Customer Experience Specialist

Customer Experience Specialist | Newmarket

• Join us in a role where your work truly makes a difference.
• Continue to shape the future of resident experience at Metlifecare!
• Competitive salary, exhaustive range of staff benefits

About the role

As our Customer Experience Specialist, you’ll play a pivotal part in creating exceptional experiences for residents across our 37+ villages. This is more than just a job, it’s an opportunity to combine customer insights, operational excellence, and digital innovation to improve our residents lives every day. You’ll champion initiatives that put people first, ensuring our residents feel valued, supported, and connected through world-class service and cutting-edge digital platforms.

Reporting to the Executive Operations and Strategy Manager, you’ll drive continuous improvement in resident satisfaction and operational effectiveness. You’ll own the vision and roadmap for our resident-facing digital platforms while supporting village-led initiatives.

Key responsibilities:

• Execute resident satisfaction surveys and share actionable insights
• Support Operations Managers with CX action plans and track progress
• Analyse feedback trends to boost NPS and OSAT scores
• Act as product owner for resident-facing digital platforms, driving adoption and enhancements
• Build strong relationships with residents, and internal teams

About you:

You’ll bring 3-5+ years’ experience in customer experience, insights, or operations within a people-focused business, along with strong communication, analytical, and organisational skills. You’re confident using CRM systems and digital tools, able to balance strategic thinking with practical delivery, and ideally have experience in aged care, healthcare, or retirement living.

About us

Established in 1984, Metlifecare is a leading owner and operator of retirement villages, providing rewarding lifestyles and care to more than 6,500 New Zealanders. We pride ourselves on providing retirement communities in which people are empowered to be the very best version of themselves.

Staff Benefits Include:

• 3 paid wellness days per annum
• 1 paid day of leave to celebrate your birthday each year
• Health Insurance - automatic cover free to all permanent staff
• 26 weeks of parental leave on full pay and 5 days paid leave for partners
• Kiwi Saver payments continued for those opted in over the age of 65 years
• Employee assistance program (EAP)
• Refer a friend incentive of up to $1500*
• Access to thousands of online training modules and courses from some of the world's leading learning specialists
• Education, Development and Training Support

Happy holidays! Our recruitment team will be operating at reduced capacity from 22 December to 12th January, which may result in a delay in responding to your application. For enquiries, please contact