Customer Billing Establishment Lead

Tiaki Wai; Wellington; On-site; NZD 90,000 - 120,000; Full time

Benefits offered by this job

WFH up to 2 days

Wellbeing programme

Professional development

5 weeks annual leave after 2 years

Job summary

Tiaki Wai is seeking a Customer Billing Establishment Lead to shape a brand-new billing capability and lead a customer-focused transformation programme in the Wellington region. The role, fixed-term for 2 years, partners with the Head of Customer Billing Services to design the operating model, processes and ways of working for a modern, customer-centric billing experience.

You’ll bring together people, processes and technology to prepare for the Kraken platform rollout and ensure customers

Qualifications

• Proven programme, project or transformation delivery experience.
• Experience with billing, CRM or enterprise system implementations.
• Strong knowledge of migration, testing and operational readiness.
• Experience working with multiple stakeholders and delivery partners.
• Strong risk, dependency and issue management capabilities.
• Excellent communication and relationship-building skills.
• A collaborative, solutions-focused mindset with a drive for improvement.

Responsibilities

• Design and support the implementation of Tiaki Wai's future billing operating model.
• Translate business and customer needs into practical solutions and requirements.
• Lead migration, testing and readiness activities for the new system.
• Coordinate across business, customer and technology teams to align priorities.
• Identify risks and dependencies and manage delivery challenges.
• Support change initiatives and stakeholder navigation of transformation.

Skills

Programme delivery

Billing systems

Migration readiness

Stakeholder management

Risk management

Communication

Collaboration

Job description

• Shape a brand-new billing capability
• Lead customer-focused transformation delivery
• Fixed term - 2 years

The opportunity

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.

Benefits

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 2 days working from home
• Comprehensive wellbeing programme, including one paid wellbeing day annually
• Formal and informal professional development opportunities5 weeks annual leave accrual will be available following 2 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.

Applications close: Thursday, 17 September

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.