Customer Experience Lead, Infrastructure & Programs

Auckland Council; Auckland; Hybrid; NZD 130,000 - 144,000; Full time

Benefits offered by this job

Flexible working options

Oranga Day

Leisure Centre membership discount

EAP services

KiwiSaver contribution

Job summary

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

Qualifications

• 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.

Responsibilities

• 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.

Skills

CX leadership

Stakeholder engagement

Customer insights

Communication

Education

Tertiary qualification

Job description

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