Head of Customer Proposition & Experience

Mitre 10 has been a part of New Zealand's home improvement culture since 1974. An award-winning success story, inspiring Kiwi to love where they live, work and play with our home improvement, garden and trade offer.

As part of an exciting business transformation, we're reimagining how we serve our customers and are looking for a strategic and innovative Head of Customer Proposition & Experience to help lead that journey.

Reporting to the Chief Customer & Growth Officer, this role will define what we offer customers and how they experience it, ensuring every interaction with Mitre 10 is relevant, seamless and compelling. You'll play a pivotal role in shaping proposition strategy, designing customer journeys, and creating experiences that drive customer engagement, conversion and long-term loyalty.

What You'll Be Doing

As the Head of Customer Proposition & Experience, you'll be responsible for defining how Mitre 10 creates value for customers and delivers exceptional experiences across every touchpoint.

You’ll:

\n
• Define and evolve Mitre 10's customer proposition strategy.
\n
• Lead the design of differentiated and compelling customer propositions across key customer segments.
\n
• Create and optimise end-to-end customer journeys across digital, physical and service channels.
\n
• Translate customer insights and behavioural data into practical improvements that drive commercial outcomes.
\n
• Develop frameworks, standards and best practices for customer experience design.
\n
• Identify and remove friction points across the customer lifecycle.
\n
• Drive measurable improvements in customer acquisition, conversion and retention.
\n
• Build and lead a high-performing team while fostering a culture of innovation, ownership and customer-centric thinking.
\n

What You'll Bring

\n
• Senior leadership experience in customer proposition, customer experience, growth or marketing functions.
\n
• Proven success developing and optimising customer propositions across multiple customer segments.
\n
• Strong expertise in customer journey mapping, service design and experience management.
\n
• The ability to translate customer insights and behavioural data into customer and business outcomes.
\n
• Experience working across digital and omnichannel environments.
\n
• Strong stakeholder engagement skills with the ability to influence and align cross-functional teams.
\n
• Experience with CRM, personalisation and customer engagement platforms.
\n
• A track record of delivering measurable improvements in acquisition, conversion and retention.
\n
• A test-and-learn mindset with a passion for continuous improvement and innovation.
\n

Why you’ll love working with us:

We genuinely care about our people, and we’re committed to helping you thrive, at work and outside of it. You’ll enjoy:

\n
• Mitre 10 team member discounts
\n
• Attractive package
\n
• Flexible working options
\n
• Birthday leave (your special day off, on us!)
\n
• Life and trauma insurance
\n
• One paid wellness day per year.
\n