Customer Communications Specialist

About the role | He Aha Te Tūranga
As a Customer Communications Specialist, you'll play a key role in improving operational communications across the end-to-end member journey. You'll review, refine and manage existing communications, identifying opportunities to simplify, streamline and optimise the experience for our members while ensuring communications are clear, consistent, compliant and aligned with our brand.

Working across marketing, operations, legal, compliance and customer teams, you'll lead improvements to operational member communications and help uplift the quality and maturity of how we communicate. You'll identify opportunities to simplify complex information, reduce duplication, improve consistency and create a more seamless member experience across key touchpoints.

This is an opportunity to make a meaningful difference to the member experience. By strengthening governance, simplifying communications and driving continuous improvement across the member journey, you'll help build trust, reduce risk and deliver clearer, more positive experiences for our members.

About you | Ko Wai Koe
You'll bring a unique blend of communication expertise, customer focus and commercial awareness.

You know how to take complex information and make it simple, actionable and customer-friendly, while balancing brand, compliance and operational requirements. Most importantly, you're passionate about creating clear, consistent communications that members can easily understand and trust.

You'll bring:

• Proven experience in customer or operational communications, ideally within insurance, financial services, or another regulated industry
• Exceptional writing skills with a strong focus on clarity, tone, and consistency
• Experience reviewing and improving high volumes of customer communications
• The ability to manage multiple stakeholders and priorities simultaneously
• Strong understanding of brand, compliance, and customer experience principles

About nib | Ko Wai M­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­­ātouHere at nib, we pride ourselves on our innovative and passionate approach in offering Kiwis affordable, world-class health and life insurance.

We believe in "challenging the status quo" and admire the diversity of thought and seek out people with an intrinsic need to make the world a better place. Health and wellbeing go hand in hand with our 'future state' strategy. Ehara i te toa takitahi (success is not achieved alone) - you will be joining a collaborative, innovative and driven team with the following benefits:

• Free health, life, income protection insurance + discounts for family members
• Hybrid work environment: work from home and the Christchurch or Auckland office
• Join a supportive and dedicated team where you can develop and enhance your career
• An exceptionally generous leave policy including 22 days annual leave, cultural leave, 18 weeks fully paid parental leave for all parents
• Short term incentive programmes

Diversity, equity and inclusion | Te kanorau me te whakaurungaWe embrace an inclusive working environment. We are LGBTQIA+, disability and neurodiverse inclusive, and welcome people from diverse backgrounds aiming to create a work environment where employee differences such as age, culture, nationality, accessibility, and education are valued to reflect the diversity of the communities in which we operate.

Our hybrid working model provides our employees with the flexibility to work from one of our office Hubs and from home based on what works best for them and their team. We make a commitment to come together with purpose and are excited to share moments that matter with one another.

Our Hubs are purpose built to support focused work, connection, and collaboration with peers. We provide a new starter benefit as well as ongoing financial support to set up and maintain a functioning home workspace. At nib, we're committed to creating a flexible working environment where you're free to be you.

All your information will be kept confidential according to EEO guidelines. Successful applicants will be required to complete a background check (including criminal history check) prior to commencement of employment.**

Next steps: If successful, you will receive an email from Sapia.ai inviting you to complete an online, chat‑based assessment.