Billing Transformation Lead – Customer Experience

Tiaki Wai - Wellington Water; Lower Hutt; Hybrid; NZD 130,000 - 170,000; Full time

Benefits offered by this job

Flexible working: up to 2 days WFH

Wellbeing programme with one paid day

Professional development opportunities

5 weeks annual leave accrual after 2+1

Job summary

Tiaki Wai - Wellington Water seeks a Customer Billing Establishment Lead to shape a new billing service for the Wellington region. You’ll work with the Head of Customer Billing Services to design the operating model, processes, systems, and ways of working for a modern, customer‑focused billing experience.

You’ll bring proven programme or project delivery experience and strong stakeholder engagement to lead end‑to‑end migrations, testing, and readiness.

Qualifications

• Proven programme, project, or transformation delivery experience.
• Experience working with billing, CRM, customer, or enterprise system implementations.
• Strong understanding of migration, testing, and operational readiness activities.
• Experience working across multiple stakeholders, teams, and delivery partners.
• Strong risk, dependency, and issue management capability.
• Excellent communication skills and the ability to influence and build trusted relationships.

Responsibilities

• Design the future billing operating model and its implementation.
• Translate business and customer needs into practical requirements.
• Support migration and transition activities to new systems and ways of working.
• Lead testing, business readiness, and operational preparedness activities.
• Design end-to-end billing-to-cash processes and customer journeys.
• Identify and manage risks, issues, dependencies, and delivery challenges.
• Collaborate across business, customer, and technology teams to align priorities.
• Support change initiatives and help stakeholders navigate transformation.

Skills

Programme delivery

Stakeholder management

Billing systems

CRM implementations

Testing

Tools

Kraken platform

Job description

Tiaki Wai - Wellington Water seeks a Customer Billing Establishment Lead to shape a new billing service for the Wellington region. You’ll work with the Head of Customer Billing Services to design the operating model, processes, systems, and ways of working for a modern, customer‑focused billing experience.

You’ll bring proven programme or project delivery experience and strong stakeholder engagement to lead end‑to‑end migrations, testing, and readiness.