Customer Advocacy Manager
What You'll Be Doing | Mō te Tūranga
In this newly created role, the Customer Advocacy Manager oversees AA's complaints management framework and program, including leadership of the operational team that support the current way of working. They champion and maintain strong customer advocacy practices to enhance satisfaction, working across business units and partners to empower staff in complaint resolution. This role, part of the CX Experience Insights team, optimizes Member and customer outcomes, communicates insights for improvement, and ensures a customer-centric approach across products, processes, and engagement.
- Serve as the primary point of contact for our complaints management function to ensure Member and customer complaints are appropriately handled and resolved, ensuring good customer outcomes.
- Ensure ongoing maintenance, review and updating of AA's Complaints Framework and associated processes.
- Collaborate and lead complaints initiatives and embed key insights into AA's business processes and activities.
- Analyse and report on the complaints management programme, identifying areas for improvement and corrective actions.
- Identify trends within Member and customer concerns for complaints reporting, ensure data accuracy and compliance reporting obligations and met and reported to relevant committees.
- Chair an AA wide complaints forum for the management of escalations requiring cross functional awareness and decision making.
- Ensure team members have a clear understanding of their role and responsibilities, and how the work with other functions with Cx and the wider AA.
About You | Mōu
- Tertiary qualification in a relevant field
- A minimum of 5 years' leadership experience in a large, or complex organisation
- Proven experience in delivering customer outcomes and a passion for resolving customer pain points.
- Strong knowledge of complaints management programmes, procedures and tools.
- Analytical mindset with the ability to interpret complaints data and draw meaningful insights.
- Proven ability to work cross functionally and achieve exceptional outcomes.
- Master of stakeholder management both internally and externally.
- Understanding of financial services regulatory requirements.
What We Offer | Ngā āhuatanga kei a mātou
- Free AA Membership for you and your whānau
- NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver
- A day off for your birthday
- Hybrid working arrangement
- Worklife balance
- Discounted insurance
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.
What You'll Be Doing | Mō te Tūranga
In this newly created role, the Customer Advocacy Manager oversees AA's complaints management framework and program, including leadership of the operational team that support the current way of working. They champion and maintain strong customer advocacy practices to enhance satisfaction, working across business units and partners to empower staff in complaint resolution. This role, part of the CX Experience Insights team, optimizes Member and customer outcomes, communicates insights for improvement, and ensures a customer-centric approach across products, processes, and engagement.
- Serve as the primary point of contact for our complaints management function to ensure Member and customer complaints are appropriately handled and resolved, ensuring good customer outcomes.
- Ensure ongoing maintenance, review and updating of AA's Complaints Framework and associated processes.
- Collaborate and lead complaints initiatives and embed key insights into AA's business processes and activities.
- Analyse and report on the complaints management programme, identifying areas for improvement and corrective actions.
- Identify trends within Member and customer concerns for complaints reporting, ensure data accuracy and compliance reporting obligations and met and reported to relevant committees.
- Chair an AA wide complaints forum for the management of escalations requiring cross functional awareness and decision making.
- Ensure team members have a clear understanding of their role and responsibilities, and how the work with other functions with Cx and the wider AA.
About You | Mōu
- Tertiary qualification in a relevant field
- A minimum of 5 years' leadership experience in a large, or complex organisation
- Proven experience in delivering customer outcomes and a passion for resolving customer pain points.
- Strong knowledge of complaints management programmes, procedures and tools.
- Analytical mindset with the ability to interpret complaints data and draw meaningful insights.
- Proven ability to work cross functionally and achieve exceptional outcomes.
- Master of stakeholder management both internally and externally.
- Understanding of financial services regulatory requirements.
What We Offer | Ngā āhuatanga kei a mātou
- Free AA Membership for you and your whānau
- NZAA Super Scheme with 2% employer contributions on top of 3% Kiwisaver
- A day off for your birthday
- Hybrid working arrangement
- Worklife balance
- Discounted insurance
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.
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