Jay Schwartfeger

Jay Schwartfeger is currently serving as the Service Enhancement Lead at Meridian Energy since May 2023, where the focus is on innovating Customer Service Delivery through Technology and Workforce Management functions, as well as leading the Strategic Service Roadmap design. Prior to this role, Jay was the Customer Success Manager at Smartly from August 2021 to August 2022, overseeing a 50-seat Contact Centre and implementing a new phone channel service model that significantly reduced call response times. Jay's experience at the New Zealand Qualifications Authority from February 2014 to July 2021 included roles as Contact Center Manager, Performance Improvement Analyst, and Coordinator, where efforts concentrated on modernizing operations, enhancing recruitment and training processes, and implementing systems to improve customer experience and operational efficiencies.