Setting the bar for coffee excellence across New Zealand
The Challenge
Z Energy (Z) is actively building its reputation as a top provider of high-quality coffee at its service stations throughout Aotearoa New Zealand. Coffee isn’t just a nice-to-have; it’s a necessity for many Kiwi and Z’s vision for success is for Z stations to be known for consistently excellent barista-made coffee, driving both customer satisfaction and brand loyalty.
To achieve this goal, Z is committed to uplifting the capability of all baristas across the network through tailored barista training and improved access to learning resources. This approach captures new team members and those working night shifts ensuring everyone, regardless of experience or schedule, has the skills, confidence and consistency to deliver an exceptional customer experience any time of day!
Our challenge for this project was designing and rolling out a learning solution to support this uplift by scaling nationally, resonating with the frontline workforce, and aligning tightly with Z’s strategic direction.
Our Partnership
We went about this by co-designing a learning pathway that clearly defined what ‘great coffee’ looks like in a Z context, then supporting Z to build and deploy the capability uplift through their learning platform.
Together, we designed a two-level learning programme that brought their vision to life and gave baristas the confidence to deliver great coffee, consistently.
Level 1 focuses on building strong foundations. It is designed for new baristas joining Z, helping them quickly understand what great coffee looks like and how to deliver it. The learning includes clear, practical ‘how to’ videos, step-by-step guidance, on-the-job practice, and manager checklists to support coaching and assessment. It follows a blended learning approach that combines digital content with hands-on experience, so baristas build confidence and skills right from the start.
Level 2 extends learners’ skills once they are ready to lead coffee excellence for their site. It focuses on building deeper capability, with a strong emphasis on independent problem-solving and leadership at the counter. Baristas learn how to troubleshoot issues, keep coffee service running smoothly without needing to rely on others, and support newer team members by sharing their knowledge and helping to coach on the floor.
“Coffee is both a craft and a science, so our team need strong theoretical and practical skills. Synapsys worked closely with us, from initial workshops to final delivery, to build a programme that blends theory, hands-on training, and a clear growth pathway. Their collaboration made the process seamless, and feedback from our baristas has been overwhelmingly positive.”
Sarah Kennard, Z Energy
The Impact
Together, the two levels create a complete pathway from new starter to confident, capable baristas who can lead excellence across each site. Everything is built around Z’s definition of great coffee.
The result is a practical, scalable programme that Z can confidently own and grow over time.