Research Lead - Customer Experience

About LIC

Livestock Improvement Corporation (LIC) is a farmer-owned co-operative that has backed herd improvement in New Zealand’s dairy industry for over 115 years. The organisation helps farmers make better day-to-day decisions through advanced genetics, dependable testing and diagnostics, integrated on-farm software, and strong customer service.

As a long-standing co-operative, LIC supports farmers, their families, and rural communities for the long term. Its people are central to that mission, whether they work on farm, in the lab, or in support functions behind the scenes.

Role overview

This newly established position reports to the Experience Design Manager and is responsible for improving customer experiences across all LIC touchpoints. The role is focused on turning customer understanding into practical action and delivering outcomes that can be measured.

It is a hands-on role that combines strategy, design, and delivery to build smooth, customer-focused experiences with meaningful impact.

What you will do

• Create and implement customer experiences that are clear, consistent, and effective.
• Convert customer research, feedback, and insight into workable improvements that lift satisfaction and loyalty.
• Use human-centred design and Design Thinking methods to address real customer challenges.
• Map and improve end-to-end customer journeys to remove friction and strengthen the experience.
• Spot opportunities for enhancement and lead initiatives that produce measurable results.
• Work closely with teams across the business to build customer thinking into everyday decisions.
• Experiment, review, and refine solutions continuously using feedback and insights.
• Ensure experience design work supports LIC’s wider strategic direction.

Skills and experience

• Background in customer experience, service design, or a similar discipline.
• Strong capability in translating data, insights, and feedback into practical action.
• Experience with journey improvement and solving complex customer problems.
• Knowledge of human-centred design and Design Thinking approaches.
• Confident facilitation skills with the ability to influence and bring stakeholders together.
• Comfort working in a fast-moving environment that continues to evolve.
• Proactive and curious attitude with a commitment to ongoing improvement.

What’s on offer

The role is based around 10 minutes from Hamilton in a semi-rural setting, offering a lifestyle shift for people seeking better work-life balance and lower living costs than larger cities. Flexible and remote working arrangements are also available.

Along with a competitive salary, the position includes extra leave, flexible working options, discounted health, life, income and disability insurance, access to an employee share scheme, wellbeing discounts, free onsite parking, free EV chargers, and a Hamilton office set in a park-like environment with a tennis court, pool, onsite café, and social club.

Additional information

This opportunity is well suited to someone who wants the freedom to think laterally, influence outcomes, and help shape the direction of customer experience at LIC.