Senior Digital Solutions Specialist

Product Owner – Dynamics 365

Senior Digital Solutions Specialist

Position Description

• Customer service, sales and marketing


• Make KiwiRail easier to do business with


• Permanent; Auckland based

He kōrero mō mātou | About us:

At KiwiRail, we connect New Zealanders sustainably, powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission, "Stronger Connections, Better New Zealand," highlights our dedication to sustainability and community well-being. 

Our people make KiwiRail exceptional. By fostering a diverse, inclusive, and supportive workplace, we empower everyone to contribute their best. If you’re passionate about innovation and safety, we’d love to welcome you aboard. 

He whakamārama mo te tūranga mahi | About the role:

Join us and lead the transformation of our Dynamics 365 ecosystem so front-line teams can deliver outstanding experiences for our customers - every interaction is an opportunity for us to deliver exceptional customer value.

As a key member of KiwiRail’s Digital Solutions Team in the Customer & Growth Group, you’ll be reporting to the Product Owner Lead. You'll take ownership of a complex CRM landscape and elevate it into a high‑performing, customer‑centric platform - then drive continuous improvements that maximise impact through an efficient use of capital.

Our Contact Centres and Commercial Sales teams rely on Dynamics 365 every day. You’ll turn today’s pain points into a streamlined, reliable, user‑friendly platform across customer service, sales, marketing and a single view of customer that connects it all.

The impact? Better experiences, stronger relationships, and measurable growth. Every improvement you deliver helps KiwiRail become easier to do business with and positions us to win in a competitive market.

What you’ll lead:

• Stabilise and simplify the D365 agent experience
  Streamline email‑to‑case and omnichannel routing, standardise case lifecycles, and lift productivity through intuitive workflows - while tuning queues, routing, knowledge, and reporting so first‑contact resolution and service quality increase


• Tighten the Sales funnel
  Sharpen lead qualification, simplify opportunity stages, and enable insight‑driven pipeline management for Commercial Sales and Executive teams


• Build a trustworthy customer identity
  Drive data quality, deduplication, and identity resolution so users see one customer - with the right relationships - wherever they work


• Relentless prioritisation for impact
  Use discovery, evidence, and ROI to sequence the backlog and deliver measurable outcomes


• Partner across KiwiRail
  Co‑design with Customer Delivery, Contact Centres, Sales, Marketing, Tech vendors and our customers - and bring people on the journey with you through clear communication and change management

Ngā pukenga e rapu nei mātou | What (skills) you will bring:

• A proven track record as a Product Owner in enterprise CRM (ideally Dynamics 365 Customer Service/Omnichannel, Sales, and Marketing)


• Hands‑on delivery mindset - not afraid to dive into the details: write your own stories, run workshops with users, do your own testing, and be ruthless on delivering value


• Ability to weave between business requirements and technical deliverables - translating commercial needs into clear, actionable specifications for developers and vendors


• Strong facilitation and communication skills to engage stakeholders and bring clarity to complex problems


• Comfortable with data and able to use it to guide decisions - but always balancing those metrics with real‑world user and customer feedback to drive meaningful change


• Backlog and delivery discipline (story slicing, acceptance criteria, UAT, release planning)


• Ability to prioritise for impact per dollar and sequence investments under capital constraints


• Vendor and stakeholder savvy - clear on outcomes, pragmatic on scope

Nōu te rourou | What's in it for you:

• Competitive salary plus 4% employer KiwiSaver contribution


• 25 annual leave days


• Professional development opportunities to help you grow and succeed


• Access to NZ Rail Staff Welfare Trust benefits, including holiday homes, medical support and discounted travel


• Be part of a diverse and inclusive workplace dedicated to innovation, sustainability and community impact

Kua rite, kia rite | Ready to Make a Difference?

Rā aukati | Applications close:  14 June 2026