- Lead ACC's customer channels, contact centre, many-to-many service team, and digital platform and business customer functions
- Drive and improve client experience and digital service adoption and delivery
- Champion a high-performance culture in the customer connection team
Our vision is that ACC is a trusted and high-performing organisation, providing care, supporting recovery and promoting injury prevention, now and into the future.
About ACC | Mō mātou
At ACC, we help prevent injuries and get New Zealanders and visitors back to everyday life if they’ve had an accident.
Our Service Delivery group provides critical client-facing and support services for people injured in an accident, working in close partnership with other groups within ACC to achieve positive outcomes for New Zealanders. Customer Connection is at the front end of supporting clients, businesses and partners to connect with ACC in ways that are accessible, efficient and customer-centred.
About this role | Mō tēnei tūranga mahi
The Head of Customer Connection is an enterprise leadership role within ACC’s Service Delivery group, responsible for leading the operational delivery and ongoing development of ACC’s customer connection channels, including contact centres, ACC’s many-to-many service team, digital platforms and customer products. The focus is on improving client experience, increasing digital uptake and ensuring ACC’s channels continue evolving to meet current and future client, enterprise and rehabilitation system needs.
As a member of the Service Delivery leadership team reporting to the Deputy Chief Executive Service Delivery, you’ll work closely with leaders across Service Delivery and the wider organisation to deliver connected, client-focused services and outcomes.
This is a 12-month fixed-term opportunity to lead a large, multi-disciplinary function and deliver meaningful improvements across ACC’s customer channels, digital services and business customer and client experience.
Key areas of focus:
- Building and leading a high-performing Customer Connection leadership team and culture.
- Leading ACC’s customer connection channels, including contact centres, digital channels and customer platforms.
- Driving the delivery of ACC’s customer connection and channel strategy, with a focus on improving customer experience and accessibility.
- Driving the delivery of ACC’s business customer strategy.
- Increasing digital uptake and supporting the shift toward more digital and self-service customer interactions across ACC.
- Working closely with Technology & Data and other business groups to deliver platform and channel improvements.
- Contributing to the leadership of Service Delivery as a member of the Service Delivery leadership team.
What we’re looking for | Ngā tino pūkenga me ngā wheako
We’re seeking a senior leader who brings experience across customer service delivery, contact centre or channel environments, combined with the ability to drive change and improve customer experience in a complex organisation.
You will bring:
- Strong understanding of digital channels, platforms or customer technology, and how these can be used to improve customer experience and organisational efficiency.
- Proven experience leading customer service delivery, contact centre, or multi-channel customer functions in a large and complex environment.
- Experience driving improvements in customer experience, service delivery performance and operational efficiency across customer channels.
- Demonstrated ability to lead through change, deliver transformation initiatives and influence across large organisations.
- Strong strategic capability, with the ability to set direction while ensuring operational delivery.
- Excellent stakeholder engagement skills, with the ability to work across business and technology teams and influence at a senior level.
- Demonstrated experience engaging with Boards and Ministers.
Apply now | Tono mai
Applications close at 12 noon on Thursday 23rd April 2026. We’ll be assessing applications as they’re received, so we encourage you to apply for this role at your earliest convenience. For a confidential discussion please contact Jeremy McLeod, jeremy@inside.co.nz.
