Senior Customer Experience Strategist

About the role

Join one of New Zealand’s most iconic brands as a Senior Customer Experience Strategist. You will partner with senior leaders to translate customer strategy into measurable priorities, ensuring every major business decision delivers meaningful customer and commercial impact.

Key responsibilities

• Define where the business should win with customers across key segments and moments that matter.
• Partner with business leaders to turn customer strategy into clear priorities and outcomes across the entire value proposition.
• Influence major initiatives by embedding customer and commercial thinking into decision‑making.
• Create consistent approaches for assessing customer impact across enterprise initiatives.
• Connect teams to deliver cohesive, aligned customer experiences.
• Support governance and decision‑making frameworks that strengthen both customer and business outcomes.

Required profile

• Strong customer obsession with a proven track record shaping experiences that drive preference, loyalty and buying behaviour.
• Experience influencing strategic decisions in complex, customer‑focused environments.
• Commercial judgement linking customer needs to market share, cost‑to‑serve and strategic value.
• Ability to communicate a compelling vision and influence stakeholders across multiple teams and levels.
• Delivery empathy – understanding how ideas become real through product, digital, operational and frontline channels.
• Background in customer strategy, experience design, transformation, product or consulting.
• Analytical and critical thinking skills with the ability to simplify complexity.
• Strategic problem‑solving ability to cut through ambiguity and frame clear choices for senior leaders.
• Excellent communication and relationship‑building skills.

Required skills

What we offer

• Discounted staff travel for you, friends and whānau.
• FlexiLeave – purchase up to four extra weeks of leave each year.
• Strong learning culture with development and growth opportunities.
• Wellbeing support, including Employee Assistance Programme services.