About Asteron Life
Asteron Life has been supporting New Zealanders for nearly 150 years. We are here to help customers build bright futures and protect what matters most. We offer a range of personal, business and employee insurance products that can help our customers through just about anything life throws at you.
We work with our financial advisers, who provide expert insurance advice and match the right insurance needs to help our customers live life to the fullest, and our strategic partners who provide tools and information so customers can assess their needs and find the cover that’s best suited to them.
We value diverse backgrounds and perspectives, foster an inclusive, collaborative and flexible working environment, that will support your professional growth and reward your contribution.
The Role
Asteron is seeking an experienced Customer Advocacy Manager to champion the voice of the customer and drive good customer outcomes across the organisation.
The Customer Advocacy Manager is responsible for ensuring fair and timely resolution of escalated complaints, delivering training to enhance complaints handling processes, and driving initiatives that enhance customer experience.
The successful candidate will play a key role in shaping Asteron Life’s conduct culture and ensuring that a customer-first approach is embedded throughout our business.
Key Responsibilities
- Lead customer advocacy initiatives to drive fair and timely outcomes
- Manage escalated complaints, including those referred to external dispute resolution bodies
- Develop and enhance complaints handling frameworks, tools, and training
- Analyse complaint trends and systemic issues to inform continuous improvement
- Collaborate across teams to embed customer feedback into business decisions
- Champion support for vulnerable customers through training and process design
- Deliver insights and reporting to senior stakeholders and governance committees
- Maintain compliance with CoFI and other regulatory obligations
- Promote a strong conduct culture through coaching, engagement, and innovation
- Enhance conduct metrics and dashboards for effective risk monitoring
What you bring:
- Bachelor’s degree in Law (preferred)
- Experience in insurance or financial services
- Strong understanding of life insurance products and conduct obligations
- Expertise in complaints management and customer vulnerability standards
- Exceptional communication skills and stakeholder engagement ability
- Proven leadership in cross-functional initiatives
- Analytical mindset with the ability to turn data into actionable insights
- Familiarity with AI tools and emerging tech to enhance customer outcomes
- Adaptable, proactive, and committed to continuous improvement
Why Join Us?
At Asteron Life, we provide a flexible work environment and access to a range of employee benefits that will support you both personally and professionally including:
- Discretionary bonus scheme
- Career pathways, including local and global mobility opportunities.
- Leading Learning Platforms and support in professional development
- Medical Plan and Wellbeing Programs
- Life, Income Protection and Trauma Cover.
Accessibility and Checks
Before commencing employment in this role, you will need to provide two references, full working rights and complete police and credit checks through an online provider. As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at .
Before commencing employment in this role, you will need to provide two references, full working rights and complete police and credit checks through an online provider. As an equal opportunity employer strongly committed to working in a diverse and inclusive workforce you will be provided with any support or accessibility requirements throughout your interview process. Please feel free to contact our Talent Team directly at .
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