Service Enhancement Lead - 12 month fixed term, Christchurch

Service Enhancement Lead - 12 month fixed term Full-time Meridian is the largest producer of renewable electricity in Aotearoa and we strive to deliver clean energy for a fairer and healthier world. We only generate electricity from 100% renewable resources– wind, water and sun, because we believe that’s the best way forward for our planet and our communities. And, we’re doing what we can to help Aotearoa reduce their carbon emissions and support others in our generation communities to do the same. We also retail electricity to more than 380,000homes, businesses and farms across New Zealand through our Meridian and Powershop brands.It’s an exciting time to join our Retail team which has undergone a significant change in how we work to adopt new modern ways of working. Committed to making energy cleaner and cheaper for Aotearoa New Zealand, our Retail structure is made up of a network of empowered teams, united by a shared purpose and clear goals, equipped with the skills and capabilities to deliver value to customers end to end.As the Service Enhancement Lead, you will play a pivotal role in driving continuous improvement across our Customer Relationship hubs within our home and business value streams. You will lead and coach a team of Service Enhancement Specialists, embedding agile ways of working and ensuring the delivery of work that supports performance and capability uplift, data-informed decision-making, and streamlined operations across our customer hubs. You’ll work collaboratively across the Enablement Team and the broader organisation to optimise workflows, simplify how we work, and ultimately improve the experience of both our people and our customers.Your responsibilities will include leading and supporting team members through transformation initiatives by applying strong change management practices, fostering a culture of adaptability, and sustained value delivery across the team and wider organisation. You’ll ensure customer hubs have timely access to the right data to support daily performance management and informed decision-making, maintain visibility of current capabilities across all customer hubs, and lead initiatives that support consistent uplift and improvement. As a key member of the Customer Relationships Enablement leadership team, you will contribute to strategic planning and prioritisation that aligns with Retail OKRs. Leveraging data and insights, you will identify opportunities and inform forward work plans that deliver measurable improvements in service performance. You willalso review and refine existing workflows and processes to improve efficiency and reduce complexity for our people.This will be a 12-month fixed term contract and will be based in our Christchurch office. We are looking for a passionate, delivery focused leader who is comfortable working in a dynamic environment, and has a track record of building and developing high-performing teams. You’ll have a minimum of 2 years’ experience delivering in an agile environment, with a strong understanding of agile principles and practices, and proven experience in leading agile transformation or embedding agile ways of working within service teams. You’ll also have experience using workflowmanagement or contact centre technology platforms, or equivalent systems, that drive optimisation and enhance customer experience.The ideal candidate will be an excellent communicator with great interpersonal skills, able to influence, collaborate, and build strong relationships at all levels of the organisation. You’ll possess strong analytical and problem-solving abilities, with a focus on data-driven decision-making. Your experience managing and collaborating with service platform vendors and external partners will ensure seamless outcomes.At Meridian, we value all people. We embrace different ways of thinking, living and working, because we believe diversity benefits us all. It makes our capabilities even stronger. We encourage all our people to feel comfortable bringing their whole selves to work and we’re proud to have a diverse and inclusive workplace. So, no matter who you are, you’ll find it a great place to work.We value and live by three‘How to Be’s’: ‘be gutsy’, working together by ‘being in the waka’ and doing the right thing by ‘being a good human’. We work hard and value the importance of connection and fun, whether this be through daily quizzes, morning teas, birthday and cultural celebrations both in personand virtually!Sustainability sits firmly in our DNA both socially and environmentally. We proudly support KidsCan and the Kākāpō Recovery and work side-by-side with our generation communities to empower and support projects where needed. There are many opportunities to volunteer to any of our partnerships throughout the year.We value work/life balance so our WFH and flexible work options (where possible) make things easier for you and your whānau. We also offer: an attractive and competitive salary package plus discounts from a number of partnerships enhanced leave provisions: three company paid days (over the holiday period)enhanced KiwiSaver contributions excellent learning and development opportunities, we want you to be the best version of yourself and will help you get there! award winning wellbeing programme that provides support whenever and wherever you need it employee discounts off your power with Meridian or Powershop, every bit countsa one-off $400 payment to support your work from home set-up (if needed) All in all, we’re an awesome place to work. If this sounds like you and you want to bring your energy and use your power to make a difference (pun intended), then apply today and tell us why! To view the full Position Description please click here . If applying through Seek, please email for the full position description. We’re not necessarily looking for someone who ticks all the boxes (an elusive unicorn), so if you think you have what it takes but don't meet every requirement in the PD, we strongly encourage you to apply!If you have any general enquiries, please email and one of our team will get back to you. We're committed to becoming more accessible and providing support if needed, please get in touch via email or phone if there are any parts of our process you would like assistance with (process found here meridianenergy.co.nz/careers), we’re more than happy to help.The location for the role is Christchurch. Advertising closes on 21 May 2025 at 11:59pm (please note this is subject to change) #J-18808-Ljbffr