Title:  Innovation UX 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 UX Innovation Lead at One NZ, you’ll be a catalyst for the future of user experience across our Voice & Messaging (V&M) channels, bringing bold ideas to life through design thinking, agile collaboration, and strategic execution. While not the primary decision-maker, you’ll ensure the right frameworks, principles, and requirements are in place to enable successful delivery. Working closely with the Service Programme Lead, Service Strategy Lead, and the wider V&M Leadership Team, you’ll co-create and implement long-term strategic roadmaps that shape seamless customer and agent experiences.

A key part of your role will be crafting clear business requirement documents (BRDs) and defining guiding principles that empower teams to innovate with purpose. With a focus on emerging technologies like AWS, AI, asynchronous messaging, and intelligent IVRs, you’ll help create emotionally intelligent, digitally enhanced journeys that are as efficient as they are impactful.

Ko tō mahi – what you’ll do

• Execute UX innovation plans in collaboration with agile squads, translating visionary concepts into actionable initiatives aligned with strategic business goals.
• Develop clear, detailed Business Requirement Documents with the Service Strategy Lead, defining user needs, flows, and priorities to guide successful delivery.
• Lead the application of design thinking to solve both customer and agent experience challenges. Focus on ideating, prototyping, and iterating on solutions that are aligned with user needs and business objectives.
• Leverage emerging technologies such as AWS, AI, and intelligent IVRs to optimize customer journeys and enhance the tools and processes used by frontline teams.
• Align innovation initiatives with broader business and transformation goals by partnering with V&M leaders and collaborating across technology, operations, and CX teams to ensure seamless integration.
• Define innovation principles and best practices that guide decision-making, ensuring customer and agent-centric experiences that are efficient and scalable.
• Gather and analyse feedback from customers and agents to rapidly iterate and improve experience solutions, ensuring optimal outcomes.

Na tōu rourou - what you’ll bring

• Experience working in agile squads, collaborating with cross-functional teams to bring innovations to life.
• Proven ability to create clear, actionable Business Requirement Documents (BRDs) that guide design and delivery efforts.
• Strong understanding of customer and employee experience design, with a focus on developing innovative solutions that meet both user needs and business goals.
• Deep knowledge of AWS, AI, IVR, and real-time analytics, with an ability to leverage these technologies to enhance V&M experiences.
• Experience defining principles and best practices that guide teams in delivering high-quality, customer-centric experiences.
• Excellent ability to collaborate across teams and communicate complex ideas clearly, both in written documents (BRDs, principles) and verbal presentations.

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.