CX & Insights Transformation Leader

Tiaki Wai; Wellington; Hybrid; NZD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible working up to 2 days WFH

Wellbeing programme with a paid day

Professional development opportunities

5 weeks annual leave after 2 years

Job summary

Tiaki Wai is building a customer-centered organisation in the Wellington region. We are seeking a proven customer experience leader who can drive strategy, insights and service design across the organisation, translating customer understanding into real actions.

You will work with the Chief Customer Officer to shape the customer experience model, build capability and oversee governance, including a Customer Reference Group planned from early 2027.

Qualifications

• Senior-level experience in CX, service design, insights or strategy.
• Proven track record in establishing or maturing customer-focused capabilities.
• Expertise in customer research, segmentation and VOC approaches.
• Strong service design and journey mapping capabilities.
• Experience influencing senior stakeholders across complex organisations.
• Experience leading multidisciplinary teams.
• Commitment to accessibility, inclusion and diverse communities.

Responsibilities

• Lead CX strategy, service design, insights and governance with CCO.
• Develop and mature customer-focused capabilities across the org.
• Oversee Customer Reference Group from 2027.
• Translate insights into actionable service improvements and investments.

Skills

Senior CX leader

Customer insights

Service design

Customer journey mapping

Stakeholder influence

Team leadership

Accessibility & inclusion

Job description

Tiaki Wai is building a customer-centered organisation in the Wellington region. We are seeking a proven customer experience leader who can drive strategy, insights and service design across the organisation, translating customer understanding into real actions.

You will work with the Chief Customer Officer to shape the customer experience model, build capability and oversee governance, including a Customer Reference Group planned from early 2027.