Senior Customer Experience Optimisation Lead

Join our team; Ngaruawahia; Remote; NZD 122.000 - 149.000; Vollzeit

Benefits dieser Stelle

Free parking

Flexible working options

Annual performance & remuneration rev

Subsidised health insurance

Birthday leave

Work-life balance day every six months

Employee Assistance Programme

Wellbeing programme

Free health checks

Boost discounts

Zusammenfassung

Waikato District Council is seeking a Customer Experience Optimisation Manager to lead a cross-functional team focused on customer advocacy, capability development, performance, and continuous improvement. You will drive improvements across channels, adopt new technologies, and ensure the voice of the customer shapes services.

The role reports to the Head of Performance & Capability and aims to deliver better outcomes for communities through a customer-centred approach and strong leadership.

Qualifikationen

• 7+ years' experience across customer experience, contact centres, channel management, customer advocacy, business improvement, or change management.
• Experience leading teams and specialist functions.
• Strong knowledge of complaints management, customer advocacy, and service recovery practices.
• Demonstrated change leadership experience and the ability to influence at all levels of an organisation.
• Strong analytical, problem-solving, and stakeholder engagement skills.
• A customer-first mindset and a passion for continuous improvement.
• An understanding of, or willingness to learn about, te ao Maaori, tikanga Maaori, and Te Tiriti o Waitangi.

Aufgaben

• Lead channel optimisation across phone, digital, assisted, and self-service channels to create seamless customer experiences.
• Drive customer-facing technology improvements and support digital adoption initiatives.
• Own and continuously improve Council's customer complaints framework, advocacy processes, and service recovery approach.
• Lead customer advocacy, capability, performance, and assurance specialists as one connected improvement function.
• Build workforce capability and readiness through learning, development, and knowledge management initiatives.
• Lead customer-facing change programmes and support successful change adoption across services.
• Use customer feedback, insights, and performance data to drive measurable improvements.
• Champion a culture of continuous improvement, innovation, accountability, and customer focus.

Kenntnisse

Leadership

Customer experience

Change management

Stakeholder engagement

Analytical skills

Problem solving

Continuous improvement

Māori knowledge

Ausbildung

Tertiary qualification

Jobbeschreibung

Waikato District Council is seeking a Customer Experience Optimisation Manager to lead a cross-functional team focused on customer advocacy, capability development, performance, and continuous improvement. You will drive improvements across channels, adopt new technologies, and ensure the voice of the customer shapes services.

The role reports to the Head of Performance & Capability and aims to deliver better outcomes for communities through a customer-centred approach and strong leadership.