Head of Sales & Service Experience

About the role

As Head of Sales & Service Experience you will shape how One NZ designs and improves end‑to‑end sales and service journeys across every customer channel. This senior leadership position ensures that new products, services, technology changes and transformation initiatives are built with both customer and frontline experience in mind from day one.

Key responsibilities

• Lead the evolution of One NZ’s sales and service journey framework, design standards and channel experience guardrails.
• Maintain deep understanding of channel operations, customer interaction models and frontline workflows to ensure designs are operationally effective.
• Define experience requirements, service design principles and future‑state vision for customer‑facing technology, agent tools and channel capabilities.
• Integrate customer and frontline experience requirements into initiatives early, establishing clear standards and outcome measures.
• Drive journey and service design activities, including journey blueprints, service models, workflows and readiness requirements.
• Own the channel change framework, covering impact assessment, sequencing, readiness, communications, training and adoption planning.

Required profile

• Proven senior leadership experience in sales, service or customer journey design, preferably within a telecom or technology environment.
• Strong ability to collaborate across product, marketing, technology, AI & data and channel teams.
• Track record of delivering commercially effective, simple and connected customer experiences at scale.
• Excellent change leadership and stakeholder management skills.

Required skills