Customer Experience & Service Strategy Lead

New Plymouth District Council; New Plymouth; On-site; NZD 90,000 - 110,000; Full time

Job summary

Based in New Plymouth, Wai Hononga Water Services Limited is seeking an experienced Customer Services Lead to shape the customer strategy, service standards and operating model for a new public water services organisation.

The role reports to the Manager Partnerships & Performance and collaborates with NPDC and service providers to deliver customer-centred services and drive continuous improvement during establishment.

Qualifications

• Leadership across customer services in a complex organisation.
• Experience developing customer strategies and improving customer outcomes.
• Strong strategic, relationship management and communication skills.
• Experience working with service delivery arrangements, partnerships or shared services.
• Experience in local government, infrastructure, utilities or regulated environments; commercial experience is advantageous.

Responsibilities

• Lead customer strategy, service standards and customer operating model.
• Lead customer experience, engagement, insights and continuous service improvement.
• Oversee customer services and billing arrangements, including services delivered through NPDC.
• Establish customer performance measures and use customer insights to inform decisions.
• Build strong relationships across Wai Hononga, NPDC, customers, communities and stakeholders.

Skills

Leadership

Customer strategy

Relationship management

Influencing

Communication

Strategic thinking

Job description

Based in New Plymouth, Wai Hononga Water Services Limited is seeking an experienced Customer Services Lead to shape the customer strategy, service standards and operating model for a new public water services organisation.

The role reports to the Manager Partnerships & Performance and collaborates with NPDC and service providers to deliver customer-centred services and drive continuous improvement during establishment.