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Head of Sales & Service Experience
Full-time
One NZ's ambition is to become the most AI-enabled telco on the planet. As Head of Sales & Service Experience, you will lead how One New Zealand designs and improves end-to-end sales and service journeys across every customer channel. You will bring together journey design, service design, channel readiness, and change leadership to create simple, connected, and commercially effective experiences across digital, assisted, retail, partner, self-service, and AI-enabled channels.
What You'll Do
Lead and evolve One NZ's sales and service journey framework, design standards, and channel experience guardrails.
Define the experience requirements, service design principles, and future-state vision for customer-facing technology, agent tools, and channel capabilities.
Lead journey and service design activity, including journey blueprints, service models, and workflows.
Own the channel change framework, including impact assessment, readiness, communications, training, and adoption planning.
Act as the customer experience and change lead for key strategic programmes, including T-One / Salesforce and Identity.
What You'll Bring
Extensive experience leading journey design, service design, customer experience, or transformation delivery in a complex omni-channel environment.
Strong understanding of sales and service operating models across digital, assisted, retail, partner, self-service, and AI-enabled channels.
CRM, contact centre, or digital transformation experience, with Salesforce experience preferred.
Proven people leadership experience building high-performing teams.
