The Role
At Fisher & Paykel, we’re passionate about delivering exceptional customer experiences through smart, human-centred design.
We’re looking for a CEX Process Advisor to join our Global Customer Experience Team, supporting knowledge management and process improvement across our global markets.
About the Role
This role plays a key part in maintaining and improving both internal and customer-facing knowledge systems. It also supports the delivery of process improvement initiatives that enhance efficiency and reduce customer effort. From updating SOPs and process guides and mapping customer journeys to supporting system implementations and collaborating with cross-functional teams, variety is guaranteed!
The role is based in Auckland and offers a hybrid working arrangement, with standard hours of Monday to Friday, 8am–5pm. Remote flexibility is available, depending on business needs.

Key Responsibilities

• This position will support CEX to improve processes for our customers, team and business as well as support the delivery of key business change.
• No two days are the same as it could be hearing about a broken link in the chain for a customer that is a quick process fix - working with the right stakeholders for input, mapping the process and getting approval to make the change!
• Next you might be working on one of our CEX projects helping map the customer journey and process documentation ready for stakeholder sign off and hand over to our training team.
• Ongoing review and maintenance of processes and communicating updates and changes will also be part of your remit

What You’ll Bring

We’re looking for someone who is naturally curious, collaborative, and confident in a fast-paced environment. The ideal candidate will bring:

• Experience in knowledge management or maintaining databases
• Ability to simplify complex information and communicate effectively across teams
• Strong stakeholder engagement and interpersonal skills
• Exposure to process improvement methodologies such as Lean or Six Sigma (advantageous)
• Familiarity with Salesforce CRM (beneficial)
• Confident in exploring AI for efficiency (advantageous)
• A proactive mindset with a passion for continuous improvement

Why Join Fisher & Paykel Appliances?
We’re a global brand with deep New Zealand roots, driven by values of trust, innovation, sustainability, generosity, and curiosity. Our team culture is collaborative and inclusive, where ideas are valued and people are empowered to make a difference.
Exciting Developments: We’re moving to a new state-of-the-art site in Penrose in mid-2026, bringing fresh opportunities to enhance our workplace and employee experience!
What We Offer

Join a global leader headquartered in New Zealand with a range of exciting challenges, growth opportunities, and exceptional benefits, including:

• Flexible working arrangements and competitive pay.
• Whānau/Family Leave to support what matters most.
• Generous staff discounts on Fisher & Paykel and Haier products.
• Life and disability insurance discounted medical cover, and access to our superannuation scheme.
• A vibrant workplace with a subsidised staff café and free on-site parking.

Ready to Make a Difference?
If you’re passionate about improving processes and delivering better experiences, we’d love to hear from you.
Submit your CV and cover letter to join a team that truly values its people. Please note that applicants must hold New Zealand citizenship or permanent residency.

• This position will support CEX to improve processes for our customers, team and business as well as support the delivery of key business change.
• No two days are the same as it could be hearing about a broken link in the chain for a customer that is a quick process fix - working with the right stakeholders for input, mapping the process and getting approval to make the change!
• Next you might be working on one of our CEX projects helping map the customer journey and process documentation ready for stakeholder sign off and hand over to our training team.
• Ongoing review and maintenance of processes and communicating updates and changes will also be part of your remi