Head of Sales & Service Experience

One NZ is seeking a Head of Sales & Service Experience to lead the design and improvement of end-to-end sales and service journeys across every customer channel. The ideal candidate will have extensive experience in journey design, service design, and transformation delivery in a complex omni-channel environment.

Requirements

• 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
• Proven ability to develop and embed journey frameworks, service standards, and change approaches that improve consistency and execution
• Experience working closely with Product, Technology, and delivery teams to ensure customer and frontline needs are built into solutions from the outset
• Strong change leadership capability, including impact assessment, readiness planning, communications, training, and adoption
• Experience influencing major transformation programmes, ideally across CRM, digital, identity, AI-enabled service, or contact centre environments
• Strong human-centred design, systems thinking, and problem-solving skills, with the ability to turn complexity into practical outcomes
• Proven people leadership experience, with the ability to build high-performing teams, create accountability, and lift organisational capability
• CRM, contact centre, or digital transformation experience, with Salesforce experience preferred

Benefits

• Fully subsidised Southern Cross health insurance cover for you and your family
• Lifestyle leave, giving you the option to purchase an extra week or two of annual leave
• Discounts on One New Zealand products, services and much more!