Customer Experience Designer

We are offering a talented individual an amazing 12-month fixed-term opportunity to work at Tower.

As a proud Kiwi-owned insurer, we pride ourselves in challenging the status quo, and moving 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 Customer & Retention, your day-to-day work would involve:

• Supporting the discovery, design, and improvement of customer journeys, service touchpoints, and key moments that drive renewals, retention, and overall customer satisfaction.
• Working with the Service Design Lead to understand customer and business needs, identify opportunities, and create practical, customer-focused experiences using data, feedback, and AI.
• Maintaining and evolving journey maps, service blueprints, and experience standards to ensure seamless experiences across both digital and assisted channels.

During your time with us, success will look like:

• Designing and improving customer journeys and service experiences by combining customer needs, business priorities, and operational requirements.
• Using customer insights, research, and data to identify friction points and develop practical solutions that improve service and retention outcomes.
• Simplifying complex customer and service experiences by addressing barriers created by change, risk, regulation, or operational processes.
• Identifying opportunities to leverage AI and innovative approaches to create smoother, more efficient, and customer-centric experiences.
• Translating customer research, data, and stakeholder feedback into clear recommendations, journey maps, and service design artefacts.
• Partnering with delivery teams to move ideas from discovery through to implementation, ensuring solutions are practical, prioritised, and deliver value.

To thrive in this role, you'll need

• 5-10+ years experience in customer experience design, service design or human-centred design roles.
• Previous experience designing and optimising end-to-end customer journeys across digital and contact centre channels, using journey mapping, service design and root-cause problem solving to reduce friction and customer effort.
• Experience in insurance, financial services, or regulated environments a bonus
• Exposure to renewal, lifecycle, service, or operational journeys a bonus
• Experience working on regulatory or compliance-driven change a bonus
• Experience designing end-to-end customer journey maps, service blueprints, and service experiences across multiple touchpoints.
• Proficiency in design tools such as Figma, Lucidspark (or similar whiteboarding tool), and presentation software.
• Experience mapping both customer journeys and internal processes.
• Strong discovery and ideation capability, including framing problems, asking the right questions, exploring different solutions, and helping teams make confident decisions
• A strong customer mindset, balancing customer needs with business, risk, and regulatory requirements while collaborating effectively with stakeholders and leading workshops to drive alignment.
• Comfortable navigating ambiguity, simplifying complex challenges, and identifying opportunities to use AI and creative solutions to improve customer experiences and outcomes.

We invest in you.

Highlights include

• 22 days annual leave
• Access to Tower products
• Eligibility to access Employee Assistance Programs
• Flexible workplace opportunities at our beautiful new Fanshawe St office packed with modern technologies, stand-up desks, open space and coffee machines in two large modern kitchens with cafe-inspired dining areas

Please note: We're eager to get the right person on board as soon as possible. We don't have set closing dates, so we'll start reviewing applications as they come in. Don't wait—apply now to make sure you're considered.