Customer Experience Lead
Laybuy, New Zealand
Job Description
Does the idea of joining a NZ founded fintech that’s experienced rapid growth having expanded globally and listed on the ASX all within 4 years excite you? We’re committed to responsible lending and offering customer-led products and services and are humbled to see how many new customers and Merchants are signing up for our Buy Now, Pay Later product. We think it’s a pretty exciting time to join. Our global Laybuy team has doubled in the past 12 months and we’re not slowing down! This means we’ve got an exciting opportunity for someone to join the NZ team in a newly created Customer Experience Lead role.
Your day to day will include leading our NZ-based customer experience team amp; everything that comes with that, delivering on our great customer experience including ensuring the team are aware of and strive towards key KPI’s, minimising our fraud risk, working as a part of the global CX team (Auckland amp; London), keeping up to date with and identifying trends and building relationships with the Laybuy team and our customers.
Requirements
- Have 3+ years experience in a similar role
- Great knowledge and understanding of best practice customer experience globally
- Ability to develop innovative approaches to issues in support of strategic business initiatives and objectives
- Passionate about providing the best customer journey amp; experience possible - we have big goals!
- Strong commercial awareness and analytical skills
- Experience leading a team and ideally in rostering and KPI management
- If you’ve got experience in financial technology and/or retail that would be a bonus!
- Are resilient, detail orientated, positive, self motivated, driven by challenges, open to feedback, loves to learn + flexible to change
Benefits
- Have the opportunity to make your mark in a Kiwi success story
- We love to connect, celebrate, reward and recognise
- Laybuy HQ is based in the B:Hive, a purpose built co-working space, complete with breakout spaces, social events, a resident-only gym, free weekly yoga, a massage chair amp; a ping pong table!
- Your birthday off! We’d rather you spend the day relaxing amp; celebrating
- Work for a business that values flexibility, diversity and career growth
If you've got what it takes, we’d love to hear why you’re the perfect fit for us. Click 'apply' today!
As this is a global role, you’ll need you to be flexible with working hours.
You must be eligible to work in New Zealand to be considered for this position. No recruitment agencies thank you