Emily Pfeffer in

Emily Pfeffer

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Head of Retail Operations and Business Improvement at Kiwibank
📍 Wellington, Wellington, New Zealand

Emily Pfeffer is the Head of Retail Operations and Business Improvement at Kiwibank, specializing in leading large-scale technology rollouts like Salesforce and ServiceNow. A graduate of Victoria University with a Prosci Change Management Certificate, she has a strong background in digital transformation, HR, and operational excellence.

An engaged local resident, Emily participates in Wellingtons civic life by contributing to public consultations on topics such as environmental policy and animal welfare. She uses her social media presence to advocate for talented colleagues and support her professional network.

She has a proven track record of successfully leading change for thousands of colleagues during major platform implementations.

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Experience
15 Years
Current Role
Head of Retail Operations and Business Improvement
Job Level
Mid-senior
Location
Wellington, Wellington, New Zealand
Personality Overview

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Communication Style
Decision Approach
Work Preference

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Priorities

Topics Emily cares about

Large-Scale Tech Adoption
Led the change and learning team for the implementation of Salesforce and nCino for 3, 500 colleagues at Bank of New Zealand.
Operational Improvement
Her current role focuses on driving continuous improvement and operational change across Kiwibank's customer-retail division.
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Career

Work history

8-2025
Head of Retail Operations and Business Improvement
Kiwibank
1-2023 - 8-2025
Change Lead
Bank of New Zealand
6-2021 - 1-2023
Change Manager - Road to Zero
Waka Kotahi NZ Transport Agency
9-2016 - 6-2021
Senior Change Manager
Kiwibank
10-2013 - 8-2016
HR Business Partner
Kiwibank
In the press

Media appearances

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Education
2016 - 2016
Prosci Change Management Certificate
Prosci
2006 - 2009
Bachelor of Commerce
Victoria University
Social presence
in
Behavioral profile

DISC profile (public)

DISC behavioral profile

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