Senior CX & Service Design Lead – Ferry Renewal

Kiwi Rail; Wellington; On-site; NZD 150,000 - 190,000; Full time

Job summary

KiwiRail in Wellington seeks a senior leader to shape end-to-end customer experiences for the next generation Interislander and the Ferry Replacement Programme. You will stay hands-on with customers, operational teams, crew and the work while guiding a small specialist team.

Bring strong customer experience, service design thinking and the ability to translate insight into practical, connectable experiences across digital, terminal and frontline touchpoints.

Qualifications

• Proven experience in customer experience, service design or service transformation with measurable outcomes.
• Ability to translate customer insight into end-to-end journeys and operational requirements.
• Hands-on leader comfortable coaching a team while staying close to customer work.

Responsibilities

• Lead customer experience and service design for the future Interislander experience within the Ferry Replacement Programme.
• Design connected end-to-end journeys across digital, terminals, vessels and frontline touchpoints.
• Coach a small specialist team and engage with customers, crew and stakeholders to turn insight into action.
• Balance customer outcomes with commercial and operational feasibility within a complex programme.
• Influence senior stakeholders and ensure readiness criteria are met across the programme.

Skills

Customer experience

Service design

Strategy & transformation

Stakeholder engagement

People leadership

Job description

KiwiRail in Wellington seeks a senior leader to shape end-to-end customer experiences for the next generation Interislander and the Ferry Replacement Programme. You will stay hands-on with customers, operational teams, crew and the work while guiding a small specialist team.

Bring strong customer experience, service design thinking and the ability to translate insight into practical, connectable experiences across digital, terminal and frontline touchpoints.