Head of Customer Experience

Join our team; Ngaruawahia; Remote; NZD 153,000 - 187,000; Full time

Benefits offered by this job

Free parking

Flexible working options

Annual performance and remuneration >

Subsidised health insurance

Birthday leave

Work–life balance day every six months

Employee Assistance Programme

Wellbeing programme

Free health checks, training and教育 at年

Boost discounts and special offers

Job summary

Waikato District Council is seeking a Head of Customer Experience to lead a major customer-facing function and shape how we serve communities now and into the future. This role reports to the GM Customer & Community and will drive a People-First, Digitally Enabled approach across physical, digital, and assisted channels.

You will lead customer service, library and district relationship leaders, delivering accessible, seamless and customer-centred services while ensuring the organisation remains

Qualifications

• Extensive senior leadership experience in customer service, operations, or community services.
• Experience leading large, geographically dispersed teams and multi-site service delivery.
• Strong track record of customer experience improvement and service transformation.
• Exceptional stakeholder engagement, relationship management and influencing skills.
• Strong political awareness and the ability to navigate complex environments.
• Experience leading significant organisational change initiatives.
• The ability to inspire, develop and empower teams to achieve outstanding results.
• A commitment to community-focused service delivery and continuous improvement.

Responsibilities

• Lead customer experience excellence across the district.
• Strengthen community connections and local presence.
• Drive service transformation and organisational change.
• Develop and embed Council's localism operating model.
• Preparing customer and community services for future operating environments, including amalgamation readiness.
• Build a high-performing, customer-centred culture that delivers on our Customer Promise every day.

Skills

Senior leadership

Customer service leadership

Stakeholder engagement

Change management

Strategic thinking

Operational excellence

People management

Community focus

Job description

This is a rare opportunity to lead a significant customer-facing function while influencing how Council shows up in communities today and into the future.

We're reimagining how local government connects with communities, delivers services, and creates positive experiences for the people who live, work, and invest across our district. As we prepare for a changing future and help shape the next generation of local government service delivery, we're seeking an exceptional leader to join us as our Head of Customer Experience.

The opportunity

Reporting to the GM Customer & Community, you will provide strategic and operational leadership across Council's customer service network, libraries, community hubs, and place-based relationship functions. You'll champion a "People-First, Digitally Enabled" approach that delivers accessible, seamless and customer-centred services across physical, digital and assisted channels.

What will I do?

Leading through a team of customer service, library and district relationship leaders, you'll ensure our communities experience Council as one connected organisation that is responsive, visible and locally engaged. This role is about much more than service delivery.

You'll be instrumental in:

• Leading customer experience excellence across the district
• Strengthening community connections and local presence
• Driving service transformation and organisational change
• Developing and embedding Council's localism operating model
• Preparing customer and community services for future operating environments, including amalgamation readiness
• Building a high-performing, customer-centred culture that delivers on our Customer Promise every day.

What will I bring?

We're looking for a proven senior leader who combines strategic thinking with operational excellence and a genuine passion for delivering exceptional customer and community outcomes.

• Extensive senior leadership experience in customer service, operations, community services or a related field
• Experience leading large, geographically dispersed teams and multi-site service delivery environments
• A strong track record of customer experience improvement and service transformation
• Exceptional stakeholder engagement, relationship management and influencing skills
• Strong political awareness and the ability to navigate complex environments
• Experience leading significant organisational change initiatives
• The ability to inspire, develop and empower teams to achieve outstanding results
• A commitment to community-focused service delivery and continuous improvement

Why join our team?

This is an opportunity to play a pivotal leadership role at a time of significant evolution and opportunity.

At Waikato District Council, you'll help shape how public services are delivered across one of New Zealand's fastest-growing districts while making a genuine difference to communities every day. You'll work alongside passionate people who are committed to building Liveable, Thriving and Connected Communities and creating positive outcomes for current and future generations.

If you're ready to lead transformation, build trusted community relationships, and create customer experiences that set the standard for local government, we'd love to hear from you.

Additional Information

Salary circa $170K dependent on skills and experience.

Waikato District Council offers a range of benefits to employees:

• Enjoy free parking.
• Make work, work for you with flexible working options.
• Benefit from annual performance and remuneration reviews.
• Access subsidised health insurance.
• Celebrate with a day of birthday leave.
• Receive a work–life balance day every six months after your first year.
• Access confidential support through our Employee Assistance Programme.
• Take advantage of our employee wellbeing programme.
• Receive free health checks, training and education at our annual Work Safe Home Safe event.
• Save with Boost discounts and special offers from New Zealand retailers and service providers.

We have a strong safety culture and as part of this our preferred candidates will be required to undergo pre-employment medical assessment which includes alcohol and drug testing.