Aon

1 month ago

Head of Client Experience

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Lead and shape enterprise-wide retention strategies to reduce churn and build long-term client loyalty across SME and Commercial segments. Drive end-to-end client lifecycle, collaborate cross-functionally (sales, product, marketing, operations), and use data and client feedback to continually improve retention and client experience.

Location: Auckland

Workplace: Hybrid

Employment Type: Full time · Permanent

Job Function: Administration & Executive Assistance

Seniority: Sr. Director level

Key Responsibilities

•Lead and govern enterprise-wide retention frameworks that safeguard key client relationships and reduce churn
•Partner with Retail leadership and account management to identify churn risk and implement timely retention interventions
•Oversee offboarding programmes and root-cause analyses to convert exit insights into actionable retention strategies
•Use executive dashboards and client health metrics to surface risk indicators and inform decision-making
•Collaborate across functions to ensure high-value client experiences and alignment with commercial objectives

Pay and Benefits

Perks:Health InsuranceIncome ProtectionLearning BudgetEmployee Assistance

Key Requirements

•Significant experience in business development, growth, or account management in a B2B environment, ideally within SME/commercial settings
•Proven track record leading client engagement and retention, with tangible success in reducing churn
•Experience working cross-functionally with sales, product, marketing and operations to deliver seamless client experiences
•Hands-on experience managing the full client lifecycle (onboarding, engagement, renewal, offboarding)
•Experience conducting client interviews, exit surveys, and root-cause analysis to understand drivers of churn and inform retention strategies

Experience:InsuranceB2BClient retentionEnterprise sales

Skills:LeadershipCommunicationStakeholder managementData-drivenProblem-solving

Languages:English

Company Brief

Aon

Global professional services firm providing risk, retirement, human resources, and insurance brokerage solutions to clients worldwide, including consulting, reinsurance, and data-driven risk management services.

Industry: Insurance

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: London, United Kingdom

Founded: 1982

Glassdoor: 3.9

Website LinkedIn Glassdoor

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Aon