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Customer Engagement Manager
Full-time
Southern Cross Health Insurance is a New Zealand-owned, member-based organisation focused on empowering members to live well for longer. As Customer Engagement Manager - Remediation, you'll lead the design and delivery of customer engagement programmes with a primary focus on remediation communications, ensuring fair, ethical, and compliant customer outcomes.
Key Responsibilities
Lead remediation engagement strategies
Design and deliver engagement programmes with a strong emphasis on remediation activity, including corrective communications, process improvements, and follow-ups.
Translate remediation requirements into empathetic engagement journeys that support fair outcomes and long-term trust.
Own end-to-end communications excellence
Manage remediation communication processes, ensuring accuracy, timeliness, clarity, and compliance with regulatory and plain-language standards.
Ensure all remediation communications align with COFI obligations and internal risk appetite.
Data integrity, decisioning & governance
Oversee data flows, decisioning logic, and technical briefs underpinning remediation and engagement activity.
Partner with data, digital, and technology teams to execute programmes correctly and at scale.
Continuous improvement & collaboration
Champion a test-learn-improve mindset using remediation insights, feedback, and performance data.
Identify root causes and systemic improvements that reduce future remediation needs.
Work closely with CX, UX, marketing, digital, risk, compliance, and delivery teams to embed insights into journey design.
Measurement & impact
Monitor remediation and engagement effectiveness, including customer response, sentiment, NPS, retention, and churn.
Use insights to refine strategies and demonstrate improved outcomes and reduced cancellations.
About You
Proven experience managing complex customer engagement or remediation programmes, including detailed processes and data flows.
Strong ability to deliver clear, empathetic communications in sensitive or corrective scenarios.
Experience interpreting engagement effectiveness and translating insights into practical improvements.
