Service Excellence Capability Leader

JobsCloseBy Editorial Insights

Lion NZ seeks a driven Capability Leader to design and deliver learning experiences for the Service Excellence Team in Auckland. This full-time onsite role builds and embeds capability programmes, provides coaching, and leads change initiatives that lift service standards and customer outcomes. You will design a Service Quality Programme, partner with stakeholders, and translate capability development into measurable business results. The ideal candidate is passionate about service excellence, a confident change leader, and a natural coach with proven experience in data, digital and service contexts and a bias for action. To apply, tailor your CV with quantifiable improvements and attach a concise cover letter explaining why Lion resonates.

Work just feels different when you’re centred at the heart of good times.  It’s about joining a family of big, iconic brands that bring everyone together to celebrate, connect and socialise.  So put a spark back in your day, working in an environment where you will experience growth on tap, and outstanding brands like Steinlager, Speight’s, Wither Hills & Hyoketsu.

We’re looking for a driven and innovative Capability Leader to join our NZ Service Excellence Team to design and deliver cutting-edge learning experiences. You’ll be the kind of person who makes an impact, consistently over-delivers, is hungry to grow, and is ready to shape the future of service capability at Lion.

Key Responsibilities:

• Design and deliver innovative, fit-for-purpose capability programmes that elevate service standards and embed continuous improvement across our teams.
• Provide hands-on technical and learning support to the Service Excellence Team, including onboarding, upskilling, and coaching.
• Create engaging, effective learning materials that promote best practice and empower leaders to deliver tailored development plans.
• Drive the delivery and embedding of change programmes, ensuring seamless adoption across systems, people and processes.
• Design and implement a Service Quality Programme to benchmark, track and raise performance standards across Lion NZ.
• Partner with internal and external stakeholders to deliver outstanding customer experience outcomes and develop future-forward service capabilities.

About You:

• You’re passionate about service excellence, with a track record of delivering high-quality outcomes that enhance the customer experience.
• You’re experienced at leading through change
• You’re a natural coach and communicator, someone who brings people with you and inspires action.
• You have proven experience designing and delivering capability programmes in data, digital and service contexts.
• You’re comfortable challenging the status quo, bringing an innovative mindset and a bias for action.
• You can identify opportunities to improve systems and processes – and make them happen.
• You have strong commercial acumen and can connect capability development to business performance.
• You’re self-motivated, results-driven and love to overachieve.

At Lion, we’re all about creating a culture where our people can thrive. We invest in innovation and continuous learning, and we’re proud of our commitment to delivering exceptional service to our customers and communities. In this role, you’ll have the autonomy, support and challenge to take your career to the next level.

If you’re ready to bring fresh thinking, make real impact, and build something great – apply now.