Channel Change Lead

One New Zealand Group; New Zealand; Remote; NZD 90,000 - 140,000; Full time

Benefits offered by this job

Southern Cross health insurance

Lifestyle leave

Discounts on One NZ products

Flexible hours / work from home

Rainbow Tick certified

Job summary

One New Zealand Group is seeking a Channel Change Lead to ensure change lands effectively across frontline teams and customers. You will orchestrate work between product, pricing, channels and support, ensuring readiness and minimal disruption.

The role focuses on end-to-end change management, from impact assessment to post-launch hypercare, with strong stakeholder engagement. You’ll enable evidence-based decision making, align roadmaps with channel requirements and drive adoption across

Qualifications

• Demonstrated change leadership in complex customer-facing or operational settings.
• Experience guiding frontline teams through major business, product, technology, process or compliance change.
• Strong understanding of readiness, adoption, go-live and hypercare processes.

Responsibilities

• Lead channel change for assigned portfolios from impact assessment to launch and hypercare.
• Build trusted relationships with portfolio leaders and stakeholders as the go-to change contact.
• Understand roadmaps, assess scale of change and reflect channel requirements in programme scope.
• Assess impact on customer journeys, processes, people, technology, access and knowledge.
• Create and maintain integrated readiness plans with milestones, owners and dependencies.
• Coordinate Product, Marketing, Journey, Process, Enablement, Communications and other teams to stay aligned.
• Provide governance with evidence-based readiness and escalate when not ready to proceed.
• Identify competing priorities and risks, proposing mitigation and sequencing strategies.
• Support go/no-go decisions and drive channel readiness through launch.
• Monitor adoption and close actions, feeding lessons back into delivery.

Skills

Change leadership

Stakeholder management

Readiness assessment

Cross-functional coordination

Go/no-go decisions

Portfolio management

Job description

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At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand. Kia renarena te taukaea i Aotearoa New Zealand.

Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s about you. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.

Through our AI School, access to world-class learning platforms, or career pathways that evolve with you, we create an environment where your curiosity thrives, and your skills accelerate.

Join us and be part of something extraordinary: connect with purpose and help redefine what’s possible.

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata. “If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”

As a Channel Change Lead, you’ll be the person who makes sure change actually works when it reaches our frontline teams and customers.

You’ll sit between the teams creating change and the channels that need to deliver it. From new products and technology through to pricing, compliance, processes and major programmes, you’ll understand what is changing, assess the impact and bring the right people together to make sure our channels are genuinely ready.

This goes beyond checking whether communications and training have been completed. You’ll consider what the change means for our people, customer journeys, processes, systems, access, knowledge and operational support, then provide an evidence-based view of whether we are ready to launch.

Working across a portfolio of initiatives, you’ll partner with teams throughout One NZ and help changes land across Retail, Care, Enterprise, Telesales, Set Up, Digital and partner channels. You won’t personally create every deliverable. Your role is to orchestrate the work, maintain accountability and help change land with minimal disruption before becoming successfully embedded into business as usual.

Ko tō mahi – what you’ll do

• Lead the channel change approach for assigned portfolios and initiatives, from early impact assessment and readiness planning through to launch, hypercare, adoption and transition into business as usual.
• Build trusted relationships with portfolio leaders, programme teams and channel stakeholders, becoming a clear point of contact for upcoming change.
• Get involved early to understand roadmaps, assess the scale of change and make sure channel requirements are reflected in programme scope and delivery plans.
• Assess the impact on customer journeys, frontline processes, people, technology, system access, knowledge, communications, learning, support and day-to-day operations.
• Create and maintain integrated readiness plans with clear deliverables, milestones, owners, dependencies, risks, evidence and channel sign-off requirements.
• Bring together Product, Marketing, Journey, Process, Enablement, Communications, Knowledge, Operations, Technology, Reporting and Support teams to keep activity aligned and executable.
• Provide governance teams with a credible, evidence-based readiness position and constructively challenge where a change is not ready to proceed.
• Identify competing priorities, cumulative change impacts and potential collisions across the portfolio, recommending practical mitigation, sequencing, fallback arrangements or launch conditions.
• Support go/no-go decisions and lead channel readiness through launch and hypercare, using frontline feedback and operational performance to identify and resolve issues.
• Monitor whether change has been adopted successfully, close outstanding actions and apply lessons to future delivery.

Na tōu rourou - what you’ll bring

• Demonstrated change leadership experience within a complex customer-facing or operational environment.
• Practical experience taking frontline or operational teams through significant business, product, technology, process or compliance change.
• A strong understanding of change impact assessment, business or operational readiness, implementation, adoption, go-live and hypercare.
• The ability to understand complex programme or technical change and translate it into clear, practical actions for customer-facing teams.
• Strong planning and organisational skills, with a methodical approach and the ability to manage several initiatives and competing priorities.
• Experience building integrated readiness plans, managing risks and dependencies, and supporting evidence-based governance and go/no-go decisions.
• Strong stakeholder leadership and influencing skills, including the confidence to challenge senior stakeholders constructively when something is not ready.
• An understanding of frontline operations and customer journeys across assisted and digital channels.
• The ability to connect and mobilise cross-functional teams without relying on direct authority.
• Clear, concise communication, sound judgement and the resilience to work effectively through ambiguity and changing priorities.
• A commercial and customer-focused mindset, with the ability to connect successful adoption to customer experience and operational performance.
• Experience in telecommunications, technology, SaaS, product-led organisations or large‑scale customer operations would be useful, but is not essential.
• 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 & whānau commitments.
• A 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!

We are proudly Rainbow Tick certified and champion diversity of thought, perspective and background. Joining our whānau is more than starting a new job - it’s the beginning of a journey that will challenge and inspire you to play a role in something bigger.

We stand to uplift, to support and to elevate others