Telephony CX Product Owner
Summary
Product Owner for New Zealand Health Group's telephony customer experience (CX) platform, owning its day-to-day performance, roadmap and adoption across the group's healthcare brands. Day to day involves driving continuous improvement, vendor management, and automation/AI initiatives, with hands-on Genesys experience required.
Who we are | Ko wai mātou
New Zealand Health Group (NZHG) is the Holding Company of numerous brands including Geneva Healthcare, Umbrella Wellbeing, and Healthcare NZ.
We are the largest community health, disability and wellbeing group supporting of 30,000 New Zealanders every week to get on with making the most of life in their own homes communities and workplaces.
While our purpose revolves around care, we are also a fast growing and profitable business striving for innovation through people and technology.
Why Us | He aha ai mātou?
Join us, as we are serious about our purpose of Pae Ora mō Tātau Katoa (Achieving Equitable Wellbeing for Everyone). We do this by delivering high-quality, accessible and culturally safe services across Aotearoa. Jump on board our waka as we journey towards Pae Ora.
- Supportive and highly knowledgeable team
- Working with New Zealand’s largest Healthcare Providers
- Flexible work arrangements – hybrid!
- Company laptop
- Online learning platform
- Mentorship programme
- Discounted health insurance
- Partnership discounts with selected brands including Samsung and 2Degrees
About the role | He kōrero whakamārama mō tēnei tūranga
You will be responsible for maximising the value, performance and adoption of our Customer Experience (CX) platform across New Zealand Health Group brands, helping to shape the way we connect with our people, customers and communities. You will work across operational, technical and leadership teams to drive continuous improvement, optimise customer journeys and identify innovative opportunities that enhance service delivery through automation, AI and technology-enabled solutions.
This is an opportunity to combine customer experience, operational improvement and technology leadership to ensure our telephony and customer engagement platforms continue to deliver meaningful outcomes for the people we support, their whānau and our frontline teams.
This a permanent full time position working Monday to Friday 830am to 5pm and based in our Albany and CBD offices.
Key responsibilities include:
- Owning the day-to-day performance, stability and optimisation of the CX platform.
- Identifying process inefficiencies and customer experience pain points and implementing solutions to improve outcomes.
- Driving continuous improvements across workflows, routing, reporting, knowledge management and system integrations.
- Developing and maintaining a strategic roadmap for CX innovation, automation and AI opportunities.
- Using data, reporting and customer insights to support business decisions and prioritisation.
- Partnering with operational leaders and frontline teams to understand customer needs and service challenges.
- Acting as the voice of the customer and support worker throughout platform enhancements and service improvements.
- Ensuring new solutions align with organisational priorities, compliance requirements and operational objectives.
- Building organisational capability through training, coaching, process documentation and change support.
- Managing relationships with external vendors and technology partners to deliver best-practice outcomes.
- Monitoring benefits realisation and identifying opportunities to improve efficiency while enhancing customer experience.
What you will bring | Ngā tohungatanga mō tēnei tūranga
We are looking for an experienced customer experience and platform specialist who enjoys bringing together people, process and technology to create meaningful improvements. You will be comfortable working across both operational and technical environments and have a passion for delivering solutions that genuinely improve the experience of customers and frontline teams.
To be successful in this role, you will have:
- Proven hands on Genesys platform experience.
- At least 5 years' experience in contact centre leadership, customer experience platform ownership or a similar role.
- Strong understanding of customer journeys, workforce experience and operational process improvement.
- Experience translating business and operational requirements into practical technology solutions.
- Strong analytical skills with experience using reporting, dashboards and insights to inform decision making.
- Experience leading continuous improvement initiatives and driving measurable business outcomes.
- Excellent stakeholder engagement skills with the ability to build credibility across all levels of the organisation.
- Strong planning, prioritisation and organisational skills.
- Exceptional written and verbal communication abilities.
- The confidence to work collaboratively across business, operational and technical teams.
- A strategic mindset with a focus on innovation, optimisation and continuous improvement.
- Experience within healthcare or related sector is desirable.
- Experience implementing automation and AI solutions within customer operations environments.
- Vendor and partner management experience.
- Understanding of telephony infrastructure, voice and SMS integrations.
- Experience supporting AI model training or AI-enabled customer experience initiatives.
Applications close | Te katinga o tēnei whai tūranga: 23rd October at 5pm.
Only suitable candidates will be contacted for interview and applications will be reviewed as they are received, therefore resulting in the role closing early if the right applicant is found.
While we appreciate the work that recruitment agencies do, we are not engaging with any at this time