Customer Experience Optimisation Manager

Join our team; Ngaruawahia; Remote; NZD 122,000 - 149,000; Full time

Benefits offered by this job

Free parking

Flexible working options

Annual performance & remuneration rev

Subsidised health insurance

Birthday leave

Work-life balance day every six months

Employee Assistance Programme

Wellbeing programme

Free health checks

Boost discounts

Job summary

Waikato District Council is seeking a Customer Experience Optimisation Manager to lead a cross-functional team focused on customer advocacy, capability development, performance, and continuous improvement. You will drive improvements across channels, adopt new technologies, and ensure the voice of the customer shapes services.

The role reports to the Head of Performance & Capability and aims to deliver better outcomes for communities through a customer-centred approach and strong leadership.

Qualifications

• 7+ years' experience across customer experience, contact centres, channel management, customer advocacy, business improvement, or change management.
• Experience leading teams and specialist functions.
• Strong knowledge of complaints management, customer advocacy, and service recovery practices.
• Demonstrated change leadership experience and the ability to influence at all levels of an organisation.
• Strong analytical, problem-solving, and stakeholder engagement skills.
• A customer-first mindset and a passion for continuous improvement.
• An understanding of, or willingness to learn about, te ao Maaori, tikanga Maaori, and Te Tiriti o Waitangi.

Responsibilities

• Lead channel optimisation across phone, digital, assisted, and self-service channels to create seamless customer experiences.
• Drive customer-facing technology improvements and support digital adoption initiatives.
• Own and continuously improve Council's customer complaints framework, advocacy processes, and service recovery approach.
• Lead customer advocacy, capability, performance, and assurance specialists as one connected improvement function.
• Build workforce capability and readiness through learning, development, and knowledge management initiatives.
• Lead customer-facing change programmes and support successful change adoption across services.
• Use customer feedback, insights, and performance data to drive measurable improvements.
• Champion a culture of continuous improvement, innovation, accountability, and customer focus.

Skills

Leadership

Customer experience

Change management

Stakeholder engagement

Analytical skills

Problem solving

Continuous improvement

Māori knowledge

Education

Tertiary qualification

Job description

Customer Experience Optimisation Manager

Help redefine what great customer experience looks like.

Every interaction shapes trust. Every improvement makes life easier for our customers. Every insight is an opportunity to do better.

At Waikato District Council, we're on a journey to create seamless, customer-centred experiences across every channel and service we provide. We're looking for an experienced Customer Experience Optimisation Manager to lead that journey.

The opportunity

This is a rare opportunity to influence how thousands of customers experience Council services. You'll lead a talented team focused on customer advocacy, capability, performance, and continuous improvement, using customer insights and innovation to drive meaningful change and deliver better outcomes for our communities.

If you're passionate about creating exceptional experiences, empowering teams, and turning customer feedback into real improvement, we'd love to hear from you.

Reporting to the Head of Performance & Capability, you'll lead a team of specialists focused on customer experience, advocacy, capability development, performance, and continuous improvement, ensuring the voice of the customer is reflected in how services are designed, delivered, and improved.

What will I do?

• Lead channel optimisation across phone, digital, assisted, and self-service channels to create seamless customer experiences.
• Drive customer-facing technology improvements and support digital adoption initiatives.
• Own and continuously improve Council's customer complaints framework, advocacy processes, and service recovery approach.
• Lead customer advocacy, capability, performance, and assurance specialists as one connected improvement function.
• Build workforce capability and readiness through learning, development, and knowledge management initiatives.
• Lead customer-facing change programmes and support successful change adoption across services.
• Use customer feedback, insights, and performance data to drive measurable improvements.
• Champion a culture of continuous improvement, innovation, accountability, and customer focus.

What will I bring?

You're an influential people leader who is passionate about customer experience and motivated by making services easier, more accessible, and more effective.

• A relevant tertiary qualification.
• 7+ years' experience across customer experience, contact centres, channel management, customer advocacy, business improvement, or change management.
• Experience leading teams and specialist functions.
• Strong knowledge of complaints management, customer advocacy, and service recovery practices.
• Demonstrated change leadership experience and the ability to influence at all levels of an organisation.
• Strong analytical, problem-solving, and stakeholder engagement skills.
• A customer-first mindset and a passion for continuous improvement.
• An understanding of, or willingness to learn about, te ao Maaori, tikanga Maaori, and Te Tiriti o Waitangi.

Why join our team?

This is a unique opportunity to shape how customers experience Council services across one of New Zealand's fastest-growing districts. You'll have the chance to lead meaningful improvements, influence strategic decisions, and build the capability that enables exceptional customer outcomes.

At Waikato District Council, you'll join a supportive and collaborative organisation that values innovation, continuous improvement, and the contribution our people make to communities every day.

Ready to create better experiences for our customers and communities?

Additional Information

Salary circa $135K dependent on skills and experience.

Waikato District Council offers a range of benefits to employees:

• Enjoy free parking.
• Make work, work for you with flexible working options.
• Benefit from annual performance and remuneration reviews.
• Access subsidised health insurance.
• Celebrate with a day of birthday leave.
• Receive a work-life balance day every six months after your first year.
• Access confidential support through our Employee Assistance Programme.
• Take advantage of our employee wellbeing programme.
• Receive free health checks, training and education at our annual Work Safe Home Safe event.
• Save with Boost discounts and special offers from New Zealand retailers and service providers.

We will be reviewing applications as they are received and encourage early applications.

We have a strong safety culture and as part of this our preferred candidates will be required to undergo pre-employment medical assessment which includes alcohol and drug testing.

Applicants must have the legal right to work in New Zealand.