Title: Change Readiness Lead
Ko mātou tēnei – our organisation
At One New Zealand, our purpose is help create a better-connected Aotearoa, New Zealand. We're focusing on investing more into simpler and better products and services, to make things even better for New Zealanders.
We proudly champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.
Ko tō tūranga – your role
Join our Voice and Messaging - Contact Centre Operations team as a Change Readiness Lead, where you’ll play a vital role in ensuring frontline teams—both onshore and offshore—are fully prepared for every change, initiative, and transformation on the horizon. You’ll assess potential impacts, develop structured in-channel readiness plans, and guide seamless transitions that maintain operational efficiency and customer satisfaction. By providing insights and recommendations to the wider business, you’ll ensure changes are clearly communicated, training needs are met, and the effects on people, processes, and customers are well understood and proactively managed.
You’ll also lead the demand governance forum, working closely with leadership teams to review, challenge, and collaborate—ensuring business and customer needs are balanced and met. With a strong focus on capability development, you’ll empower teams to confidently deliver exceptional customer experiences through every stage of change.
Ko tō mahi – what you’ll do
- Coordinate operational readiness by partnering with cross-functional teams to plan change initiatives, define training and support needs, and foster a collaborative, high-morale team culture.
- Assess change impacts by identifying risks, communicating challenges and opportunities, leading demand governance, and delivering clear communication strategies to support adoption.
- Manage stakeholder relationships by influencing decisions, improving agent experience, addressing skill gaps, sharing insights, and ensuring teams are informed and aligned.
- Drive continuous improvement by enhancing processes, monitoring change impacts, resolving friction points, and refining readiness practices to optimise customer and service outcomes.
- Lead the design and delivery of capability programs, ensuring frontline readiness, driving engagement and cultural alignment, supporting transformation, and simplifying agent workflows.
Na tōu rourou - what you’ll bring
- Proven leadership and coaching ability, with strong experience in capability development, change management, and a collaborative, communicative approach to driving team success.
- Genuine passion for continuous improvement and customer experience, backed by strong analytical skills and hands-on experience with VoC tools and methodologies.
- Strong collaborator with a customer-first mindset, skilled in leveraging VoC insights and cross-functional partnerships to drive continuous experience improvements.
- Customer advocate with experience implementing real-time sentiment tools to enable proactive, personalised experiences and ensure customer needs are central to decision-making.
- Strategic thinker with a strong ability to shape predictive engagement strategies, using data to anticipate customer needs and elevate satisfaction.
- Experienced in generating actionable CX insights by partnering with analytics teams and applying effective measurement principles across V&M channels.
Nā mātou te rourou – what you’ll get
- One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & family commitments.
- A fully subsidised Southern Cross health insurance cover for you and your family.
- Laptop, unlimited data plan, market leading cell-phone for business or personal use.
- Lifestyle leave where you can purchase an extra week or two of annual leave.
- Discounts on One New Zealand products, services and much more!
At One New Zealand, we have a clear purpose to create a better-connected Aotearoa. We’ve got Heart, showing up as our best selves in every situation. We have the Grit to deliver a radically better world for our customers. We embrace the Freedom to shape the future, creating a more progressive, more inclusive Aotearoa.
Joining the One New Zealand whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.
Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.
We stand to uplift, to support and to elevate others.