Service & Journey Lead

He aha ai tātou – Why us?

At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand. Kia renarena te taukaea i Aotearoa New Zealand.

Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s about you. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.

Through our AI School, access to world-class learning platforms, or career pathways that evolve with you, we create an environment where your curiosity thrives, and your skills accelerate.

Join us and be part of something extraordinary: connect with purpose and help redefine what’s possible.

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata. “If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”

Ko tō tūranga – your role

We’re growing our Customer Journey capability and have an opportunity for an experienced journey professional to join our Auckland-based team. You’ll play a key role in shaping, governing and continuously improving how One NZ’s customer and frontline journeys work across Consumer, SME and Enterprise.

Working across Join, Use, Change and Help journeys, you’ll take ownership of journey design and standards from the earliest stages of an initiative through to launch and ongoing performance. You’ll help ensure experiences are simple, connected and effective across digital, contact centre, retail, IVR and AI-enabled channels.

You’ll work with cross-functional teams to identify friction, challenge designs that don’t meet our standards and turn customer insights, frontline feedback and operational data into practical improvements. You’ll also provide clear recommendations that help leaders make informed decisions about journey design, priorities and readiness for launch.

Ultimately, you’ll help ensure our journeys don’t just look good on paper, they work in the real world, making life easier for customers and frontline teams while delivering measurable customer, operational and commercial outcomes.

Ko tō mahi – what you’ll do

• Partner with initiative owners from the earliest design stages to define current and future states, shaping simpler, more connected end-to-end customer and frontline journeys.
• Own and maintain journey maps and service blueprints, ensuring a clear and consistent view of how experiences work across channels, systems and teams.
• Enforce journey standards, service design principles and experience guardrails, providing design assurance and constructively challenging solutions that don’t meet the required standards.
• Use customer insights, operational data and frontline feedback to identify root causes of customer effort, avoidable contact, repeat work and operational inefficiencies, turning these into practical improvements.
• Work alongside Product, Marketing, Technology, AI, Process, Digital and channel teams to ensure journey requirements are embedded into solutions from the start.
• Govern and optimise customer, frontline and AI-enabled journeys, including conversational and agentic AI experiences, to ensure they deliver simple, effective and connected experiences.
• Translate complex journey challenges into clear recommendations for leaders, outlining customer and frontline impacts, options, risks, trade-offs and preferred approaches.
• Lead journey design assurance and readiness reviews, ensuring solutions meet required standards and providing recommendations that inform prioritisation and go/no-go decisions.
• Monitor journey performance and track improvements against customer experience, containment, conversion, retention, frontline productivity and commercial outcomes, ensuring benefits are realised.

Na tōu rourou - what you’ll bring

• Extensive experience in service design, customer journey management or journey optimisation within a complex, customer-facing organisation.
• Strong expertise in journey mapping, service blueprinting and end-to-end experience design, with a proven track record of delivering measurable customer and business outcomes.
• Experience working within governance frameworks, applying design standards and assessing the quality and readiness of proposed solutions.
• A strong understanding of customer and frontline operations across digital and assisted channels, with knowledge of emerging AI-enabled customer experiences.
• Strong analytical and critical-thinking skills, with the ability to interpret complex information, evaluate options and balance customer, operational and commercial considerations.
• Strong financial and commercial acumen, with experience assessing cost-to-serve, quantifying improvement opportunities, building benefits cases and measuring the financial and operational value of journey improvements.
• Proven ability to influence senior stakeholders, navigate competing priorities and constructively challenge decisions while building alignment across teams.
• Excellent communication and facilitation skills, with the confidence to simplify complex issues, lead discussions and present clear, practical recommendations to senior leaders.
• Experience in telecommunications, banking, insurance, utilities, aviation, large-scale retail or another complex service environment would be beneficial, but telco experience isn’t essential.

Nā mātou te rourou – what you’ll get

• One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & whānau commitments.
• A fully subsidised Southern Cross health insurance cover for you and your family.
• Lifestyle leave, giving you the option to purchase an extra week or two of annual leave.
• Discounts on One New Zealand products, services and much more!

We are proudly Rainbow Tick certified and champion diversity of thought, perspective and background. Joining our whānau is more than starting a new job - it’s the beginning of a journey that will challenge and inspire you to play a role in something bigger.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others.