Customer Experience Lead

Auckland Council Group; Auckland; Híbrido; NZD 130.000 - 144.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Flexible working options

Oranga Day

Leisure Centre membership discount

EAP services

KiwiSaver contribution

Descripción de la vacante

Auckland Council is seeking a Customer Experience Lead to shape how residents and businesses experience major infrastructure and transport initiatives in Tāmaki Makaurau. The role sits at a strategic level, championing the voice of the customer across programmes and projects and influencing planning, design and delivery to keep customer needs at the heart of decisions.

Fixed-term until 23 July 2027, you will lead customer experience activities, translate insights into action, and partner with

Formación

• Experience leading customer experience initiatives, programmes or projects.
• Strong stakeholder engagement, facilitation and influencing skills.
• Ability to translate customer evidence into decision-making.
• Experience in complex and evolving organisational environments.
• Excellent communication, storytelling with customer insights.

Responsabilidades

• Lead customer experience activities across complex programmes and projects.
• Use customer insights and research to inform decision-making and improve outcomes.
• Identify customer impacts, risks and opportunities throughout project delivery.
• Partner with teams to embed customer-centred approaches and best practice.
• Support continuous improvement initiatives that enhance customer experiences.

Conocimientos

CX leadership

Stakeholder engagement

Customer insights

Communication

Educación

Tertiary qualification

Descripción del empleo

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This is an exciting fixed-term opportunity to help shape how customers experience some of the most significant infrastructure and transport-related initiatives being delivered across Tāmaki Makaurau.

As Customer Experience Lead, you'll champion the voice of the customer across complex programmes and projects, ensuring customer needs, expectations and experiences are considered throughout planning, design and delivery. Working at a strategic level, you'll influence decision-making, drive customer-centred thinking and help teams understand the real-world impacts of their work on Auckland's communities.

Partnering with programme teams, senior stakeholders and subject matter experts from across Auckland Council and key delivery partnersyou'll use customer insights, engagement and evidence-based approaches to identify opportunities, improve experiences and support better outcomes for residents, businesses and visitors.

This is a role where you'll help bridge the gap between infrastructure delivery and customer experience, ensuring customer perspectives remain at the heart of decisions that shape the future of Auckland.

Please note: This is a fixed-term opportunity until 23 July 2027, and is not a permanent position.

Day-to-day you could expect to:

• Lead customer experience activities across complex programmes and projects
• Use customer insights and research to inform decision-making and improve outcomes
• Identify customer impacts, risks and opportunities throughout project delivery
• Partner with teams to embed customer-centred approaches and best practice
• Support continuous improvement initiatives that enhance customer experiences

You'll be an experienced customer experience professional who combines strategic thinking with a genuine passion for understanding customer needs. Whether your background is in customer experience, service design, transformation, engagement or a related field, you'll bring a proven ability to influence change and improve outcomes in complex environments.

We're looking for someone who can confidently demonstrate how they've used customer insights to drive tangible improvements, influence stakeholders and deliver meaningful change. You'll be a natural storyteller who can translate customer feedback, research and evidence into compelling narratives that build understanding and support action.

You will have:

• Experience leading customer experience initiatives, programmes or projects
• Strong stakeholder engagement, facilitation and influencing skills
• Demonstrated ability to use customer insights to inform decisions and drive improvement
• Experience working across complex and evolving organisational environments
• Excellent communication skills, including the ability to tell compelling stories using customer evidence and insights
• Relevant tertiary qualifications or equivalent professional experience

What will make you successful?

You'll bring empathy, curiosity and resilience, with a strong commitment to putting customers at the centre of decision-making. Comfortable working across a broad range of stakeholders and perspectives, you'll know how to bring people together around a shared understanding of customer needs and outcomes.

You'll thrive in complex environments where priorities shift, competing views exist and influencing without direct authority is often required. Your ability to build relationships, navigate challenges constructively and maintain a customer-focused perspective will enable you to deliver meaningful impact.

Most importantly, you'll be able to demonstrate how you've helped improve customer experiences in previous roles, clearly articulating the approach you took, the challenges you navigated and the outcomes achieved.

Auckland Council is the largest local government council across Oceania, serving over 1.7 million people and contributing towards making Tāmaki Makaurau a world-class city.

We offer a range of employee benefits and proudly support flexible working options where possible.

You’ll have access to a range of fantastic Auckland Council benefits, EAP services, an Oranga Day and discounted Leisure Centre membership and a range of other partnership discounts! View a snapshot of some of our employee benefits here :

We are a diverse organisation – we value diversity in our thinking, and we can only achieve that with a diverse team!

You can find the position description here

Applications will be reviewed as they are received, and this advert may close earlier than the advertised closing date if a suitable candidate is identified.

This role has a remuneration range of $130,005 – $144,450

Please note: Qualification Checks will be conducted along with other relevant pre-employment checks required for employment with Auckland Council.

Our employer KiwiSaver contribution is additional to base salary offered.

Auckland Council is committed to protecting your privacy in accordance with the Privacy Act 2020. We collect personal information directly from you and, where relevant for the purpose of assessing you for employment, and employing you as part of the transport reform process, from third parties such as referees, previous employers (including Auckland Transport) recruitment agencies, and background checking providers.

By applying for this role, you consent to Council obtaining a reference from your current employer, including information about any active conduct investigations and current performance management processes, if you are the preferred candidate. Reference checks will only be undertaken at the preferred candidate stage. Any non-active performance or conduct matters may also be discussed with referees as part of the reference checking process.

If you do not consent to this information being provided, Council may be unable to properly assess your application and your application will not progress further. If you wish to withhold your consent, or to access or correct your personal information, please contact the Privacy Officer at [e-mail].

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.