Title:  Customer Experience and Advocacy 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

As the Customer Experience and Advocacy Lead at One NZ, you play an influential part in championing a customer-first mindset across our Voice & Messaging (V&M) channels, both onshore and offshore. You’ll lead the design, implementation, and ongoing evolution of our Voice of Customer (VOC), programming insights into action to deliver personalised, predictive, and proactive experiences. As a senior leader within the V&M team, you’ll drive excellence in customer advocacy, quality, compliance, and readiness, empowering teams through real-time sentiment analysis, capability uplift, and operational alignment.

Your leadership ensures our people are supported, our systems are ready, and our customers feel heard and valued at every touchpoint. Through strong cross-functional collaboration, you’ll influence tools, processes, and transformation initiatives that enhance the customer journey, embedding a culture of continuous improvement and innovation to deliver remarkable experiences and better outcomes for our people and communities.

Ko tō mahi – what you’ll do

• Lead CX, capability, and culture programs to deliver consistent, personalised service; embed continuous improvement and customer-first thinking; and oversee governance of complaints and customer protection standards.
• Champion the Voice of Customer program, turning feedback into actionable insights, advocating for customer needs, and ensuring a consistent experience across all touchpoints.
• Lead the use of real-time sentiment tools and predictive analytics to uncover insights, shape future-state CX, and enable proactive customer engagement.
• Drive readiness for change by leading training, coaching, and enablement initiatives that equip teams to consistently meet evolving customer needs.
• Define and uphold quality standards, ensure compliance across customer channels, and drive continuous improvement through data and feedback.
• Act as a key connector across teams, aligning priorities, shaping CX strategy with cross-functional partners, and championing the customer voice in strategic forums.

Na tōu rourou - what you’ll bring

• Proven experience understanding customer needs, behaviours, and expectations, with the ability to balance empathy and commercial outcomes.
• Demonstrated success in designing and executing CX strategies across multiple channels, while balancing long-term vision with short-term priorities.
• Strong capability in using data, trends, and analytics to inform decisions, with hands-on experience leveraging VoC and sentiment tools for improvement.
• Extensive experience coaching and empowering teams through change, with the ability to influence stakeholders across all levels.
• Well-rounded experience in contact centre operations and readiness planning, with a track record of improving service quality and compliance through structured frameworks.
• Proven ability to lead in fast-paced, evolving environments, embedding change through effective communication, engagement, and enablement.

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.