Chief Customer Experience & Insights Leader

Marketplace; Wellington; Hybrid; NZD 130,000 - 170,000; Full time

Benefits offered by this job

Flexible working (WFH 2 days)

Wellbeing programme

Professional development

Five weeks annual leave after two yrs

Job summary

Tiaki Wai in Wellington is seeking a Head of Customer Experience and Insights to lead customer-centric strategy across insights, service design and experience. You will partner with the Chief Customer Officer to build capabilities, translate data into action and shape investments.

You will drive research, segmentation and voice of the customer, oversee a Customer Reference Group from 2027, and influence decisions across complex teams while ensuring accessibility and inclusion for diverse

Qualifications

• Senior-level leadership across CX strategy, insights, and service design.
• Proven track record transforming customer-focused capabilities.
• Expertise in research, segmentation, and voice-of-customer approaches.

Responsibilities

• Lead customer experience strategy, service design and insights with cross-functional impact.
• Oversee the evolution of customer-centric capabilities and governance.
• Influence investment decisions through translating insights into action.
• Collaborate with senior stakeholders to align across complex organisations.
• Oversee Customer Reference Group planning and community-focused initiatives.

Skills

Senior leadership

Customer experience

Service design

Customer insights

Stakeholder management

Team leadership

Job description

Tiaki Wai in Wellington is seeking a Head of Customer Experience and Insights to lead customer-centric strategy across insights, service design and experience. You will partner with the Chief Customer Officer to build capabilities, translate data into action and shape investments.

You will drive research, segmentation and voice of the customer, oversee a Customer Reference Group from 2027, and influence decisions across complex teams while ensuring accessibility and inclusion for diverse