MidFull TimeEN
Te Tākinatanga - Our Story
At Contact, we believe home is the most important place in the world. That belief shapes everything we do, from leading the energy transition to how we power Aotearoa and care for our people and communities.
We’re a power, broadband, and mobile company, but we’re also investing boldly in renewable energy and smarter, more connected ways of working (mahi). Our ambition is simple: to leave Aotearoa better than we found it.
Guided by our tikanga, we’re a team who care deeply about the work we do, how we support one another, and the impact we have. Simply put, we touch lives to make life better.
The CX & Service Design Manager is a key role within our Retail business. This has been created to strengthen how customer journeys are designed end‑to‑end as systems, platforms and ways of working evolve. The mahi matters because service design shapes how people experience Contact every day: helping ensure journeys are coherent, considered and informed by real customer needs, particularly at moments where clarity and care matter most.
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:
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.
Ko wai koe | About You
You are a senior service design or customer experience leader (with experience in service design delivery) who enjoys shaping direction while staying grounded in how services are delivered in practice.
You are likely to be successful in this role if you bring:
The ability to step into a complex environment, contribute quickly and help lift how service design is understood and applied across the business will be integral to your success in this role.
Additional Information
If you’re looking for a senior role where you can make a tangible difference, grow your influence, and be part of a future‑focused team, we’d love to hear from you.
We support flexible working where it works for the individual, the team and the business. Our main hubs for this role are in Wellington and Auckland, and this role is best suited to someone who can work flexibly from one of these locations to enable strong in‑person connection and collaboration. While we do have smaller sites across other centres in Aotearoa, proximity to a main hub is important for this role.
Contact is not a place you’ll stagnate. We are growing and offer superb learning and development opportunities along with a bunch of other perks like free health insurance cover, boosted KiwiSaver, access to Contact Shares, a ‘Good to be Home’ annual payment toward your home set up & wellbeing, a trail-blazing parental leave policy, twice yearly payments towards our products if you’re a Contact customer, and more!
Applications close on Thursday 11th June. But just like peak demand, great talent surges early, so if this role sparks your interest, power up your application now!
We love a good story at Contact, it’s what keeps our energy flowing! If you’ve got one that connects with this role, send it our way.
Here at Contact Energy (Te Mata Hiko), we know our strength lies in developing a sense of belonging - one that helps us attract and retain people with a broad range of perspectives and experiences.
We’re committed to creating a workplace where everyone feels valued, respected, and empowered to bring their whole selves to work. Our goal is to reflect the diversity of our customers and communities to help build a better Aotearoa New Zealand.
We have a rich community of talented people that we support to thrive at Contact.
Our inclusive hiring process is designed to embrace the diversity of Aotearoa New Zealand, ensuring a wide range of perspectives are included in our decision-making and helping reduce bias along the way.
The wellbeing of our kaimahi is super important to us.
We use employee insights to offer a range of initiatives and resources to support physical, mental, financial and emotional wellbeing – including flexible working arrangements, employee network groups and a market-leading parental leave policy.
At Te Mata Hiko, we want everyone to thrive. We welcome applicants far and wide - of every age, stage, background, and pride. Join us and be part of a team that values your passion and attitude just as much as your experience and skills.
Please note, only candidates with the right to live and work in New Zealand will be considered for this role.
Research shows that while men apply to jobs where they meet 60% of the criteria, women and those in underrepresented groups tend to only apply if they tick every box. We're not about box ticking, so if you think you have what it takes but don't meet everything stated above, please still get in touch. We'd love to kōrero.
Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent team. In the event that unsolicited CVs are submitted by recruitment agencies, Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.
