Customer Transformation Lead

Tiaki Wai; Wellington; On-site; NZD 110,000 - 150,000; Full time

Benefits offered by this job

Flexible working

Wellbeing programme

Professional development

5 weeks annual leave

Job summary

Tiaki Wai is seeking a delivery leader to work with the Chief Customer Officer and senior leaders across the Customer Group, turning strategy into tangible results. You’ll provide coordination, governance, and delivery leadership to keep complex programmes moving forward and ensure outcomes for customers and communities.

You’ll drive integrated planning, portfolio reporting, and risk management, align priorities, and shape how we work in a transforming, customer-centred organisation committed to

Qualifications

• Ability to bring structure to complex and momentum to important work.
• Collaborative and highly organised with the ability to see both big picture and detail.
• Ability to build credibility quickly and influence diverse stakeholders.
• Motivated by purpose and delivering value to customers and communities.

Responsibilities

• Partner across the Customer Group to drive coordinated and connected delivery.
• Bring clarity to complexity by identifying dependencies, risks, opportunities, and delivery challenges early.
• Lead integrated planning, portfolio reporting, and governance activities that support confident decision-making.
• Provide delivery assurance, insights, and advice to senior leaders and key stakeholders.
• Help create the conditions for success by ensuring initiatives remain aligned to strategic outcomes.
• Contribute to the design and implementation of a customer-focused operating model.
• Champion a culture of collaboration, accountability, and continuous improvement.

Skills

Delivery leadership

Portfolio coordination

Stakeholder management

Governance and reporting

Strategic thinking

Job description

• Help shape a future-focused, customer-centred organisation
• Be at the centre of a high-profile transformation programme
• Fixed term until December 2027

The opportunity

Here is an opportunity to help lead one of the most significant organisational transformations in the region and play a pivotal role in creating a future-focused, customer-centred organisation that delivers lasting benefits for our communities.

In this role you'll work alongside the Chief Customer Officer and senior leaders across the Customer Group to bring strategy to life. You'll provide the coordination, visibility, governance, and delivery leadership that keeps complex programmes moving forward, aligns priorities, and ensures we deliver meaningful outcomes for customers.

You’ll be at the heart of the action, connecting people, programmes, and priorities while helping shape how we work, make decisions, and deliver for the future.

What You’ll Be Doing

• Partner across the Customer Group to drive coordinated and connected delivery.
• Bring clarity to complexity by identifying dependencies, risks, opportunities, and delivery challenges early.
• Lead integrated planning, portfolio reporting, and governance activities that support confident decision-making.
• Provide delivery assurance, insights, and advice to senior leaders and key stakeholders.
• Help create the conditions for success by ensuring initiatives remain aligned to strategic outcomes.
• Contribute to the design and implementation of a customer-focused operating model.
• Champion a culture of collaboration, accountability, and continuous improvement.

About You

You’ll be someone who enjoys bringing structure to complexity and momentum to important work.

You are naturally collaborative, highly organised, and able to see both the big picture and the detail. You know how to build credibility quickly, influence across a wide range of stakeholders, and create alignment in environments where priorities are evolving and change is constant.

Most importantly, you’re motivated by purpose. You enjoy working alongside others to solve complex challenges and create better outcomes for customers, communities, and colleagues.

Benefits

At Tiaki Wai, our purpose extends beyond delivering great water services for the region; we foster a thriving community, support a diverse workforce, and offer supportive development opportunities. We genuinely care about your safety and wellbeing.

Our Benefits Include

• Flexible working arrangements including up to 2 days working from home
• Comprehensive wellbeing programme, including one paid wellbeing day annually
• Formal and informal professional development opportunities
• 5 weeks annual leave accrual will be available following 2 years of continual service

About Us

Tiaki Wai is a council-owned organisation responsible for managing the delivery of drinking water, wastewater, and stormwater services across Hutt Valley, Porirua, and Wellington. We manage public-owned extensive water infrastructure and oversee the delivery of safe and reliable services for our communities. We focus on long-term investment, asset management, maintenance, and delivering major infrastructure projects that support public health, environmental protection, and regional growth. Water is a precious taonga. At Tiaki Wai, we put care into every drop and are guided by our values of Integrity, Care, and Leadership. We work directly with water consumers and in partnership with councils and mana whenua to deliver better water outcomes for current and future generations.

Applications close: Thursday 17 September

Applicants for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Tiaki Wai. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.