Channel Change Lead​

He aha ai tātou – Why us?

At One NZ we’re not just imagining the future, we’re building it. Our purpose? A better-connected Aotearoa New Zealand. Kia renarena te taukaea i Aotearoa New Zealand.

Our ambition? To become the most AI-enabled telco on the planet. This isn’t just about our technology, It’s about you. We’re investing in our people like never before.... empowering them to grow, lead, and shape what’s next.

Through our AI School, access to world-class learning platforms, or career pathways that evolve with you, we create an environment where your curiosity thrives, and your skills accelerate.

Join us and be part of something extraordinary: connect with purpose and help redefine what’s possible.

Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e ki atu he tangata, he tangata, he tangata. “If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”

Ko tō tūranga – your role

As a Channel Change Lead, you’ll be the person who makes sure change actually works when it reaches our frontline teams and customers.

You’ll sit between the teams creating change and the channels that need to deliver it. From new products and technology through to pricing, compliance, processes and major programmes, you’ll understand what is changing, assess the impact and bring the right people together to make sure our channels are genuinely ready.

This goes beyond checking whether communications and training have been completed. You’ll consider what the change means for our people, customer journeys, processes, systems, access, knowledge and operational support, then provide an evidence-based view of whether we are ready to launch.

Working across a portfolio of initiatives, you’ll partner with teams throughout One NZ and help changes land across Retail, Care, Enterprise, Telesales, Set Up, Digital and partner channels. You won’t personally create every deliverable. Your role is to orchestrate the work, maintain accountability and help change land with minimal disruption before becoming successfully embedded into business as usual.

Ko tō mahi – what you’ll do

- Lead the channel change approach for assigned portfolios and initiatives, from early impact assessment and readiness planning through to launch, hypercare, adoption and transition into business as usual.

- Build trusted relationships with portfolio leaders, programme teams and channel stakeholders, becoming a clear point of contact for upcoming change.

- Get involved early to understand roadmaps, assess the scale of change and make sure channel requirements are reflected in programme scope and delivery plans.

- Assess the impact on customer journeys, frontline processes, people, technology, system access, knowledge, communications, learning, support and day-to-day operations.

- Create and maintain integrated readiness plans with clear deliverables, milestones, owners, dependencies, risks, evidence and channel sign-off requirements.

- Bring together Product, Marketing, Journey, Process, Enablement, Communications, Knowledge, Operations, Technology, Reporting and Support teams to keep activity aligned and executable.

- Provide governance teams with a credible, evidence-based readiness position and constructively challenge where a change is not ready to proceed.

- Identify competing priorities, cumulative change impacts and potential collisions across the portfolio, recommending practical mitigation, sequencing, fallback arrangements or launch conditions.

- Support go/no-go decisions and lead channel readiness through launch and hypercare, using frontline feedback and operational performance to identify and resolve issues.

- Monitor whether change has been adopted successfully, close outstanding actions and apply lessons to future delivery.

Na tōu rourou - what you’ll bring

- Demonstrated change leadership experience within a complex customer-facing or operational environment.

- Practical experience taking frontline or operational teams through significant business, product, technology, process or compliance change.

- A strong understanding of change impact assessment, business or operational readiness, implementation, adoption, go-live and hypercare.

- The ability to understand complex programme or technical change and translate it into clear, practical actions for customer-facing teams.

- Strong planning and organisational skills, with a methodical approach and the ability to manage several initiatives and competing priorities.

- Experience building integrated readiness plans, managing risks and dependencies, and supporting evidence-based governance and go/no-go decisions.

- Strong stakeholder leadership and influencing skills, including the confidence to challenge senior stakeholders constructively when something is not ready.

- An understanding of frontline operations and customer journeys across assisted and digital channels.

- The ability to connect and mobilise cross-functional teams without relying on direct authority.

- Clear, concise communication, sound judgement and the resilience to work effectively through ambiguity and changing priorities.

- A commercial and customer-focused mindset, with the ability to connect successful adoption to customer experience and operational performance.

- Experience in telecommunications, technology, SaaS, product-led organisations or large-scale customer operations would be useful, but is not essential.

Nā mātou te rourou – what you’ll get

- One New Zealand is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to enjoy work & whānau commitments.

- A fully subsidised Southern Cross health insurance cover for you and your family.

- Lifestyle leave, giving you the option to purchase an extra week or two of annual leave.

- Discounts on One New Zealand products, services and much more!

We are proudly Rainbow Tick certified and champion diversity of thought, perspective and background. Joining our whānau is more than starting a new job - it’s the beginning of a journey that will challenge and inspire you to play a role in something bigger.

Tū hikitia rā, tū hāpainga. Tū hāpainga, tū hikitia rā.

We stand to uplift, to support and to elevate others .