Head of Āwhina Experience

Fonterra Co-operative Group; Auckland; Hybrid; NZD 180,000 - 260,000; Full time

Benefits offered by this job

Health and well-being programs (mental

Flexible/hybrid working where possible

Employee recognition

Community involvement and cultural连接

Job summary

Fonterra Te Mātāpuna invites a strategic, commercially minded leader to head the Āwhina Experience and own the end-to-end user journey across employee services on the ServiceNow platform. You will shape the experience strategy, roadmaps, and measures, partnering with Technology, People & Culture, and Service Hub to drive adoption, value realisation and continuous improvement.

This hybrid NZ role offers impact at scale within a global dairy co-operative, with emphasis on human-centred design,

Qualifications

• Significant experience across product ownership, service design and employee experience in complex environments.
• Proven ability to own and prioritise experience roadmaps and translate insights into measurable outcomes.
• Strong stakeholder engagement and ability to align senior leaders across functions.
• Experience in agile, data-driven decision making to maximise value.

Responsibilities

• Define and lead the experience vision, strategy and roadmap for Fonterra's Āwhina platform.
• Own end-to-end employee and agent experience across self-service, knowledge, search and AI-enabled interactions.
• Translate user needs into prioritised improvements with technology and delivery partners.
• Establish measures and indicators to track value realisation and adoption.
• Collaborate with cross-functional leaders to guide investments by user needs and outcomes.

Skills

Product ownership

Service design

Employee experience

Customer experience

Digital products

Business transformation

Agile

Lean Six Sigma

Change management

Education

Certifications in Product Ownership

Lean Six Sigma

Change Management

Tools

ServiceNow

Analytics tools

Job description

At Fonterra Te Mātāpuna, we want everyone to feel they can be themselves.

Whether you're early in your career or ready for your next step, Fonterra offers a unique opportunity to grow with a global dairy co-operative that values care, collaboration, and contribution.

Owned by New Zealand dairy farmers and supported by a dedicated team, we are all working together to create a better future. Imagine tomorrow with us, where your career can grow, and you can create positive change.

We're transforming how our people access services, information, workflows and support through Āwhina, our enterprise ServiceNow platform.

Āwhina serves as the digital front door for employee services, bringing together self-service, knowledge, workflows and AI-enabled support into one connected experience.

As Āwhina continues to mature, we're bringing together ownership of the end-to-end experience under a dedicated leader who can ensure user needs, adoption and value realisation remain at the centre of every investment and improvement decision. This newly created role offers the opportunity to shape the future experience strategy for one of Fonterra's most significant enterprise platforms.

As Head of Āwhina Experience, you'll act as the voice of the user and own the end-to-end experience delivered through the platform. Bringing together human-centred design, service design, digital product thinking and data-driven decision-making, you'll create seamless experiences across employee services, agent experiences, self-service, knowledge management, search and AI-enabled interactions.

Reporting to the GM Strategic Programmes, you'll establish the experience strategy, roadmap and ways of working that will shape the future evolution of the platform. Operating at an enterprise level, you'll influence leaders across the Service Hub, People & Culture, IT and other business functions to ensure investment decisions are guided by user needs, measurable outcomes and value realisation. You'll also help shape how AI-enabled support and virtual agent capabilities enhance the employee experience.

A few areas of focus will be to:

• Define and lead the experience vision, strategy and roadmap for Fonterra's ServiceNow platform, ensuring investment decisions are guided by clear priorities, measurable outcomes and user needs.
• Own the end-to-end employee and agent experience across self-service, workflows, knowledge management, search, virtual agent and AI-enabled interactions, driving improvements in adoption, satisfaction and productivity.
• Champion human-centred design principles by leveraging user research, journey mapping, analytics and experience insights to shape priorities and influence product and delivery decisions.
• Translate user needs and business objectives into prioritised experience improvements, partnering closely with technology and delivery teams to ensure solutions deliver measurable outcomes.
• Establish experience measures and performance indicators to track value realisation, continuously improving how people access services, information and support across the organisation.

You are a strategic and commercially minded leader who thrives in complex environments. Equally comfortable setting direction and driving execution, you're passionate about creating simple, intuitive experiences that improve how people interact with services and technology.

Experience with ServiceNow, Enterprise Service Management, Shared Services environments, and continuous improvement methodologies such as Design Thinking, Lean or Agile will be highly regarded.

The successful candidate will bring:

• Significant experience across product ownership, service design, employee experience, customer experience, digital products or business transformation, with a track record of leading experience outcomes in complex environments.
• Deep expertise in human-centred design, user research and journey mapping, with experience owning and prioritising experience roadmaps and translating insights into measurable business outcomes.
• Strong stakeholder engagement, facilitation and influencing skills, with the ability to align senior leaders and drive change across multiple functions.
• Experience operating in Agile and product-led environments, using data, analytics and performance insights to inform decisions and maximise value realisation.
• Experience designing and continuously improving employee, customer or service experiences at enterprise scale.
• Relevant certifications in Product Ownership, Agile, Lean Six Sigma or Change Management are advantageous.

At Fonterra, our values of Good Together, Better Every Day, and Every Drop Counts, are for everyone no matter your background, identify or experience. These values guide us in delivering exceptional outcomes for our farmers, customers, communities, and each other. Discover how your values align with ours by taking our Values Quiz

We care for our people globally. Our comprehensive benefits support your well-being, development, and work-life balance:

• Fair and equitable pay
• Health and well-being programs (medical, mental health support)
• Work-life balance options (flexible/hybrid working where possible)
• Employee recognition
• Support for community involvement and cultural connection

At Fonterra, we are inspired by purpose and guided by our principles and values. Together, we create goodness for generations and make a global impact at a local level. As part of our Co-operative, you are an everyday creator, imagining what Fonterra, dairy, and you can be here.

Together, we're shaping a future of inclusion | He Wāhi mō te Katoa

Inclusion is key to our Co-operative. We're building a team that reflects the diverse world we live in, believing it drives better decisions and innovation.

We welcome applications from all backgrounds (ethnicities, genders, identities, orientations, ages, abilities, neurotypes, cultures, religions).

If you face accessibility issues or need accommodations during the process, please contact your recruiter. We ensure fair participation, allowing you to be at your best. Tātou, tātou.

Applications close at midnight on 21 October