountability, with no tolerance for blame, there is ample opportunity to learn, grow, and lead by example. The ideal person is a calm, curious, and technically confident leader who is as comfortable discussing code as they are engaging with business stakeholders.

Working Environment

What’s in it for You?

Are you ready to lead something that truly matters?

Apply now to take ownership of a nationally significant platform. For a confidential discussion, please contact Teresa Jordan at . Offshore candidates are welcome; capability and timing are what matter most.

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