Service and Experience Manager

At Fonterra Te Mātāpuna, we want everyone to feel they can be themselves. Whether you're early in your career or ready for your next step, Fonterra offers a unique opportunity to grow with a global dairy co-operative that values care, collaboration, and contribution. Owned by New Zealand dairy farmers and supported by a dedicated team, we are all working together to create a better future. Imagine tomorrow with us, where your career can grow, and you can create positive change. About the Opportunity | Mō tēnei tūranga We're looking for a Service and Experience Manager to help elevate and optimise the People & Culture experience across Fonterra. Working at the intersection of service delivery, content and people processes, you'll play a key role in improving how employees and leaders access support across the People Solutions ecosystem. You'll use a systems-thinking approach to identify opportunities to simplify processes, improve service effectiveness and create more connected, fit-for-purpose experiences. A key focus of the role is weaving systems, processes and experience together to deliver quality outcomes for our people. Partnering across the P&C community, you'll connect operational service delivery, support pathways and people processes to improve consistency, reduce effort and deliver better outcomes for employees, leaders and the business. You'll lead the governance and continuous improvement of Āwhina/ServiceNow content and the People Leader Hub, ensuring information is accurate, relevant and easy to navigate. Leveraging insights, feedback and data, you'll identify trends, prioritise improvement opportunities and strengthen the effectiveness and credibility of the People Solutions function. You're someone who enjoys improving how services operate and how people experience them. You'll bring a strong customer mindset, an ability to utilise technology and balance processes, systems and service design. You'll be comfortable working across a broad range of stakeholders, using data, insights and feedback to identify opportunities, solve problems and drive meaningful improvements. You'll also bring strong systems thinking, with the ability to connect the dots across processes, content, technology and service delivery to improve end-to-end experiences and outcomes. To be successful, you'll bring: Experience improving employee, customer or service experiences through process, content, technology or service delivery enhancements. Strong stakeholder engagement skills, with the ability to use data, insights and customer feedback to influence decisions and drive meaningful change. Experience with knowledge management, digital content governance, service and engagement platforms (Service Now) or employee self-service environments would be advantageous. What will set you apart is your ability to bring together systems, processes, content and service delivery to create simple, connected and high-quality outcomes for our people. At Fonterra, our values of Good Together, Better Every Day, and Every Drop Counts, are for everyone - no matter your background, identify or experience. These values guide us in delivering exceptional outcomes for our farmers, customers, communities, and each other. Discover how your values align with ours by taking our [1] Values Quiz We care for our people globally. Our comprehensive benefits support your well-being, development, and work-life balance: Fair and equitable pay Health and well-being programs (medical, mental health support) Work-life balance options (flexible/hybrid working where possible) Employee recognition Support for community involvement and cultural connection To learn more, visit [2] Fonterra Careers A Career of Opportunities | Ngā Mahi At Fonterra, we are inspired by purpose and guided by our principles and values. Together, we create goodness for generations and make a global impact at a local level. As part of our Co-operative, you are an everyday creator, imagining what Fonterra, dairy, and you can be here. Does this sound good to you? Come join our whānau - bring your whole self, and let's solve for better together. Together, we're shaping a future of inclusion | He Wāhi mō te Katoa Inclusion is key to our Co-operative. We're building a team that reflects the diverse world we live in, believing it drives better decisions and innovation. We welcome applications from all backgrounds (ethnicities, genders, identities, orientations, ages, abilities, neurotypes, cultures, religions). Even if you don't meet every requirement listed, we encourage you to apply; we value your potential and growth. If you face accessibility issues or need accommodations during the process, please contact your recruiter. We ensure fair participation, allowing you to be at your best. Tātou, tātou. Applications close at midnight on Wednesday 12th August References Visible links 1. https://values.fonterra.com/?utm_source=internal+job+ad&utm_medium=job+ad&utm_campaign=imagine+tomorrow&utm_term=&utm_content=values 2. https://www.fonterra.com/nz/en/careers.html?utm_campaign=talentacquisition&utm_medium=jobad&utm_source=fonterracareers #J-18808-Ljbffr