Platform Lead

Worker Type: Permanent Here at BNZ, it's about more than just banking. We work together in an agile, energising environment to create innovative solutions through our promise "If you can imagine a better future, let's find a way." We support wellbeing, flexible working and have a generous leave offering. There is the opportunity for growth, learning and career development. No two days are the same. Meet the Conversational Platform team. We build the contact centre tech that enables connections between our customers and colleagues, and more We have an exciting opportunity for a Platform Lead to join us. We’re a tight-knit bunch comprising three teams, all working toward one shared goal; making it brilliantly easy for customers to connect with us through a smart, seamless communication platform. Whether it’s voice, messaging, or self-service, we’re here to make things flow - prioritising our customers and enabling our bankers and support teams to shine. Mō te Tūranga | About the Role We sat down with our Platform Manager, and they let us know the following about the role. What are some of the day to day tasks the person in this role will complete? - Platform Roadmaps: Define and communicate a clear platform vision and strategy aligned with BNZ’s strategic goals, driving the platform team towards operational excellence. - People Leadership: Lead technical roles such as engineers and technical specialists through all employee lifecycle stages—attraction, recruitment, onboarding, development, retention, and offboarding. Foster a culture of trust, collaboration, and accountability to drive performance and alignment with business goals. - Risk Management: Mitigate technology risks to ensure security, compliance, and resilience. Resolve incidents to meet recovery SLAs, conduct post-incident reviews, and prioritize actions to improve availability What is the team culture and environment like? We’re a collaborative bunch who value open, honest conversations and continuous improvement. Everyone’s got a strong sense of ownership over the customer experience - from keeping things running smoothly to finding ways to make them even better. We’re big on learning, sharing what we know, and staying curious (especially when it comes to AWS and new tech). It’s a safe space to speak up, try new ideas, and grow - no fear of failure here. At the heart of it all, we’re customer-focused and data-driven, working together to build scalable, secure, and reliable contact centre solutions. What is the most exciting thing about this opportunity? We offer a unique landscape where our customers are both internal and external, making for a melting pot of opportunities. We’ve recently re-platformed to Amazon Connect, a SaaS solution at the core of our Contact Centre. You’d be joining at the perfect time - everything’s fresh, cloud-native, full of possibility with none of the legacy drawbacks. The IVR and messaging channels are a greenfield playground, with smart technology patterns already in place. Generative AI rolls off our tongues more and more. It’s a rare chance to shape how things are done from the ground up, bring new ideas to life, and help redefine what a great customer experience looks like. What is the most challenging thing about this opportunity? The Platform Lead role offers the chance to drive the development of robust, scalable platform solutions that deliver sustainable business outcomes. You will support and develop your team while balancing your focus on maximising the value delivered by the platform team, ensuring alignment with customer needs, stakeholder expectations, and BNZ’s strategic goals. What technical skills are required this role? - People Leadership: Experience in leading and developing technical teams through all stages of the employee lifecycle. - Technical Knowledge: Understanding of software development processes and platform architecture. - Backlog Management: Expertise in creating, prioritizing, and managing a product backlog effectively. - Data-Driven Decision Making: Ability to use data and KPIs to inform prioritisation and product decisions. - Agile Methodologies: Proficient in agile practices, including sprint planning and user story development. What attributes will this person display in order to be successful in this role? - Experience working with Contact Centres or with associated technologies - A good understanding of AWS cloud concepts - Familiarity with Amazon Connect and the AWS ecosystem - Proficient with data analysis to support decision making Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand - Ehara taku toa i te toa takitahi, engari he toa takitini" - Success is not the work of an individual, but the work of many.”_ Closing Date: 15 October 2025