Head of Customer Experience and Insights

New Zealand Government; Wellington; Hybrid; NZD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible working (up to 2 days from 홈)

Wellbeing programme incl. one paid day

Five weeks annual leave after two yrs

Professional development opportunities

Job summary

New Zealand Government seeks a senior leader to drive customer experience across strategy, insights and service design. You will work with the Chief Customer Officer to build a 고객-centric organisation and translate research into design and operational improvements.

The role focuses on creating a lasting customer-centric capability, partnering across divisions, and guiding investment decisions with customer insights at the core. Flexible working and growth opportunities are offered.

Qualifications

• Senior-level experience in customer experience, service design or customer strategy.
• Track record of establishing or maturing customer-focused capabilities.
• Strong ability to influence senior stakeholders across complex organisations.

Responsibilities

• Lead customer experience strategy, service design and customer insights.
• Oversee the Customer Reference Group planned from 2027.
• Translate customer understanding into action across design, digital and operations.

Skills

Customer experience leadership

Stakeholder management

Service design

Research to insight

Cross-functional collaboration

Job description

This is a full-time position of 40 hours per week.The opportunityTiaki 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 youWe'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 strategyA track record of establishing, transforming or maturing customer-focused capabilitiesDeep expertise in customer research, insight, segmentation and voice-of-customer approachesStrong service design and customer journey capability, with experience redesigning services around customer needsExperience integrating customer, digital and operational data to identify opportunities and influence decisionsThe ability to influence senior stakeholders and create alignment across complex organisationsExperience building and leading multidisciplinary teamsA 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.BenefitsAt 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 homeComprehensive wellbeing programme, including one paid wellbeing day annuallyFormal and informal professional development opportunitiesFive weeks annual leave accrual will be available following two years of continual serviceFor a full list of our employee benefits click here.About usTiaki 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.