Senior Customer Journey Architect

Alt; Auckland; On-site; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Personal growth fund $1,000

Job summary

Halter is seeking a Customer Journey Manager to own the end‑to‑end farmer journey from initial contact to renewal across NZ, Australia, the US and South America. You’ll diagnose gaps, design a unified golden path, and lead hands‑on fixes with cross‑functional teams to improve retention and experience.

You’ll spend substantial time on farm and in field settings, aligning teams, measuring impact, and reporting progress to the VP Customer.

Qualifications

• Senior experience in customer journey management, service design, customer experience or operations, with a track record of improving outcomes customers feel.
• History of fixing cross-team problems using evidence and relationships rather than formal authority.
• Hands‑on experience mapping journeys and building service blueprints, then turning them into changes that stick.
• Comfort with data: setting baselines, choosing the right measures and showing whether a fix worked.
• Willingness to spend real time on farm and in the field, not just in workshops.
• Clear communicator who can bring function leads to agreement and present to senior leadership.

Responsibilities

• Design the golden path for farmers, ranchers and their animals, from the first conversation through install, first week, support and renewal
• Get on farm early and often, in at least two countries in your first 90 days, to see the journey as farmers live it
• Map today's journey with the teams who run each part, and find where handoffs drop and promises don't match what arrives
• Agree a starting point and a target for the measures that matter most, such as churn at first renewal or support contacts per farm
• Build a service blueprint and get it live within six months, so function leads work from one shared view of the journey
• Prioritise and fix the handoffs that hurt farmers most, working hands‑on with the teams involved rather than handing over recommendations
• Bring the evidence and the redesign to function leads, and take cross‑team fixes to the VP Customer and the go‑to‑market President when leads can't agree
• Account for how the journey differs across New Zealand, Australia, the United States and South America
• Report regularly to the VP Customer and wider leadership on progress against the measures we agreed up front

Skills

Senior experience

Cross-team collaboration

Journey mapping

Data-driven

Farm field time

Strong communicator

Fast-growth environment

Job description

Halter is seeking a Customer Journey Manager to own the end‑to‑end farmer journey from initial contact to renewal across NZ, Australia, the US and South America. You’ll diagnose gaps, design a unified golden path, and lead hands‑on fixes with cross‑functional teams to improve retention and experience.

You’ll spend substantial time on farm and in field settings, aligning teams, measuring impact, and reporting progress to the VP Customer.