Head of Enterprise Customer Relations & Insights

NZ Transport Agency Waka Kotahi; Wellington; On-site; NZD 120,000 - 180,000; Full time

Job summary

NZ Transport Agency Waka Kotahi is seeking a Manager Customer Relations to provide enterprise-level leadership of the complaints management approach, shaping and implementing a coordinated and centralised model across the organisation. You will set strategic direction, strengthen governance, and work with senior leaders to embed consistent, transparent, and customer-centred complaint practices.

Drawing on deep insight and analysis, you will unify complaint data, customer feedback, and risk

Responsibilities

• Lead NZTA's Customer Relations (Complaints) function, setting strategic direction, leading people and performance, and ensuring the delivery of high-quality complaint management and resolution services.
• Drive the development and implementation of a coordinated and increasingly centralised

Job description

NZ Transport Agency Waka Kotahi is seeking a Manager Customer Relations to provide enterprise-level leadership of the complaints management approach, shaping and implementing a coordinated and centralised model across the organisation. You will set strategic direction, strengthen governance, and work with senior leaders to embed consistent, transparent, and customer-centred complaint practices.

Drawing on deep insight and analysis, you will unify complaint data, customer feedback, and risk