Head of Customer Experience & Community Transformation

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

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