CX & Service Design Lead for Ferry Replacement Programme

KiwiRail; Wellington; Presencial; NZD 150 000 - 200 000; Tempo integral

Resumo da oferta

KiwiRail is seeking a senior customer experience leader based in Wellington to shape the future Interislander experience across digital, terminals, onboard and frontline touchpoints as part of the Ferry Replacement Programme.

You will lead a small specialist team, staying hands-on with customers, crews and frontline operations while influencing senior stakeholders and programme decisions.

Qualificações

• Strong experience in customer experience, service design and transformation.
• Ability to turn insights into end-to-end journeys and operational requirements.
• Hands-on leader with ability to coach a small team and work directly with customers and frontline staff.
• Excellent stakeholder engagement and collaboration across multiple functions.

Responsabilidades

• Leading customer experience and service design across Passenger business, with focus on shaping the future Interislander experience and Ferry Replacement Programme.
• Designing connected end-to-end customer journeys across digital, terminal, vessel and frontline experiences.
• Turning customer insight and approved propositions into action, through service blueprints, experience standards and operational requirements.
• Leading, coaching and developing a team of three, providing clear direction and priorities while staying hands-on.
• Working closely with customers, crew and frontline teams, listening, engaging early and shaping better solutions.
• Embedding accessibility and inclusive design across physical, digital and service experiences.
• Leading Passenger’s CX and service-readiness contribution to the Ferry Replacement Programme, including trials, testing and acceptance criteria.
• Identifying and maintaining visibility of CX gaps, dependencies, readiness risks and decisions, driving resolutions.
• Balancing customer outcomes with commercial priorities, cost, milestones and operational feasibility.

Conhecimentos

CX leadership

Service design

Stakeholder engagement

People leadership

Cross-functional

Descrição da oferta de emprego

KiwiRail is seeking a senior customer experience leader based in Wellington to shape the future Interislander experience across digital, terminals, onboard and frontline touchpoints as part of the Ferry Replacement Programme.

You will lead a small specialist team, staying hands-on with customers, crews and frontline operations while influencing senior stakeholders and programme decisions.