Outstanding Customer Experience Change & Capability Manager

Contact Energy; Wellington; On-site; NZD 120,000 - 160,000; Full time

Benefits offered by this job

Free health insurance

Boosted KiwiSaver

Access to Contact Shares

Home setup & wellbeing payment

Parental leave policy

Product discounts for Contact customer

Job summary

Contact Energy is seeking an Outstanding Customer Experience Change & Capability Manager to lead a major transformation of OCX, connecting strategy, technology and operating models to deliver tangible outcomes for customers and teams.

You will shape the future operating model, build capability for tomorrow's customer environment and guide people through change, delivering measurable improvements in customer and employee experience.

Qualifications

• Proven experience leading large-scale customer, digital or operating model transformation.
• Experience designing operating models balancing customer, employee, productivity and commercial outcomes.
• Experience building capability frameworks, learning strategies or adoption approaches for sustained behavioural change.
• Strong commercial judgement translating strategy into measurable business outcomes.
• Strong change leadership including shaping strategy, influencing stakeholders and driving adoption.
• Experience designing or implementing operating models to support future business outcomes.
• Confidence navigating senior stakeholder environments and influencing across disciplines.

Responsibilities

• Lead OCX's contribution to major transformation initiatives, ensuring people, capability, operating model and adoption outcomes are considered from day one.
• Design and implement the future OCX operating model, defining how people, processes, capability, workflow and customer channels come together in a modern, tech-enabled environment.
• Build and execute the change strategy to introduce new technology, ways of working and customer experiences.
• Lead a multidisciplinary team of specialists across change, learning, content and workflow optimisation to create alignment and momentum.
• Drive capability uplift across the organisation, ensuring frontline and leadership teams are ready for the future state.
• Influence programme and business decisions that improve customer experience, employee experience and operational performance.
• Define and track adoption, behavioural change and benefits realisation to ensure lasting transformation benefits.

Skills

Large-scale transformation

Operating model design

Change leadership

Stakeholder influence

Capability building

Digital and AI-enabled experience

Omnichannel operations

Strategic thinking

Job description

Outstanding Customer Experience Change & Capability Manager

TeTākinatanga | Our Story
At Contact, we believe home is the mostimportant placein the world.That belief shapes everything we do,from leading New Zealand's energy transition and powering Aotearoa, to creating better experiences for the customers who trust us to connect and power theirhomes..Guided by ourValues & Behaviours,we'rea team who care deeply about the work we do,how we support one another, and the impact we have. Simply put, we touch lives to make life better.

We'rea power, broadband, and mobile company, butwe'realso investing boldly in renewable energy, digital innovation, and smarter, more connected ways of working(mahi). Our ambition is simple: to leave Aotearoa better than we found it.

Right now,we'reinvesting in the future of customer experience through one of the most significant transformations in our Retail business. As we move into the discovery and design phase of our Future Retail Platform,we'rereimagining how customers interact with us,how our teams work, and the capabilitieswe'llneed to thrive in a more digital, AI-enabled future.

This role exists to lead the transformation of our Outstanding Customer Experience (OCX) function and turn ambitious transformation programmes into a sustainable way of operating.You'llconnect strategy, technology, operating model design, capabilityupliftand adoption to ensure changedoesn'tjust golive,it becomes part of how we work.

You'llhelp shape the future operating model, build the capabilityrequiredfor tomorrow's customer environment, and guide our people through change in a way that delivers meaningful outcomes for both customers and our teams. This is a rare opportunity to influence the future direction of a critical part of Contact while leading a transformation that will leave a lasting impact across the business.

Job Description

TeWhiwhingamahi | The Opportunity

Few roles offer the opportunity to redesign how an entire customer functionoperateswhile helping shape the future experience fornearly everyContact customer. This is one of them.

As a member of the OCXLeadership Team,you'llinfluence decisions that shape the future of customer experience across Contact and act as a key voice in hownew technology, AI-enabled experiences and operating models are embedded into everyday frontline operations.You'llbe responsible forhelping turn a bold future vision into reality while ensuring our people are equipped, engaged and ready to succeed.

