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- Posted
- 4 hours ago
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Job description
About the Role
Fonterra Te Mātāpuna invites you to join a global dairy co-operative devoted to care, collaboration, and positive impact. As a Service and Experience Manager, you will enhance and streamline the People & Culture experience by improving access to support and service delivery across the People Solutions ecosystem. Your role involves applying systems-thinking to simplify processes, enhance service effectiveness, and foster integrated, fit-for-purpose experiences for employees and leaders.
Key Responsibilities
You will connect systems, processes, and experiences to deliver high-quality outcomes, collaborating with the People & Culture community to unify operational service delivery, support pathways, and people processes. Leading the governance and ongoing improvements of Āwhina/ServiceNow content and the People Leader Hub will be central, ensuring information remains accurate, relevant, and navigable. Your work with data, feedback, and insights will drive priority improvements to boost People Solutions' efficiency and credibility.
Candidate Profile
The ideal candidate is passionate about enhancing service delivery and user experience, combining a strong customer focus with technological aptitude. You will have a demonstrated ability to work with various stakeholders, using data and feedback to identify gaps, solve problems, and implement meaningful improvements. A strong systems-thinking mindset will enable you to interconnect processes, content, technology, and service delivery for optimized end-to-end experiences.
Required Skills and Experience
- Proven experience enhancing employee, customer, or service experiences by optimizing processes, content, technology, or service delivery.
- Excellent stakeholder engagement skills with ability to leverage data, insights, and customer feedback to influence decisions and foster change.
- Familiarity with knowledge management, digital content governance, service platforms such as ServiceNow, or employee self-service environments is advantageous.
Our Culture and Values
At Fonterra, our values of Good Together, Better Every Day, and Every Drop Counts guide our commitment to inclusivity, collaboration, and sustainable outcomes for our people and communities. We strongly encourage applications from all backgrounds and offer accommodations to ensure fair and accessible participation.
Benefits
- Competitive and equitable remuneration.
- Comprehensive health and well-being programs, including medical coverage and mental health support.
- Professional development and career advancement opportunities.
- Supportive work-life balance options, including flexibility where feasible.
- Employee recognition programs.
- Encouragement for community involvement and cultural connections.
Additional Information
This is a full-time, onsite role located in Auckland, New Zealand. Applications close at midnight on Wednesday, 12th August. Fonterra values diversity and inclusion, welcoming candidates from varied ethnicities, genders, orientations, abilities, and experiences. Support accommodations are provided upon request to ensure all candidates can perform at their best.