Customer Communications Lead
Christchurch, CAN, NZ AU Auckland, AUK, NZ
Have meaningful impact as a Customer Communications Lead.
IAG is the largest general insurance group in Aotearoa New Zealand and Australia. We’re a top-tier NZSE-listed company helping to make the world a safer place through creating a stronger and more resilient business and enabling our portfolio of iconic insurance brands.
Mō te Tūranga | About the Role
As Lead Customer Communications, you’ll own the strategy and delivery of customer communications across IAG NZ and our Bank Partners. This includes change, remediation, and compliance communications that are insight-led and aligned with customer experience principles. You’ll ensure all messaging is timely, personalised, and compliant with regulatory and operational risk frameworks.
This role leads out media, major event response, regulatory communications, and Hub Services—areas that require a steady hand, strategic oversight, and the ability to act swiftly and effectively. You’ll also coach and support a team of specialists, fostering a collaborative, values-driven culture and providing calm, clear leadership during high-pressure situations.
Working closely with cross-functional teams, you’ll align messaging, manage risk, and continuously improve communication processes and tools. Your ability to influence stakeholders, apply customer insights, and deliver strategic communications will be key to achieving strong business and customer outcomes.
This is a 9-month fixed-term opportunity based in New Zealand with a preference for those based in either Tāmaki Makaurau (Auckland), Ōtautahi (Christchurch) or Te Whanganui-a-Tara (Wellington).
Ōu Pūkenga | About You
To be successful in this role you’ll ideally have the following skills and experience:
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A strong background in BTL marketing or communications, ideally within financial services or another complex, regulated industry.
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Proven ability to lead cross-functional projects and manage multiple stakeholders effectively.
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Solid commercial acumen and a good understanding of regulatory and compliance requirements.
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Experience using customer data and insights to drive personalised communications.
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Excellent written and verbal communication skills, with the ability to simplify complex information.
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A calm, composed, and solutions-focused mindset—especially in high-pressure situations.
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A passion for helping customers and teams navigate complex challenges with empathy and clarity.
If you thrive in fast-paced, high-impact environments—this is the role for you. Join us and take the lead in delivering communications that matter—when it matters most.
Applications close Wednesday, 28 May 2025 at 11:59pm.
All this shows up in what we offer:
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Boosted Kiwisaver with 4% employer contribution and life insurance as standard
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Up to 50% off personal insurance, including home and motor insurance
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Annual $500 Health & Wellbeing payment
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5 myLeave days per year on top of annual leave
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Work from home and many more flexibility options with myFlex
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Energy transition opportunities to help us be net zero by 2050
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Grow your career through dynamic secondments
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Award-winning recognition and reward program*employment type eligibility criteria apply
Mō mātou| About us
IAG is the largest general insurance group in Aotearoa New Zealand and Australia. We’re also a tech and research facility, a hub for climate change experts and a centre of resilience design. We chat over coffee with customers, advocate for them in the corridors of Parliament and back them up in the community when life’s moments hit hardest.
We acknowledge Tāngata Whenua in Aotearoa and are committed to growing Māori prosperity and wellbeing in Aotearoa through He Rautaki Māori (IAG’s Māori Strategy). We celebrate unique viewpoints shaped by life experiences, cultures and passions. And expand careers, genuinely connect with community, lead with a powerful purpose and celebrate what makes you individual.
We're passionate about social issues, walk the talk on sustainability and strive to do more than standard on things that matter. We’re proud to be an accredited family-friendly workplace and are committed to being a safe and supportive space for all our employees. We do this because we’re ready for you.
We’re ready for you. Apply today.
Learn more about who IAG is here.