Service Excellence Capability Leader

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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

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.

We’re a certified B Corp, which means we care about people, planet and purpose—not just profit. We’re committed to diversity, equity and inclusion, and we celebrate the unique perspectives that help us grow and innovate. We intentionally embrace difference and cultivate belonging every day, whether through our investment in our Reconciliation journey through our Innovate RAP, our commitment to gender pay equity or providing progressive people policies.

If you need specific support or accessibility adjustments at any stage of the recruitment process, please let us know at so we can make sure that your recruitment process is fair and we enable you to shine. This includes tailored support for First Nations people, individuals with disabilities, those who are neurodivergent, and people who identify as transgender or gender diverse as we understand the unique challenges and concerns you may face.

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Auckland, Auckland, New Zealand

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