Customer Experience Owner (CIAM)

Take ownership of a vital digital platform that enables secure access for millions. We are partnering with a leading organisation in the banking sector to find a technically proficient and product-focused Customer Experience Owner (CXO) to lead a critical platform in their digital ecosystem, the Customer Identity and Access Management (CIAM) system.

This pivotal, high-impact role is responsible for ensuring seamless customer identity experiences across mobile, web, and API channels while driving platform evolution, performance, and resilience.


Key Responsibilities:

- Own the end-to-end experience for the CIAM platform, from vision and roadmap to delivery, maintenance, and enhancements.
- Oversee a mission-critical, real-time system used by over a million New Zealanders and hundreds of thousands of businesses.
- Collaborate with engineering, digital, architecture, security, and vendor partners to deliver value while balancing risk, uptime, and compliance.
- Drive continuous improvement across operations, incident management, and system upgrades.
- Lead the long-term transition from on-premise to a cloud-native architecture over a 2–5 year roadmap.
- Evaluate and guide the adoption of leading CIAM technologies such as IBM ISAM/Verify, Ping Identity, and ForgeRock. 


Qualifications: 

- Proven product ownership experience in IAM/CIAM environments, particularly in real-time, customer-facing platforms.
- Deep technical understanding of identity protocols such as OAuth2, OIDC, SAML, and SCIM.
- Experience in operational excellence, having led platforms where downtime is not an option, and managing incidents, risks, and business continuity/disaster recovery (BCDR) frameworks.
- Strong technical fluency, with the ability to engage in architectural discussions and influence long-term direction.
- Familiarity with regulated environments and risk/compliance frameworks such as PCI-DSS is highly desirable.
- A tertiary qualification in a relevant technical field is preferred.


Culture, Ownership & Future Direction:

This role is not for a hands-off product leader. Success means fully owning a complex platform and taking pride in managing it end-to-end, including addressing late-night incidents, mitigating security risks, and overseeing vendor management when necessary. You will join a close-knit team of engineers and testers and report directly to the Platform Lead, who values people-first leadership, transparency, and collaborative delivery.

The culture is low-ego and high-accountability, with no tolerance for blame, there is ample opportunity to learn, grow, and lead by example. The ideal person is a calm, curious, and technically confident leader who is as comfortable discussing code as they are engaging with business stakeholders.


Working Environment:

- Hybrid work is encouraged, with 1–2 days a week in the office for team and leadership connections.
- A strong internal team culture with regular engagement surveys and flexible support for work-life balance.


What’s in it for You?

- Lead a platform that is critical to business success and customer trust.
- Define and deliver the roadmap for the future evolution of CIAM, including cloud migration.
- Influence multiple layers of a major banking organisation, from digital experience to core infrastructure.
- Work with modern technology, supportive leadership, and a clear mission.


Are you ready to lead something that truly matters? Apply now to take ownership of a nationally significant platform. For a confidential discussion, please contact Teresa Jordan at 027 376 4884. Offshore candidates are welcome; capability and timing are what matter most.

At Tribe we have our guiding light to show us the way. We bring our whole selves to work. We encourage inclusion in every single interaction. We genuinely care about people and are curious about their stories. We celebrate all points of view. We will help you find your tribe, the same way we have. We’re all on a journey together so come along.