Outstanding Customer Experience Change & Capability Manager

Te Whiwhinga mahi | The Opportunity Few roles offer the opportunity to redesign how an entire customer function operates while helping shape the future experience for nearly every Contact customer. This is one of them. As a member of the OCX Leadership Team, you'll influence decisions that shape the future of customer experience across Contact and act as a key voice in how new technology, AI-enabled experiences and operating models are embedded into everyday frontline operations. You'll be responsible for helping turn a bold future vision into reality while ensuring our people are equipped, engaged and ready to succeed. You’ll be trusted to: Lead OCX's contribution to some of Contact's most significant transformation initiatives, ensuring people, capability, operating model and adoption outcomes are considered from day one. Lead the design and implementation of the future OCX operating model, defining how people, processes, capability, workflow and customer channels come together in a modern, technology-enabled customer environment. Build and execute the change strategy required to successfully introduce new technology, ways of working and customer experiences. Lead a multidisciplinary team of specialists across change, learning, content and workflow optimisation, creating alignment, clarity and momentum. Drive capability uplift across the organisation, ensuring frontline and leadership teams are ready for the future state environment. Influence programme and business decisions that improve customer experience, employee experience and operational performance. Define and track adoption, behavioural change and benefits realisation, ensuring transformation delivers lasting outcomes rather than short-term implementation success. Success in this role won't be measured by the delivery of a programme. It will be reflected in frontline teams confidently operating in a new environment, leaders equipped to own change, measurable improvements in customer and employee experience, and clear evidence that transformation benefits have been realised. #J-18808-Ljbffr