About us
Southern Cross Health Insurance is shaping a healthier Aotearoa New Zealand. Our purpose is simple: empowering our members to live well for longer. We're here to give peace of mind through timely access to quality care, inspire healthier living, and lead positive change across the health system. As a New Zealand-owned, member-based organisation, we're building a future where wellbeing is at the heart of everything we do -- delivering exceptional value for our members and creating an environment where our people thrive.
Now is an exciting time to join us. You'll be part of a high-performing, values-driven team where people are at the heart of everything we do -- and in return for your talent, you'll have the opportunity to grow, make an impact, and be proud of the difference your work makes.
About the role
As Customer Engagement Manager – Remediation, you will lead the design and delivery of customer engagement programmes with a primary focus on remediation communications.
This role plays a critical part in ensuring fair, ethical, and compliant customer outcomes, translating remediation requirements into clear,
timely
, and
customer
‑
friendly
communications. Using
data
‑
driven
insights,
you’ll
design engagement journeys that strengthen customer affinity, improve retention, and reinforce our health and wellness promise.
In this role,
you’ll
champion strategies that put customers first - particularly at moments that matter - ensuring remediation programmes are delivered with accuracy, empathy, and integrity, while meeting regulatory and risk obligations.
Key responsibilities
Lead remediation
engagement strategies
Design and deliver customer engagement programmes with a strong emphasis on remediation activity, including corrective communications, process improvements, and customer
follow
‑
ups
.
Translate remediation requirements into effective, empathetic engagement journeys that support fair customer outcomes and
long
‑
term
trust.
Own
end
‑
to
‑
end
customer communications excellence
Manage
end
‑
to
‑
end
remediation communication processes, ensuring accuracy, timeliness, clarity, and compliance with regulatory, risk, and
plain
‑
language
standards.
Ensure all remediation communications align with COFI obligations and internal risk appetite.
Data integrity, decisioning & governance
Oversee data flows, decisioning logic, and technical briefs that underpin remediation and engagement activity,
maintaining
high standards
of data quality and governance.
Partner with data, digital, and technology teams to ensure remediation programmes are executed correctly and at
the required
scale.
Continuous improvement & learning
Champion a test, learn, and improve mindset, using remediation insights, customer feedback, and performance data to continuously enhance processes and customer journeys.
Help to
i
dentify
root causes and systemic improvements that reduce future remediation needs.
Cross
‑
functional
collaboration
Work closely with CX, UX,
marketing & engagement
, digital, risk, compliance, and delivery teams to embed remediation insights into broader customer journey design.
Provide clear, insightful briefs to agencies, suppliers, and internal stakeholders.
Measurement & impact
Monitor remediation and engagement effectiveness, including customer response, sentiment, NPS, retention, and churn.
Use insights to refine strategies and
demonstrate
improved customer outcomes and reduced cancellations.
About you
Proven experience managing complex customer engagement or remediation programmes, including detailed processes and data flows.
Strong ability to deliver simple, clear, and empathetic communications, particularly in sensitive or corrective customer scenarios.
Experience interpreting engagement and remediation effectiveness and translating insights into practical improvements.
Working knowledge of CRM
or
marketing automation
or
customer communications platforms.
A
data
‑
first
,
customer
‑
centric
mindset, with a strong focus on fairness, trust, loyalty, and retention.
Comfortable operating in regulated or
risk
‑
aware
environments.
Familiarity with Agile principles and adaptive ways of working.
Why this role
This is a unique opportunity to play a
hands
‑
on
role in remediation, where your work will directly
impact
customer trust, regulatory outcomes, and the sustainability of our membership base.
You’ll
operate
at the intersection of engagement, compliance, and customer experience - turning remediation into a meaningful, positive customer outcome.
Our values
who
we are and
what’s
important to us.
Ng
ākau nui.
Āhurutanga
.
Tikanga.
Join a team
that's
always there, always real, always true.
If you thrive in a purpose-driven,
diverse
and supportive culture, we think
you’ll
love working with us.
What we offer you
five days of wellbeing leave per year (pro-rated for part-timers)
health insurance for you and your immediate whānau
life insurance cover and discounts on pet and travel insurance
extra parental leave benefits and financial wellbeing support
ability to
participate
in our workplace wellbeing programme.
But
that’s
not all. If you need more time to support your whānau, we offer work-life balance, a hybrid environment and each year you have a volunteer day to spend with your team contributing to a cause or community of your choice.
This role is Auckland based, and while we appreciate interest from candidates in other locations,
we’re
unfortunately not able to consider remote options for this position.
We are proud to have taken the Pride Pledge, reflecting our commitment to inclusion and belonging. We also facilitate an active, employee‑led Diversity, Equity and Inclusion Forum, which includes our Rainbow Network, Māori Network, Pasifika Collective, and Neurodiversity and Whānau Support networks.
If you share our commitment and passion, we'd love to hear from you.