Moa Haar-Simmonds is a business leader with extensive experience in customer service management and operational excellence. As the General Manager – Service Operations/Engage at Mercury NZ, Moa oversees the strategic direction and operational performance of multiple service teams, ensuring the delivery of exceptional customer experiences.

With a career spanning over fifteen years in the customer service industry, Moa has a proven track record of driving significant improvements in service quality, efficiency, and customer and employee satisfaction. She is known for her innovative approach to contact centre management, leveraging advanced technologies and data-driven insights to enhance service delivery and streamline operations.

Prior to her current role, Moa held several key positions in leading organisations, including her role as Manager, Global Contact Centres at Qantas Airways. Her ability to lead large, diverse and global teams has been pivotal in her professional journey.

Moa’s areas of expertise include customer experience management, team leadership, operational efficiency, and digital transformation. She is also a speaker at industry conferences, where she shares her insights on the future of customer service, the impact of technology on customer interactions, and best practices in contact centre management.

Outside of her professional life, Moa is immersed in te ao Māori, with a particular interest in board level co-governance and organisational diversity and inclusion. In her spare time, she enjoys mindfulness, reading, and whānau.