First Choice Programs Manager

About The Role

As a First Choice Programs Manager, you will play a key role in driving Customer Experience, Quality, and Continuous Improvement across DHL Express New Zealand.

This role sits at the intersection of data, operations, and stakeholder engagement. While strong analytical capability is important, success in this role comes from your ability to translate insights into action, influence stakeholders, and drive meaningful change across the business.

You will be equally comfortable working with data and leading conversations, facilitating workshops, and engaging stakeholders to deliver outcomes.

You will also lead and drive our GoGreen (Go Purpose) initiatives, supporting DHL’s commitment to sustainability and employee engagement.

This is not a purely analytical role, we are looking for someone who can engage the business and drive outcomes through people, not just data.

Key Responsibilities

• Support delivery of the Country First Choice plan and LEAN initiatives to improve the end to end customer journey
• Lead meetings, workshops, and discussions with stakeholders to identify opportunities and drive action
• Train, coach, and champion First Choice programs, ensuring strong engagement and adoption across the business
• Analyse and communicate VOICE (customer and business feedback) themes, translating insights into practical recommendations
• Partner with business functions to resolve issues and drive continuous improvement, including facilitating root cause analysis workshops
• Apply ACT tools (change management) to ensure successful delivery and adoption of CX and First Choice initiatives
• Lead the Go Purpose committee, driving sustainability initiatives and employee engagement activities
• Build, automate, and maintain reporting and dashboards to provide visibility and support decision making
• Coordinate ISO 9001:2015 requirements, including conducting internal audits

What You’ll Bring

Analytical & Technical

• Strong analytical and problem solving skills with the ability to generate actionable insights
• Experience working with reporting and data tools (e.g. Excel, Power BI, Power Automate)
• Ability to interpret complex data and present it in a clear, simple, business focused way

Stakeholder & Communication

• Confidence leading meetings, workshops, and training sessions
• Strong communication skills with the ability to influence across all levels
• Ability to engage stakeholders and drive alignment, not just provide analysis

Change & Delivery

• Experience supporting change initiatives, continuous improvement, or project delivery
• Ability to drive adoption and behavioural change across teams
• A proactive, solutions focused approach with a strong focus on outcomes

Why Join DHL Express?

• Competitive salary + benefits, including Southern Cross health insurance, life and income protection
• Long Service Leave to recognise your continued commitment
• Be part of a business that is truly customer focused, with opportunity to drive real impact
• Access to global tools, programs, and best practices (LEAN, First Choice)
• Contribute to meaningful outcomes through our GoGreen (Go Purpose) sustainability initiatives
• Career development and growth opportunities within a global network
• A supportive, collaborative culture aligned to DHL values

Apply Now!

If you are passionate about customer experience, data driven insights, and driving change through people, we’d love to hear from you.

We are committed to equal opportunity and reject any forms of discrimination. The basis for employee selection at DHL Group is qualification, performance, skills and experience.