Head of Client Experience

Reference Number: 7495aa

Location: Auckland

  • Outstanding opportunity to create a world class customer service function
  • Organisation in exponential growth phase



The Head of Client Experience will lead the customer experience strategy of NZ Funds: one of New Zealand’s most innovative investment managers, which is embarking on a period of extraordinary and exponential growth. NZ Funds already delivers a world-class customer experience based on superior levels of responsiveness and care, sophisticated processes and systems, and refined data analysis capability. You will lead the strategy for the client service team and drive the changes needed to improve the team’s operating and organisational efficiency even more.


NZ Funds is on a mission to transform the long-term wealth of all New Zealanders. The company’s intelligent investment approach – which is also one of the most responsible and sustainable in New Zealand – reaches well beyond traditional shares, bonds and cash to find the growth investors deserve. A national network of financial advisers uses market-leading technologies to help Kiwis plan for their futures and achieve their long-term financial goals. And a range of accessible investment products, including KiwiSaver, enables all New Zealanders to benefit from NZ Funds’ innovations, no matter where they are on their wealth journey.


The successful candidate will be able to demonstrate the following:

  • Outstanding leadership skills with the ability to inspire and motivate others, guiding them in a unified direction.
  • A proven track record leading and developing high-functioning client service teams with high customer satisfaction scores.
  • Outstanding customer focus and interpersonal savvy.
  • An effective communication style and excellent storytelling ability.
  • Proven experience driving positive change and influencing enhanced performance in a client service team.
  • The ability to tailor messages for different audiences and communicate complex concepts in a simple, unambiguous, understandable and convincing manner.
  • Strong technical skills that enable the development of tools and systems to deliver a world-class client service function – this will entail CRM, telephony and digital channels, contact centre transformation, channel optimisation and performance management.


To apply in strict confidence now, please complete the ‘apply for this job’ application form, attaching your cover letter and CV. Applications close on 31 May 2021 @ 8:30am. Emails will be electronically acknowledged and further correspondence may be by email.

Click here to view the Head of Client Experience Candidate Briefing Document.

For more information please phone Ben Stevenson on +64 21 612 106 or Tash Wilson on +64 21 448 648.

To apply use application form or email cvakl@sheffield.co.nz

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