Ko wai mātou - About us: 

Hato Hone St John has been serving New Zealanders and working to save lives since 1885. As well as providing Ambulance Services, our programmes and team of over 11,000 staff and volunteers are helping to build strong, resilient communities across the motu; supporting everyone in Aotearoa to live healthier, happier and longer lives.  

He aha te tūranga - About the role: 

Hato Hone St John (HHStJ) is seeking an Experience and Integrated Performance Manager to lead our dedicated team in delivering customer experience improvements and integrated performance strategies.

In this pivotal role, you will manage the Experience & Integrated Performance team, developing and executing a comprehensive customer experience improvement plan. You’ll ensure effective frameworks and processes are established between our business units and technical delivery teams, enhancing product and service experiences for our customers and donors.

This role will help lead the development of our Customer and Donor Experience (CDX) Strategy roadmap, articulating and driving initiatives that realise our vision for the future. On the to do list is the establishment of a robust customer and community listening and insights program, including the Voice of Community and a marketing data strategy to inform future roadmaps and connected customer stories.

Key responsibilities:

• Clarify and prioritise customer experience improvement strategies and roadmaps to align with organisational goals.
• Oversee and manage effective Community Health alignment into the Salesforce Platform, driving customer and donor experience improvements and maximising digital investments for continuous service enhancement.
• Lead integrated marketing planning and performance tracking, including developing a marketing data and insights strategy to deliver improved reporting and insights.
• Collaborate with product, fundraising, and community impact program stakeholders, guiding effective engagement and outcomes through the Digital & Data team, particularly with Salesforce initiatives.
• Mentor and lead team members, reshaping roles and responsibilities as needed to best meet our objectives and enhance team performance.
• Review and deliver a fit-for-purpose product and program governance framework, ensuring alignment and buy-in from product and program stakeholders.

Ko wai koe - About you:

To be successful in this role, you will have:

• 10+ years' experience in relevant research, product or marketing disciplines including current customer experience and research best practice is essential.
• Previous leadership experience leading and motivating high performing teams at a similar level along with a strong customer and community ethos.
• Strong change leadership experience. A strength with innovative thinking a strong enterprise view with demonstrated experience in bringing in new ways of working and industry best practice in a community impact or social enterprise organisation preferred.
• End-to-end CX / UX design and review, including evidence of delivering improved experience design.
• Strong data and insight leadership experience, including detailed understanding of creating and using customer research and data driven insights to inform customer impacting business cases and marketing outcomes.

Me pēhea te tuku tono - How to apply

Click “I’m interested” before applications close on Friday 11th October.

For further information please contact Ariane Schmidt or Cheru Pillay on 027 295 4852 for confidential discussion.

At Hato Hone St John, we embrace diversity, welcoming everyone to bring their authentic selves to work. We value unique perspectives, fostering inclusivity to better serve our communities, and we’re committed to creating a workplace where everyone belongs.

E pōhiritia nei e mātou, te whānau o Hato Hone St John, ngā rerekētanga o ia tāngata ki te haramai.  E āwhinatia e mātou I ngā whakaaro rerekē, kia mahi pai I roto I ngā hāpori katoa.  Ko tā mātou nei haepapa, kia hanga tētahi āhuru mōwai mā tatou, kia mahi haumaru ai.

If you need accommodations for accessibility, please reach out to the recruiter listed for equitable participation in our recruitment process.

Research shows that women and people from under-represented groups are less likely to apply for roles when their experience doesn’t match the job description perfectly. If you’re excited and think you have what it takes, we want to hear from you! Even if your experience doesn’t align 100%. Please apply or contact the recruitment advisor listed on the advertisement for a kōrero.

Research shows that women and people from under-represented groups are less likely to apply for roles when their experience doesn’t match the job description perfectly. If you’re excited and think you have what it takes, we want to hear from you! Even if your experience doesn’t align 100%. Please apply or contact the recruitment advisor listed on the advertisement for a kōrero.