Head of Client Experience

About the company

Aon is a major insurance brokerage focused on helping clients make informed choices with clarity and confidence. The business emphasizes doing the right thing for customers and supporting them when circumstances change.

About the role

This position leads the design and delivery of strategies that improve client engagement, strengthen loyalty, lower churn, and build long-term relationships across SME and Commercial segments.

You will partner with Retail leaders, client managers, and product and placement teams to identify clients at risk, intervene early, and improve the full client journey from onboarding through renewal and, when needed, offboarding.

The role has strong visibility across the business and will shape how the company supports its most important clients.

What you will do

• Create and oversee retention frameworks that protect key client relationships across the organization.
• Work with Retail leadership and account management teams to spot churn risk and drive timely retention actions.
• Run structured offboarding processes and analyze exit reasons so the findings can inform future retention plans.
• Use executive dashboards and client health indicators to identify emerging risk and support decisions.
• Communicate retention performance, risks, and initiatives clearly to internal stakeholders.
• Track market movements and client risk signals, then turn them into practical retention and growth actions.
• Collaborate with Retail leaders and client managers to build retention plans that reflect client needs and commercial goals.
• Coordinate cross-functional teams to deliver smooth, high-value client experiences.
• Ensure solutions meet regulatory requirements, internal standards, and client expectations.
• Deliver client retention targets and support revenue growth through upsell and cross-sell work with sales and commercial teams.
• Provide portfolio and client insights to help guide financial and strategic decisions.
• Promote wellbeing, safe practices, inclusion, respect, and the company’s enterprise strategy and brand across the business and externally.

About you

You should be commercially minded, strongly client-focused, and comfortable solving churn and retention challenges using both data and human insight. Confidence with senior stakeholders and the ability to influence in a fast-moving, performance-driven environment are important.

Requirements

• Substantial experience in business development, growth, account management, or a similar B2B role, ideally in SME or commercial markets.
• A strong history of leading client engagement and retention.
• Experience working across sales, product, marketing, and operations to create seamless client experiences.
• Practical experience managing the client lifecycle, including onboarding, engagement, renewal, and offboarding.
• Experience with client interviews, exit surveys, and root-cause analysis to understand why clients leave.
• Background in fast-paced, growth-oriented environments where adaptability and continuous improvement matter.
• Solid understanding of New Zealand insurance legislation, regulatory frameworks, and compliance duties.

Additional information

The role is based in Auckland, New Zealand and is a full-time, onsite position.

Aon describes its values as committed, united, and passionate.

The company offers a supportive and inclusive culture, with collaboration, development, and wellbeing highlighted as key parts of the experience.

Benefits include a competitive base salary with an annual incentive, learning and professional development opportunities, Health and Life Insurance, Income Protection options, and Employee Assistance Programme services.

Applicants are asked to submit a CV and a short cover letter describing relevant experience and interest in the role.

Aon is an equal opportunity employer and welcomes applications from people of all backgrounds. Reasonable adjustments can be provided during the application and interview process and for essential job duties after joining.

Contact for accommodations: ReasonableAccommodations@Aon.com

Reference: 2572061

No vacancy count was specified.