Job Description
Full job description
Product Owner - Dynamics 365
Customer service, sales and marketing
Make KiwiRail easier to do business with
Permanent; Auckland, Wellington or Christchurch 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
Please note that we call this position within our structure Digital Solutions Specialist.
Kua rite, kia rite | Ready to Make a Difference?
Rā aukati | Applications close: 4 February 2026
Product Owner - Dynamics 365
Customer service, sales and marketing
Make KiwiRail easier to do business with
Permanent; Auckland, Wellington or Christchurch 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
Please note that we call this position within our structure Digital Solutions Specialist.
Kua rite, kia rite | Ready to Make a Difference?
Rā aukati | Applications close: 4 February 2026
💡 Quick Summary
Seeking a career-building opportunity? The Digital Solutions Specialist position is now open for candidates interested in the Work from home Jobs sector. This role in Auckland offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Work from home Jobs is a plus.