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.
