Chief CX & Insights Architect

Tiaki Wai; Wellington; Hybrid; NZD 110,000 - 170,000; Full time

Benefits offered by this job

WFH options

Wellbeing day

Professional development

Annual leave progression

Job summary

Tiaki Wai is seeking a senior Customer Experience Leader to shape how we put customers at the heart of water services in the Wellington region. You’ll partner with the Chief Customer Officer to design and implement an organisation-wide CX capability spanning insights, service design and governance.

You’ll lead multidisciplinary teams, drive customer research and journey redesign, and oversee a Customer Reference Group planned for early 2027 to deliver tangible improvements for diverse

Qualifications

• Senior-level experience in customer experience, service design, customer insights or customer strategy.
• Experience establishing, transforming or maturing customer-focused capabilities.
• Deep expertise in customer research, insight, segmentation and voice-of-customer approaches.
• Strong service design and customer journey capability, with experience redesigning services around customer needs.
• Experience integrating customer, digital and operational data to identify opportunities and influence decisions.
• Ability to influence senior stakeholders and drive alignment across complex organisations.
• Experience building and leading multidisciplinary teams.
• Commitment to accessibility, inclusion and understanding diverse communities.

Responsibilities

• Lead customer experience strategy and create an organisation-wide CX capability.
• Work with Chief Customer Officer to drive insights, service design and governance.
• Oversee Customer Reference Group planned for early 2027.
• Influence senior stakeholders to align across departments and functions.
• Build and lead multidisciplinary teams focused on customer outcomes.

Skills

Senior CX experience

Service design

Customer research

Stakeholder influence

Team leadership

Accessibility & inclusion

Job description

Tiaki Wai is seeking a senior Customer Experience Leader to shape how we put customers at the heart of water services in the Wellington region. You’ll partner with the Chief Customer Officer to design and implement an organisation-wide CX capability spanning insights, service design and governance.

You’ll lead multidisciplinary teams, drive customer research and journey redesign, and oversee a Customer Reference Group planned for early 2027 to deliver tangible improvements for diverse