Head of Customer Experience & Insights - Remote-Ready

Tiaki Wai; Lower Hutt; Hybrid; NZD 90,000 - 150,000; Full time

Benefits offered by this job

Flexible working (up to 2 days WFH)

Wellbeing programme with a paid day

Professional development opportunities

5 weeks annual leave after 2 years

Job summary

Tiaki Wai is building a customer-centric organisation focused on insights, experience and service design. You will lead across strategy, customer insights, service design and organisational change, translating research into design and measurable improvements.

The role includes ongoing oversight of a Customer Reference Group and shaping a future-facing CX model. You will influence senior stakeholders, work across the organisation, and partner with leadership to place customer and community at the

Qualifications

• Senior-level experience in customer experience, service design, customer insights or customer strategy.
• 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.
• 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 communities.

Responsibilities

• Lead customer experience strategy, service design and insights across the organisation.
• Work with the Chief Customer Officer to build capability and translate insight into action.
• Oversee customer journey, research, segmentation and voice-of-customer activities.
• Influence strategic investment decisions using customer data and ensure cross-functional alignment.
• Build and lead multidisciplinary teams and foster accessibility and inclusion.

Skills

CX leadership

Service design

Customer insights

Voice of customer

Stakeholder influence

Team leadership

Accessibility & inclusion

Customer journey mapping

Job description

Tiaki Wai is building a customer-centric organisation focused on insights, experience and service design. You will lead across strategy, customer insights, service design and organisational change, translating research into design and measurable improvements.

The role includes ongoing oversight of a Customer Reference Group and shaping a future-facing CX model. You will influence senior stakeholders, work across the organisation, and partner with leadership to place customer and community at the