Customer Experience Designer

About LIC

LIC is a farmer-owned cooperative that has been helping improve herds in New Zealand’s dairy industry for over 115 years. The organisation focuses on genetics, testing and diagnostics, farm software, and customer service to help farmers make better decisions every day.

As a long-standing cooperative, LIC supports farmers, their families, and rural communities with a view to long-term progress. Its people are central to that mission, whether they work on farms, in laboratories, or in support functions behind the scenes.

Role overview

In this Customer Experience role, you will sit within LIC’s Customer Experience function and report to the Experience Design Manager. Your work will focus on shaping and embedding consistent, measurable experiences across all customer touchpoints. You will translate customer insights into practical changes, keeping customer needs central to decisions, design, and delivery.

You will collaborate with product, delivery, and operations teams to connect strategy with execution. The role involves leading the design, optimisation, and ongoing improvement of experiences that are scalable, consistent, and aligned with LIC’s strategic priorities.

This opportunity will suit someone who enjoys working through complexity, turning insight into action, and improving outcomes that matter to customers.

Key responsibilities

• Create and implement customer experience strategies that lift satisfaction, strengthen loyalty, and improve brand perception.
• Use human-centred design methods to turn customer insight into solutions that are practical and effective.
• Apply design thinking to frame problems, test concepts, and deliver improvements that can be measured.
• Map, review, and refine end-to-end customer journeys to remove friction and improve consistency.
• Identify the underlying causes of customer pain points and drive cross-functional improvements with clear impact.
• Work closely with product, operations, sales, marketing, and support teams to build customer-led thinking into daily work.
• Track and communicate the outcomes of CX initiatives, including business impact and return on investment.
• Make sure all experience initiatives support LIC’s wider strategy and organisational priorities.

About you

You are likely to have experience in customer experience, service design, or a closely related area, along with a strong record of improving customer outcomes in measurable ways. You can analyse customer data, feedback, and insights to inform decisions, and you know how to improve end-to-end journeys by addressing key issues.

You will be comfortable using human-centred design and design thinking approaches, and you will bring strong facilitation and stakeholder engagement skills when working with a wide range of teams. You should also be adaptable, able to handle changing priorities, and bring a proactive, practical mindset focused on continuous improvement.

Benefits

• Competitive salary package.
• Additional leave days.
• Flexible working arrangements.
• Discounts on health, life, income, and disability insurance.
• Access to an employee share scheme.
• Wellbeing-related discounts.
• Free onsite parking and free EV charging for staff.
• Hamilton office set in park-like surroundings, with a tennis court, pool, onsite café, and social club.

Additional information

This is a visible and important role with strong scope to deliver meaningful results. You will join a values-led and progressive organisation, contributing to the future of dairy in New Zealand.