The Workplace Experience Lead is a highly visible role and it is fully based on site. It is hands-on role for someone who combines a customer-first mindset with strong service management, communication, coordination, and end-user support and delivery capabilities. You will help ensure that IT services operate smoothly, workplace technology is reliable and easy to use, and IT initiatives are delivered clearly, and consistent. You will also play an important role in helping our people get the most from technology through practical assistance, training, guidance, and engaging communication. We put our customers first, we believe that technology should make work easier, simpler, faster and interaction with Cardinal should be a lasting positive experience.

About us:
Cardinal is a leading partner to many of New Zealand’s well-known companies in food, beverage, grocery and personal healthcare.  We offer an end-to-end logistics solution to our customers, which offers the opportunity for our team members to develop, upskill and progress within the business.  We are revolutionizing supply chains with New Zealand’s first fully automated 3PL warehouse with AI driven robotics.

What success in this role looks like:

• People know where and how to get technology support.
• Support interactions feel professional, welcoming, and easy.
• End users receive clear communication and practical guidance.
• Incidents, requests, problems, and changes are managed consistently.
• IT and AI initiatives follow a smooth and visible delivery process.
• Technology improvements are introduced with appropriate training and change support.
• Feedback is actively gathered and used to improve the workplace experience.

What you will do:

• Champion a customer-first culture across all IT services and workplace technology interactions.
• Lead the day-to-day workplace technology and on-site support experience.
• Guide, mentor, and coordinate technical support team members working within a matrix environment. .
• Act as an escalation point for complex, high-impact, or sensitive technology issues.
• Establish and improve ITIL-aligned processes for incidents, service requests, problems, changes, and major incidents.
• Coordinate root-cause analysis and ensure agreed corrective actions and long-term improvements are completed.
• Help create a consistent, concierge-style service experience that makes employees and customers feel valued and supported.
• Assist end users with technology issues, questions, service requests, and the adoption of new tools.
• Develop and deliver practical training, user guides, awareness material, demonstrations, and onboarding support.
• Communicate technology changes, incidents, outages, planned maintenance, and delivery updates in clear, accessible language.
• Coordinate the delivery process for IT initiatives.
• Build service management and delivery dashboards, reports, and performance measures.
• Design and improve service request forms, workflows, knowledge articles, and automated processes.
• Support desktop, print,  mobile, Microsoft 365, meeting-room, audiovisual, and collaboration technologies.
• Improve the presentation, tone, accessibility, and consistency of IT communications and support channels.
• Gather end-user feedback and use it to identify service, training, technology, and process improvements.
• Work closely with operational teams, business leaders, technology specialists, vendors, and customers.
• Promote safe working practices and support Cardinal’s health and safety policies.

What you will bring: 

• A strong combination of customer experience, technology support, service coordination, and delivery discipline.
• Experience in a workplace experience, service delivery, service desk leadership, technology support, customer success, hospitality, or concierge-style role.
• A genuine passion for creating positive customer and end-user experiences.
• A strong understanding of IT service management and ITIL practices.
• Experience working with incident, request, problem, change, and major incident processes.
• The ability to coordinate multiple IT initiatives.
• Strong organisational skills and confidence managing actions, milestones, risks, dependencies, and competing priorities.
• The ability to explain technology clearly to people with different levels of technical knowledge.
• Experience assisting, coaching, training, and guiding end users.
• Excellent written and verbal communication skills.
• Strong stakeholder engagement and relationship-building capabilities.
• The confidence to manage expectations and escalations calmly and professionally.
• Experience mentoring or coordinating a small technical support team.
• Hands-on troubleshooting experience across desktop, mobile, meeting-room, collaboration, and business technology.
• Experience creating user guides, support documentation, standard operating procedures, knowledge articles, and service communications.
• An analytical and improvement-focused mindset, with experience using service data and customer feedback to identify opportunities.
• The ability to work collaboratively across business, operational, technical, and vendor teams.

Advantageous skills and experience: 

• Microsoft 365 technologies such as Teams, SharePoint, OneDrive, Outlook, Intune, Endpoint Manager, Power Automate, and Power BI.
• IT service management platform such as, Jira Service Management, or Freshservice.
• ITIL and AGILE certifications are highly desirable. Relevant Microsoft, Lean, or Six Sigma qualifications would be advantageous.

Why work with us?

• Play a key leadership role in one of NZ’s most respected logistics providers.
• Be part of a collaborative and innovative team that values continuous improvement.
• Competitive salary + company benefits + real career development opportunities.

If the above sounds like you, do not hesitate and apply now! We look forward to discussing this opportunity with you. Applicants for this position must have New Zealand citizenship, residency or a valid work visa.  The successful applicant must pass a pre-employment drug and alcohol test, criminal history check and provide two contactable references.