Customer Billing Establishment Lead

Tiaki Wai Limited; Lower Hutt; Hybrid; NZD 90,000 - 120,000; Full time

Benefits offered by this job

Flexible working arrangements

Comprehensive wellbeing programme

Professional development opportunities

Five weeks annual leave

Job summary

Tiaki Wai Limited is seeking a Customer Billing Establishment Lead to shape and implement a new billing service for the Wellington region. This role involves designing the operating model, supporting business needs, and ensuring smooth migration to new systems.

The successful candidate will collaborate across teams, manage risks, and focus on customer outcomes, contributing to a transformative initiative in the organisation.

Qualifications

• Proven experience in programme, project, or transformation delivery.
• Expertise in billing, CRM, customer, or enterprise system implementations.
• Strong understanding of migration, testing, and operational readiness.

Responsibilities

• Design and support the implementation of Tiaki Wai's billing operating model.
• Translate business needs into practical solutions.
• Lead testing and operational preparedness activities.
• Support migration to new systems.

Skills

Programme delivery experience

Billing system implementation

Migration and testing

Stakeholder engagement

Risk management

Excellent communication

Collaborative mindset

Job description

Jora New Zealand will close on 9th September 2026. Thank you for being with us, we are cheering you on as you continue your career journey.

This is a rare opportunity to help shape a brand-new capability that will support customers and communities across the Wellington region for years to come.

As Customer Billing Establishment Lead, you'll play a pivotal role in creating Tiaki Wai's future billing service. Working closely with the Head of Customer Billing Services, you'll help design the operating model, processes, systems, and ways of working that will underpin a modern, customer-focused billing experience.

At the centre of one of the organisation's most significant transformation programmes, you'll bring together people, processes, technology, and customer needs to ensure we're ready to successfully launch and operate our end-to-end billing function.

From shaping future-state solutions through to preparing for the implementation of the Kraken platform, you'll help turn vision into reality while making sure our customers remain at the heart of every decision.

What you'll be doing:

In this highly collaborative role, you'll help lay the foundations for a successful and sustainable billing service by:

• designing and supporting the implementation of Tiaki Wai's future billing operating model
• translating business and customer needs into practical solutions and business requirements
• supporting migration and transition activities to ensure a smooth move to new systems and ways of working
• leading testing, business readiness, and operational preparedness activities
• designing and improving end-to-end billing-to-cash processes and customer journeys
• identifying and managing risks, issues, dependencies, and delivery challenges
• working across business, customer, and technology teams to align priorities and drive progress
• supporting change initiatives and helping stakeholders successfully navigate transformation.

About you

You're someone who thrives on building, improving, and bringing clarity to complexity.

You enjoy taking big ideas and turning them into practical outcomes, and you're energised by the challenge of bringing people together to deliver meaningful change. You're comfortable working in environments where not everything is fully defined, and you know how to create momentum, build trust, and keep people focused on achieving shared goals.

You bring strong delivery skills but also understand the importance of customer outcomes, stakeholder engagement, and creating solutions that work in the real world.

You'll bring:

• 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
• A collaborative, solutions-focused mindset and a passion for continuous improvement

At Tiaki Wai, our purpose extends beyond delivering great water services for the region; we foster a thriving community, support a diverse workforce, and offer supportive development opportunities. We genuinely care about your safety and wellbeing.

Our benefits include:

• Flexible working arrangements including up to two days working from home
• Comprehensive wellbeing programme, including one paid wellbeing day annually
• Formal and informal professional development opportunities
• Five weeks annual leave accrual will be available following two years of continual service

For a full list of our employee benefits click here

About us

Tiaki Wai is a council-owned organisation responsible for managing the delivery of drinking water, wastewater, and stormwater services across Hutt Valley, Porirua, and Wellington.

We manage public-owned extensive water infrastructure and oversee the delivery of safe and reliable services for our communities. We focus on long-term investment, asset management, maintenance, and delivering major infrastructure projects that support public health, environmental protection, and regional growth.

Water is a precious taonga. At Tiaki Wai, we put care into every drop and are guided by our values of Integrity, Care, and Leadership. We work directly with water consumers and in partnership with councils and mana whenua to deliver better water outcomes for current and future generations.

For further information, email: ******@tiakiwai.co.nz

Applicants for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Tiaki Wai. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.