Experience Lead

About the role

Fonterra is seeking an Experience Lead to shape the way employees and leaders access and engage with People & Culture knowledge on the Āwhina (ServiceNow) self‑service platform. You will own the design, governance and overall experience of knowledge content, ensuring it is clear, trustworthy and easy to use across the global organisation.

Key responsibilities

• Shape and govern the knowledge experience, keeping content clear, owned and consistently maintained.
• Improve access and usability so employees and leaders can quickly find and apply information.
• Drive continuous improvement by analysing feedback and usage data.
• Enable People & Culture capability by building a network of content contributors.
• Deliver targeted campaigns that provide the right content to the right audience at the right time.
• Own knowledge operations, managing approvals, quality checks and feedback channels.
• Enhance onboarding and service tools, keeping resources current and user‑friendly.

Required profile

• Strong written communication skills with the ability to simplify complex information.
• Experience in content design, communications or knowledge management.
• Customer‑first mindset focused on improving self‑service experiences.
• Confidence working with multiple stakeholders and influencing outcomes.
• Excellent planning and organisational abilities to manage competing priorities.
• Analytical mindset using data and feedback to drive improvement.

Required skills

• ServiceNow (knowledge platform)

What we offer

• Opportunity to work in a global dairy co‑operative that values care, collaboration and contribution.
• Ability to influence a critical employee experience function across a worldwide workforce.
• Supportive People & Culture team and a culture of continuous learning.