You'llbe trusted to:

• Lead OCX's contribution to some of Contact's most significant transformation initiatives, ensuring people, capability, operatingmodeland adoption outcomes are considered from day one.
• Lead the design and implementation of the future OCX operating model, defining how people, processes, capability,workflowand customer channels come together in a modern, technology-enabled customer environment.
• Build and execute the change strategyrequiredto successfully introducenew technology, ways of working and customer experiences.
• Lead a multidisciplinary team of specialists across change, learning,contentand workflow optimisation, creating alignment,clarityand momentum.
• Drive capability uplift across the organisation, ensuring frontline and leadership teams are ready for the future state environment.
• Influence programme and business decisions that improve customer experience, employeeexperienceand operational performance.
• Define and track adoption, behaviouralchangeand benefits realisation, ensuring transformation delivers lasting outcomes rather than short-term implementation success.

Success in this rolewon'tbe measured by the delivery of a programme. It will be reflected in frontline teams confidentlyoperatingina new environment, leaders equipped to own change, measurable improvements in customer and employee experience, andclear evidencethat transformation benefits have been realised.

Qualifications

Kowaikoe| About You

You'resomeone who gets energised by shaping the future rather thanmaintainingthe status quo.

You know how to bring people with you through complex change and havelikely ledsignificant transformation programmes where technology, process,capabilityand customer outcomes were deeply connected.You'recomfortable operating strategically while also rolling up your sleeves when needed. Most importantly,you'remotivated by the opportunity to make a meaningful difference.

Whatyou'llbring

• Proven experience leading large-scale customer, digital or operating model transformation.
• The ability to design operating models that balance customer experience, employee experience,productivityand commercial outcomes.
• Experience building capability frameworks, learning strategies or adoption approaches that support sustained behavioural change.
• Strong commercial judgement and the ability to translate strategy into measurable business outcomes.
• Strong change leadership capability, including shaping strategy, influencingstakeholdersand driving adoption.
• Experience designing or implementing operating models that support future business outcomes.
• Confidence navigating senior stakeholder environments and influencing across multiple disciplines.
• Resilience, strategicthinkingand the confidence to lead through ambiguity.
• A pragmatic understanding of digital, AI-enabled and omnichannel operating environments.
• Experience in contact centre, customer operations or omnichannel environments.
• Experience helping organisations adapt to changing customer expectations through modern digital and AI-enabled experiences.

Ifyou'reexcited about the opportunity butdon'ttick every box,we'dstill love to hear from you.We'reinterested in capability, potential and perspective as much as experience.

Additional Information

This is a permanent opportunity leading a team of five experienced specialists and playing a key role in one of Contact's most significant customer experience transformations.

We support flexible working where it works for the individual, theteamand the business.Our main hubs are in Wellington, Auckland and Tauranga, and this role is best suited to someone who can work flexibly from one of these locations to enable strong in person connection and collaborationgiven the proximity to key stakeholders and customer operations teams.This rolewill alsoinvolve regular collaboration with teams across themōtuand travel toourcustomer operation centres.

Contact is not a placeyou'llstagnate.We'regrowing, evolving, and investing in our people. We also offer a bunchofother perkslike free health insurance cover, boosted KiwiSaver, access to Contact Shares, a 'Good to be Home' annual payment towards your home set up & wellbeing, a trail-blazing parental leave policy, twice yearly payments towards our products if you're a Contact customer, and more!

Here at Contact Energy (Te Mata Hiko), we know our strength lies in developing a sense of belonging - one that helps us attract and retain people with a broad range of perspectives and experiences.

We're committed to creating a workplace where everyone feels valued, respected, and empowered to bring their whole selves to work. Our goal is to reflect the diversity of our customers and communities to help build a better Aotearoa New Zealand.

We have a rich community of talented people that we support to thrive at Contact.

Our inclusive hiring process is designed to embrace the diversity of Aotearoa New Zealand, ensuring a wide range of perspectives are included in our decision-making and helping reduce bias along the way.

The wellbeing of our kaimahi is super important to us.

We use employee insights to offer a range of initiatives and resources to support physical, mental, financial and emotional wellbeing – including flexible working arrangements, employee network groups and a market-leading parental leave policy.

At Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent team. In the event that unsolicited CVs are submitted by recruitment agencies, Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.