Customer Communications Specialist

About the role

The Customer Communications Specialist will oversee the review, improvement, and day-to-day administration of operational customer communications used across the organisation.

This position ensures that every message is easy to understand, consistent in tone and structure, aligned with brand standards, and compliant with relevant regulations, while also accurately reflecting how internal processes work.

You will work with teams across marketing, operations, legal, compliance, and customer functions to raise the quality and maturity of customer-facing communications. A key part of the role is identifying ways to simplify content, standardise messaging, and improve the customer journey at every interaction point.

The role combines detail-oriented work with broader communication strategy, including reducing communication risk, strengthening governance, and supporting a more centralised and consistent approach to customer messaging.

About you

You communicate clearly and are confident translating complex or regulated information into customer-friendly language. You enjoy working with others, bring curiosity and a practical mindset, and are motivated by improving how organisations connect with their customers.

What you will bring

• Experience in customer or operational communications, preferably in insurance, financial services, or another regulated environment
• Strong writing ability with a focus on clarity, tone, and consistency
• Background in reviewing and improving a large volume of customer communications
• Ability to balance multiple stakeholders and competing priorities at the same time
• Solid understanding of brand standards, compliance obligations, and customer experience principles

About nib

nib is known for an innovative, energetic approach to making affordable, world-class health and life insurance available to Kiwis. The business values fresh thinking, a drive to improve the status quo, and people who want to make a positive difference.

Team and culture

You will join a collaborative, forward-thinking team that values wellbeing, diversity of thought, and working together to achieve shared outcomes.

Benefits

• Free health, life, and income protection insurance, plus family discounts
• Hybrid working arrangement with time split between home and the Christchurch or Auckland office
• Supportive team environment with opportunities to grow your career
• Generous leave package, including 22 days of annual leave, cultural leave, and 18 weeks of fully paid parental leave for all parents
• Short-term incentive programmes
• New starter support and ongoing financial assistance to set up and maintain a productive home workspace

Diversity, equity, and inclusion

The organisation promotes an inclusive workplace and welcomes applicants of all backgrounds. The environment is LGBTQIA+, disability, and neurodiverse inclusive, and values differences in age, culture, nationality, accessibility, and education.

Working arrangements

This role follows a hybrid model, with employees working from office hubs and from home depending on what best suits them and their team. The office hubs are designed to support focused work as well as collaboration and connection.

Additional information

All information provided by applicants will be treated confidentially in line with equal employment opportunity guidelines. Candidates who are successful will need to complete a background check, including a criminal history check, before starting employment.

Next steps

Shortlisted candidates will be invited to complete an online, chat-based assessment through Sapia.ai.