Emily Pfeffer

Enthusiast
DISC Type : i

Head of Retail Operations and Business Improvement at Kiwibank

Wellington, Wellington, New Zealand

Overview

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.

Personality Overview

Non-Confrontational

Story Driven

Amiable & Agreeable

Unlike D or C types, they are convinced more by stories and testimonials.  They prefer to build relationships rather than staying totally transactional. They are generally friendly, so be careful when relying on their word.

Topics They Care 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.
Customer-First Experiences
Aims to deliver simple, accessible, and customer-first experiences by partnering with leaders to optimize performance.

Media Appearances

Emily has no verified media appearances

Work History

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

Education

2016 - 2016
Prosci Change Management Certificate from Prosci
2006 - 2009
Bachelor of Commerce from Victoria University

More Information

Social Presence :

Prographics :

Exp : 15 Location : Wellington, Wellington, New Zealand Job Level : Mid-senior Designation : Head of Retail Operations and Business Improvement at Kiwibank
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Insights For Selling To Emily

During A Call Or A Meeting

DO's

  • Maintain high, positive energy and convey confidence
  • Speak from experience about success that the product has seen with other customers
  • Invite them for a lunch or a drink/coffee

DONT's

  • Don’t push them for a direct ‘no’, take lack of ‘yes’ as ‘no’ after some time
  • Don’t ask too many questions in one go, weave them into the flow
  • Avoid overloading them with too much information

When Cold Calling

When Writing An Email

While Negotiating & Closing

    The secret to closing fast with Emily is

  • Relationship and rapport are valuable for them, but so is proven product value.
  • Will you ever get a clear answer from Emily

  • They will hardly ever say a direct no.

Insights For Deal Planning

    How fast (or slow) will Emily move?

  • Even when they are constantly engaged, they do not reach decisions quickly.
  • Can Emily take some risk or not?

  • They can take some low-probability risks if needed.

You And Emily

Personality Compatibility


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