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Customer Solutions Lead

Business Process Improvement
3481 Total Views
  • Wellington based with flexible working arrangements
  • Manage significant delivery partnerships
  • Reports to Head of Customer Solutions.


Take a lead role in enabling ACC to develop a customer experience culture and embed our customer strategy across the business.

We want all people in New Zealand receive the support they need to avoid injury and manage their own wellbeing

As Customer Solutions Lead you will deliver customer experience expertise, advice and guidance to the business through the development of strong delivery partnerships.  This will enable the business to have the right resources, expertise, insights and tools so they can continuously and improve customer experience and outcomes.


This role works in partnership with senior leaders across ACC (including roles such as Value Stream Owners, Product Managers and Product Owners) to ensure customer strategy, research, insights and tools inform the prioritisation, design and delivery of change and deliver improved customer outcomes and experience.


We’re committed to Te Tiriti o Waitangi by providing space for mātauranga Māori based approaches to lead, support and develop approaches, tools, actions and knowledge that creates space for Māori and Tangata Tiriti (non-Māori).   

 Our Te Tiriti o Waitangi direction is guided by the Whāia Te Tika - ‘Pursue What is Right’ – Māori Strategy. It illustrates our commitment to improve Māori access, experience and outcomes through our role managing the ACC scheme.


What we are looking for from you to be successful in this role:

  • Success in leading improvements to customer experience and enabling effective customer prioritisation decisions.
  • The ability to translate insights into design thinking and service solutions.
  • A collaborative approach to working at a senior level and the ability to engage people at all levels.
  • Demonstrated ability to develop and deliver sound strategic plans that balance the interests of customers and stakeholders.
  • Experience in partnering with internal and external stakeholders
  • Highly effective influencing and negotiation skills.
  • Previous experience as a Product Manager, Product Owner, or delivery manager.

If you can tick off a few of the list above we’d love to hear from you.  For us, it’s about how you go about your work – the relationships you build along the way and how you support your team for success.  


Working at ACC:

We know that a diverse and inclusive team helps us meet the needs of our customers, and we welcome candidates from every ethnicity, national origin, gender identity, age, and those with a disability or who have additional mental health needs. It is important to us that people are free to be themselves at work. Here are some ways we encourage that:

  • Employee networks to support our colleagues from diverse backgrounds.
  • The option to explore flexible working that suits your needs and ours.
  • Development opportunities in te reo Māori me ngā tikanga.


For a PD click HERE.

Applications will run through to 5pm 24 June 2021.

Applications can only be accepted when submitted through our ACC Career Website. If you encounter accessibility issues when submitting your application, or if you have any questions about the role please email cath.scott2@acc.co.nz

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