Outstanding Customer Experience Change & Capability Manager

About Contact Energy

At Contact Energy, we believe that home holds the utmost importance. This belief influences our leadership in New Zealand’s energy transition, powering the nation, and enhancing customer experiences for our trusted clients. Guided by our core values and behaviors, we are a dedicated team striving to make life better through our work. While primarily a power, broadband, and mobile provider, we are boldly investing in renewable energy, digital innovation, and interconnected work practices to leave Aotearoa better than we found it.

Opportunity Overview

We are currently advancing one of the most significant transformations in our Retail business through our Future Retail Platform. This phase involves reimagining customer interaction, team workflows, and essential capabilities to operate in an AI-enabled, digital future.

The Outstanding Customer Experience (OCX) Change & Capability Manager role is central to leading this transformation by integrating strategy, technology, operating model design, capacity building, and adoption. Your leadership will ensure change becomes a sustained way of working, shaping the future operating model and guiding people through meaningful change benefiting customers and teams alike.

Key Responsibilities

• Lead OCX’s contributions to major transformation projects, ensuring human factors, capabilities, and adoption objectives are prioritized from inception.
• Design and deploy future operating models combining people, processes, capabilities, workflows, and multichannel customer interactions within a modern technology-enabled setting.
• Develop and implement change strategies encouraging adoption of new technologies, methods, and customer service experiences.
• Manage a multidisciplinary team encompassing change management, learning development, content creation, and workflow optimization to maintain alignment and progress.
• Drive capability enhancements across the organization, preparing frontline and leadership teams for future operational environments.
• Influence organizational decisions enhancing customer experiences, employee engagement, and operational excellence.
• Establish metrics and monitor adoption, behavioral adjustment, and realization of benefits to guarantee sustainable transformation effects rather than temporary success.

Desired Qualifications and Attributes

• Demonstrated leadership in extensive customer, digital, or operational transformation initiatives.
• Expertise in designing operating models that harmonize customer satisfaction, employee experience, productivity, and financial goals.
• Proficient in building capability frameworks, learning approaches, and adoption programs fostering lasting behavioral change.
• Strong commercial insight with the ability to convert strategy into quantifiable business results.
• Exceptional change leadership skills including strategic formulation, stakeholder management, and adoption promotion.
• Experience with operating model design or implementation aligned with progressive business goals.
• Comfortable interacting with senior stakeholders and cross-disciplinary teams.
• Resilient with strategic acumen and confidence managing ambiguity.
• Practical understanding of digital, AI-driven, and omnichannel customer service environments.
• Background in contact centre or customer operations is preferred.
• Experience with CRM systems, digital transformation, or large-scale technology deployment.
• Proven ability to help organizations evolve in response to shifting customer expectations via innovative digital and AI solutions.

Additional Information

This is a permanent full-time position based primarily in Wellington, with flexible work options considering team and business needs. Regular collaboration across teams nationwide and travel to customer operation centers is expected. The role leads a team of five specialists and is crucial to the success of one of Contact’s most impactful customer experience initiatives.

Contact Energy supports employee wellbeing through flexible arrangements, inclusion initiatives, premium health insurance, KiwiSaver boosts, equity participation, unique parental leave policy, home and wellbeing allowances, and discounts on services.

We prioritize belonging and diversity by fostering an inclusive environment where all individuals feel respected and valued, and we welcome applications from all backgrounds who are eligible to work in New Zealand.