Customer Experience & Strategy Lead - Water Services

Taituarā; New Plymouth; Hybrid; NZD 105,000 - 165,000; Full time

Job summary

Wai Hononga Water Services Limited, based in New Plymouth, is establishing a new public water services organisation. We seek a Customer Services Lead to shape the customer strategy, service standards and operating model, guiding engagement and service delivery for the New Plymouth region.

You will oversee customer experience, billing services and customer insights while collaborating with NPDC and other service providers to build Wai Hononga's future capabilities.

Qualifications

• Experience leading customer services, customer experience or service delivery in a complex organisation.
• Ability to develop customer strategies, service standards and improve customer outcomes.
• Strong strategic thinking, relationship management, influencing and communication skills.
• Experience working with service delivery arrangements, partnerships or shared services.
• Background in local government, infrastructure, utilities, regulated environments or organisational change is advantageous.

Responsibilities

• Lead Wai Hononga's customer strategy, service standards and customer operating model.
• Lead customer experience, engagement, insights and continuous service improvement.
• Provide strategic oversight of customer services and billing arrangements, including NPDC-delivered services.
• Establish customer performance measures and use insights to inform service and investment decisions.
• Build strong relationships across Wai Hononga, NPDC, customers and communities.

Job description

Wai Hononga Water Services Limited, based in New Plymouth, is establishing a new public water services organisation. We seek a Customer Services Lead to shape the customer strategy, service standards and operating model, guiding engagement and service delivery for the New Plymouth region.

You will oversee customer experience, billing services and customer insights while collaborating with NPDC and other service providers to build Wai Hononga's future capabilities.