Service & Journey Lead

The Service & Journey Lead role at One NZ focuses on shaping, governing, and continuously improving customer and frontline journeys across Consumer, SME, and Enterprise segments. This position involves designing and optimizing end-to-end experiences across digital, contact centre, retail, IVR, and AI-enabled channels to ensure simplicity, connectivity, and effectiveness. The role requires collaboration with cross-functional teams to identify friction points, challenge designs, and translate customer insights into practical improvements that deliver measurable outcomes.