Customer Billing Establishment Lead

Tiaki Wai Limited; Wellington; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working arrangements (up to 2

Wellbeing programme

Professional development

Five weeks annual leave accrual

Job summary

Tiaki Wai Limited in Wellington seeks a Customer Billing Establishment Lead to shape a brand-new billing capability. You will design the operating model, processes, systems and ways of working that underpin a modern, customer-focused billing experience, working closely with the Head of Customer Billing Services.

From shaping future-state solutions to preparing for Kraken platform implementation, you will turn vision into reality while keeping customers at the heart of every decision.

Qualifications

• Proven programme, project, or transformation delivery experience.
• Experience with billing, CRM, customer, or enterprise system implementations.
• Strong migration, testing, and operational readiness knowledge.
• Excellent communication and relationship-building skills.
• Collaborative, solutions-focused mindset with continuous improvement.

Responsibilities

• Design and support the implementation of Tiaki Wai's future billing operating model.
• Translate business and customer needs into practical requirements.
• Support migration and transition activities for new systems.
• Lead testing, readiness, and operational preparedness.
• Design end-to-end billing-to-cash processes and journeys.
• Identify and manage risks, dependencies, and delivery challenges.
• Collaborate across business, customer, and technology teams to align priorities.
• Support change initiatives and stakeholder navigation.

Skills

Programme delivery

Stakeholder mgmt

Billing systems

Change management

Communication

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.

Tiaki Wai Limited – Wellington, North Island

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

• 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.

• 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.

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.

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