Outstanding Customer Experience Change & Capability Manager

TeWhiwhingamahi The Opportunity 

Few roles offer the opportunity to redesign how an entire customer function operates while helping shape the future experience for nearly every Contact customer. This is one of them. 

As a member of the OCX Leadership Team youll influence decisions that shape the future of customer experience across Contact and act as a key voice in how new technology AI-enabled experiences and operating models are embedded into everyday frontline operations. Youll be responsible for helping turn a bold future vision into reality while ensuring our people are equipped engaged and ready to succeed. 

Youll be trusted to: 

• Lead OCXs contribution to some of Contacts most significant transformation initiatives ensuring people capability operating model and adoption outcomes are considered from day one. 
• Lead the design and implementation of the future OCX operating model defining how people processes capability workflow and customer channels come together in a modern technology-enabled customer environment.  
• Build and execute the change strategy required to successfully introduce new technology ways of working and customer experiences. 
• Lead a multidisciplinary team of specialists across change learning content and workflow optimisation creating alignment clarity and momentum. 
• Drive capability uplift across the organisation ensuring frontline and leadership teams are ready for the future state environment. 
• Influence programme and business decisions that improve customer experience employee experience and operational performance. 
• Define and track adoption behavioural change and benefits realisation ensuring transformation delivers lasting outcomes rather than short-term implementation success. 

Success in this role wont be measured by the delivery of a programme. It will be reflected in frontline teams confidently operating in a new environment leaders equipped to own change measurable improvements in customer and employee experience and clear evidence that transformation benefits have been realised. 

Qualifications :

Kowaikoe About You 

Youre someone who gets energised by shaping the future rather than maintaining the status quo. 

You know how to bring people with you through complex change and have likely led significant transformation programmes where technology process capability and customer outcomes were deeply connected. Youre comfortable operating strategically while also rolling up your sleeves when needed. Most importantly youre motivated by the opportunity to make a meaningful difference. 

What youll bring 

• Proven experience leading large-scale customer digital or operating model transformation. 
• The ability to design operating models that balance customer experience employee experience productivity and commercial outcomes. 
• Experience building capability frameworks learning strategies or adoption approaches that support sustained behavioural change. 
• Strong commercial judgement and the ability to translate strategy into measurable business outcomes. 
• Strong change leadership capability including shaping strategy influencing stakeholders and driving adoption. 
• Experience designing or implementing operating models that support future business outcomes. 
• Confidence navigating senior stakeholder environments and influencing across multiple disciplines. 
• Resilience strategic thinking and the confidence to lead through ambiguity. 
• A pragmatic understanding of digital AI-enabled and omnichannel operating environments. 
• Experience in contact centre customer operations or omnichannel environments. 
• CRM digital transformation or large-scale technology implementation experience. 
• Experience helping organisations adapt to changing customer expectations through modern digital and AI-enabled experiences. 

If youre excited about the opportunity but dont tick every box wed still love to hear from you. Were interested in capability potential and perspective as much as experience. 

Additional Information :

This is a permanent opportunity leading a team of five experienced specialists and playing a key role in one of Contacts most significant customer experience transformations. 

We support flexible working where it works for the individual the team and the business. Our main hubs are in Wellington Auckland and Tauranga and this role is best suited to someone who can work flexibly from one of these locations to enable strong in person connection and collaboration given the proximity to key stakeholders and customer operations teams. This role will also involve regular collaboration with teams across the mōtu and travel to our customer operation centres. 

Contact is not a place youll stagnate. Were growing evolving and investing in our people. We also offer a bunch of other perks like free health insurance cover boosted KiwiSaver access to Contact Shares a Good to be Home annual payment toward your home set up & wellbeing a trail-blazing parental leave policy twice yearly payments towards our products if youre a Contact customer and more! 

Applications close on Wednesday 12th August. But just like peak demand great talent surges early so if this role sparks your interest power up your application now! 

Here at Contact Energy (Te Mata Hiko) we know our strength lies in developing a sense of belonging - one that helps us attract and retain people with a broad range of perspectives and experiences.

Were committed to creating a workplace where everyone feels valued respected and empowered to bring their whole selves to work. Our goal is to reflect the diversity of our customers and communities to help build a better Aotearoa New Zealand.

We have a rich community of talented people that we support to thrive at Contact.

Our inclusive hiring process is designed to embrace the diversity of Aotearoa New Zealand ensuring a wide range of perspectives are included in our decision-making and helping reduce bias along the way.

The wellbeing of our kaimahi is super important to us.

We use employee insights to offer a range of initiatives and resources to support physical mental financial and emotional wellbeing including flexible working arrangements employee network groups and a market-leading parental leave policy.

At Te Mata Hiko we want everyone to thrive. We welcome applicants far and wide - of every age stage background and pride. Join us and be part of a team that values your passion and attitude just as much as your experience and skills.

Please note only candidates with the right to live and work in New Zealand will be considered for this role.

Research shows that while men apply to jobs where they meet 60% of the criteria women and those in underrepresented groups tend to only apply if they tick every box. Were not about box ticking so if you think you have what it takes but dont meet everything stated above please still get in touch. Wed love to kōrero.

Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent the event that unsolicited CVs are submitted by recruitment agencies Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.

Remote Work :

No

Employment Type :

Full-time