Head of Customer Experience and Insights

Marketplace; Wellington; Hybrid; NZD 130,000 - 170,000; Full time

Benefits offered by this job

Flexible working (WFH 2 days)

Wellbeing programme

Professional development

Five weeks annual leave after two yrs

Job summary

Tiaki Wai in Wellington is seeking a Head of Customer Experience and Insights to lead customer-centric strategy across insights, service design and experience. You will partner with the Chief Customer Officer to build capabilities, translate data into action and shape investments.

You will drive research, segmentation and voice of the customer, oversee a Customer Reference Group from 2027, and influence decisions across complex teams while ensuring accessibility and inclusion for diverse

Qualifications

• Senior-level leadership across CX strategy, insights, and service design.
• Proven track record transforming customer-focused capabilities.
• Expertise in research, segmentation, and voice-of-customer approaches.

Responsibilities

• Lead customer experience strategy, service design and insights with cross-functional impact.
• Oversee the evolution of customer-centric capabilities and governance.
• Influence investment decisions through translating insights into action.
• Collaborate with senior stakeholders to align across complex organisations.
• Oversee Customer Reference Group planning and community-focused initiatives.

Skills

Senior leadership

Customer experience

Service design

Customer insights

Stakeholder management

Team leadership

Job description

# Head of Customer Experience and Insights at Tiaki Wai, Wellington - Wairarapa## Mō tēnei tūranga mahi | About this roleThis is a full-time position of 40 hours per week.**The opportunity**Tiaki Wai is building something new. Our ambition is not simply to establish the systems and services needed to deliver water services, but to create an organisation that is genuinely centred on the customers and communities it exists to serve.That means putting customer insight, experience and service design at the heart of how we develop services, make investment decisions and measure success. You'll work with the Chief Customer Officer to lead that work.Bringing together customer experience strategy, service design, research, insights, segmentation and voice of customer, you'll build the capability that helps Tiaki Wai understand its customers and translate that understanding into action.You'll work across the organisation to ensure the customer and community perspective informs everything from service design and digital experiences to operational improvements and strategic investment. A key priority for this role will be ongoing oversight of a Customer Reference Group, planned to be established from early 2027.This is an opportunity to do more than inherit an existing CX model. You'll help create the model, build the capability and establish the disciplines that will influence how Tiaki Wai works for years to come.**About you**We're looking for a proven customer experience leader who has the breadth to operate across strategy, customer insights, service design and organisational change.You know how to move from research to insight, from insight to design, and from design to meaningful organisational change.**You'll bring:*** Senior-level experience in customer experience, service design, customer insights or customer strategy* A track record of establishing, transforming or maturing customer-focused capabilities* Deep expertise in customer research, insight, segmentation and voice-of-customer approaches* Strong service design and customer journey capability, with experience redesigning services around customer needs* Experience integrating customer, digital and operational data to identify opportunities and influence decisions* The ability to influence senior stakeholders and create alignment across complex organisations* Experience building and leading multidisciplinary teams* A strong commitment to accessibility, inclusion and understanding the needs of diverse communitiesRather than fitting customer experience into an established organisation, you'll help establish an organisation with customer and community at its core.**Benefits**At Tiaki Wai, our purpose extends beyond delivering great water services for the region, we foster a thriving community, support a diverse workforce, and offer supportive development opportunities. We genuinely care about your safety and wellbeing.**Our benefits include:*** Flexible working arrangements including up to two days working from home* Comprehensive wellbeing programme, including one paid wellbeing day annually* Formal and informal professional development opportunities* Five weeks annual leave accrual will be available following two years of continual serviceFor a full list of our employee benefits click here.**About us**Tiaki Wai is a council-owned organisation responsible for managing the delivery of drinking water, wastewater, and stormwater services across Hutt Valley, Porirua, and Wellington.We manage public-owned extensive water infrastructure and oversee the delivery of safe and reliable services for our communities. We focus on long-term investment, asset management, maintenance, and delivering major infrastructure projects that support public health, environmental protection, and regional growth.Water is a precious taonga. At Tiaki Wai, we put care into every drop and are guided by our values of Integrity, Care, and Leadership. We work directly with water consumers and in partnership with councils and mana whenua to deliver better water outcomes for current and future generations.**Applications close on Wednesday, 18 November 2026.**To view a copy of the position description: click hereTo apply for the role, click on the 'apply' button or visit the Tiaki Wai Careers site, if you are a Tiaki Wai employee please apply using your work email.For further information, email: [e-mail] for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Tiaki Wai. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.## Ngā taipitopito tūranga mahi | Job details| | || --- | --- || Employer: | Tiaki Wai || Location: | Wellington - Wairarapa || Position type: | Ongoing - Full Time || Category: | Customer services || Date listed: | 03-Nov-2026 || Salary range: | N/A || Closing date: | 18-Nov-2026 || Reference: | NZ/WGWA01401 || Attachment: | No File Attached || File links: | || Website: | https://careers.tiakiwai.co.nz/ |