CX Optimisation & Advocacy Lead

Taituarā; Waikato; Remote; NZD 122,000 - 149,000; Full time

Benefits offered by this job

Free parking

Flexible working

Performance reviews

Health insurance discount

Birthday leave

Balance day

EAP

Wellbeing programme

Health checks

Discounts

Job summary

Waikato District Council is seeking an experienced Customer Experience Optimisation Manager to lead a journey toward seamless, customer-centred experiences across every channel. You will lead a team focused on customer advocacy, capability, performance, and continuous improvement, using insights and innovation to drive meaningful change for our communities.

Reporting to the Head of Performance & Capability, you will ensure the voice of the customer is reflected in how services are designed,

Qualifications

• 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.

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.

Job description

Waikato District Council is seeking an experienced Customer Experience Optimisation Manager to lead a journey toward seamless, customer-centred experiences across every channel. You will lead a team focused on customer advocacy, capability, performance, and continuous improvement, using insights and innovation to drive meaningful change for our communities.

Reporting to the Head of Performance & Capability, you will ensure the voice of the customer is reflected in how services are designed,