CX & Service Design Leader for Next-Gen Ferry Experience

KiwiRail Freight; Wellington; Sur place; NZD 140 000 - 180 000; Plein temps

Résumé du poste

KiwiRail Freight is seeking a Senior leader in Customer Experience and Service Design to shape the next Interislander experience. You will influence digital, terminal, onboard and frontline touchpoints while leading a small specialist team and staying closely involved with customers and operational crews.

You will drive customer insights into practical changes, ensuring accessibility, inclusivity and execution readiness across the Ferry Replacement Programme and broader Passenger services.

Qualifications

• Proven ability to design end-to-end customer journeys.
• Experience leading CX/SD work across multiple touchpoints.
• Strong people leadership and team coaching.

Responsabilités

• Lead customer experience and service design for the Interislander and Ferry Replacement programmes.
• Design connected end-to-end journeys across digital, terminals, vessels and frontline teams.
• Translate insights into practical blueprints, standards and requirements.
• Coach and develop a small specialist team while remaining hands-on with customers and crews.
• Engage with customers, crew and stakeholders early to shape solutions.
• Drive readiness and acceptance criteria for new services and experiences.

Connaissances

Customer experience

Service design

Leadership

Stakeholder management

Description du poste

KiwiRail Freight is seeking a Senior leader in Customer Experience and Service Design to shape the next Interislander experience. You will influence digital, terminal, onboard and frontline touchpoints while leading a small specialist team and staying closely involved with customers and operational crews.

You will drive customer insights into practical changes, ensuring accessibility, inclusivity and execution readiness across the Ferry Replacement Programme and broader Passenger services.