CX & Service Design Manager

Company Description

Te Tākinatanga – Our Story

At Contact, we believe home is the most important place in the world. That belief shapes everything we do, from leading the energy transition to how we power Aotearoa and care for our people and communities.

We’re a power, broadband, and mobile company, but we’re also investing boldly in renewable energy and smarter, more connected ways of working (mahi). Our ambition is simple: to leave Aotearoa better than we found it.

Guided by our tikanga, we’re a team who care deeply about the work we do, how we support one another, and the impact we have. Simply put, we touch lives to make life better.

The CX & Service Design Manager is a key role within our Retail business. This has been created to strengthen how customer journeys are designed end‑to‑end as systems, platforms and ways of working evolve. The mahi matters because service design shapes how people experience Contact every day: helping ensure journeys are coherent, considered and informed by real customer needs, particularly at moments where clarity and care matter most.

Job Description

Te Whiwhinga mahi | The Opportunity

This is a senior role accountable for setting the service design direction across Contact’s Retail customer journeys, bringing stronger end‑to‑end thinking to how services are designed and experienced across channels.

In this role, you will:

Own service design and customer experience across the full customer journey, connecting front‑of‑house experiences with the back‑of‑house processes that support them.

Shape future‑state journey design as key retail systems are replaced and future retail platforms are designed, ensuring journeys are considered end‑to‑end rather than in isolation.

Hold the service design vision, with strong influence over how future services and journeys are designed and executed across the Retail environment.

Build credibility and alignment in a complex stakeholder landscape, using data and insight to move decision‑making forward where opinions are strongly held.

Partner closely with frontline operations, Retail teams and Technology, creating a shared approach to journey design across teams who own different parts of the customer experience.

Provide clear direction on priorities and trade‑offs, helping balance customer needs, operational realities and delivery considerations.

The role is both strategic and hands‑on. It requires someone who can step in early, shape direction with confidence, and bring people with them through clarity, credibility and collaboration.

Qualifications

Ko wai koe | About You

You are a senior service design or customer experience leader (with experience in service design delivery) who enjoys shaping direction while staying grounded in how services are delivered in practice.

You are likely to be successful in this role if you bring:

Extensive experience leading service design in high‑volume, services environments such as telecommunications, banking, insurance or similar.

Strong end‑to‑end capability, with a practical understanding of how customer journeys connect systems, processes and people.

A calm, credible presence that allows you to influence senior stakeholder groups, even where perspectives are strongly held.

A data‑informed approach, balancing insight, experience and judgement when shaping decisions.

A collaborative mindset, with the ability to build alignment and influence without relying on hierarchy or formal authority.

The ability to step into a complex environment, contribute quickly and help lift how service design is understood and applied across the business will be integral to your success in this role.

Additional Information

If you’re looking for a senior role where you can make a tangible difference, grow your influence, and be part of a future‑focused team, we’d love to hear from you.