Head of Sales & Service Experience

Leading end-to-end sales and service journeys across all customer channels for One NZ; responsible for aligning new products, services, and technology changes with customer and frontline experience, shaping journey design, service standards, channel readiness, and change delivery across digital, assisted, retail, partner, self-service, and AI-enabled channels; collaborate with Product, Marketing, Technology, AI & Data, and channel leaders to improve customer, frontline, revenue, and cost-to-serve outcomes; drive continuous improvement and implement journey frameworks, service standards, and change approaches across omni-channel operations; provide strategic input into major programmes (e.g., T-One/Salesforce and Identity) and lead capability-building across the organisation; champion an experience-led culture and mentor others to grow journey and design capability.