Customer Experience Lead — Water Services Strategy

New Plymouth District Council; New Zealand; On-site; NZD 120,000 - 180,000; Full time

Job summary

New Plymouth District Council is seeking a Customer Services Lead to shape Wai Hononga’s customer strategy and operating model from New Plymouth. You will oversee customer experience, engagement and billing services, collaborating with NPDC and service providers as Wai Hononga establishes its capabilities.

You are a senior customer leader who can translate insights into practical improvements, build relationships with stakeholders and drive continuous service improvement in a complex public

Qualifications

• Leadership experience in customer services or delivery within a complex organisation.
• Experience developing and implementing customer strategies and service standards.
• Strong ability to translate insights into actionable service improvements.

Responsibilities

• Lead Wai Hononga’s customer strategy, service standards and operating model.
• Oversee customer experience, engagement, insights and continuous service improvement.
• Provide strategic oversight of customer services and billing arrangements.
• Establish customer performance measures and use insights for investments.
• Build strong relationships across Wai Hononga, NPDC, customers and stakeholders.

Skills

Leadership experience

Experience shaping customer strategy

Customer experience management

Stakeholder engagement

Change management

Job description

New Plymouth District Council is seeking a Customer Services Lead to shape Wai Hononga’s customer strategy and operating model from New Plymouth. You will oversee customer experience, engagement and billing services, collaborating with NPDC and service providers as Wai Hononga establishes its capabilities.

You are a senior customer leader who can translate insights into practical improvements, build relationships with stakeholders and drive continuous service improvement in a complex public