Head of Customer Experience & Strategy

Livestock Improvement Corporation; Hamilton; Hybrid; NZD 180,000 - 280,000; Full time

Benefits offered by this job

Extra leave days

Flexible working options

Discounted health, life, income and DI

Employee shares scheme

Wellbeing discounts

Free onsite parking

Employee assistance programme

Job summary

Livestock Improvement Corporation in New Zealand is seeking a Head of Customer to lead the end-to-end customer experience across NZ Markets, aligning CX with sales, product, and service delivery. You will shape and execute a strategic CX agenda, establish OKRs, and drive continuous improvement through robust Voice of Customer insights.

You will lead a team of ~65 and collaborate with the NZ Markets leadership to deliver measurable improvements in customer outcomes and brand experience, while

Qualifications

• Proven success in customer strategy, and marketing and communications leadership role.
• Experience leading cross-functional teams and driving enterprise-wide initiatives.
• Strong track record of delivering measurable improvements in customer experience (e.g., NPS, service outcomes).
• Demonstrated ability to influence at senior leadership level and drive organisational alignment.
• Experience in contact centre leadership and/or customer operations environments (preferred).
• Relevant tertiary qualification or equivalent experience.

Responsibilities

• Lead end-to-end customer experience across NZ Markets and partner with LIC teams.
• Align customer experience with sales, product, and service delivery for a seamless journey.
• Define and deliver a clear customer experience strategy aligned to LIC priorities.
• Establish and track OKRs, using data and insights to drive improvement.
• Embed robust feedback mechanisms and translate insights into improvements.
• Coach and develop a high-performing team focused on delivering outcomes.

Skills

Senior Leadership & Influence

Strategic Thinking & Execution

Stakeholder Engagement

Data-Driven Decision Making

Customer Centricity

Communication Excellence

Change Leadership

Continuous Improvement Mindset

Strategic Leadership

Team Leadership

Education

Tertiary qualification

Tools

CRM systems

Job description

Livestock Improvement Corporation in New Zealand is seeking a Head of Customer to lead the end-to-end customer experience across NZ Markets, aligning CX with sales, product, and service delivery. You will shape and execute a strategic CX agenda, establish OKRs, and drive continuous improvement through robust Voice of Customer insights.

You will lead a team of ~65 and collaborate with the NZ Markets leadership to deliver measurable improvements in customer outcomes and brand experience, while