Head of customer experience

Head of customer experience
Wellington Water–Wellington, North Island
Full time
About 4 hours ago, from Institute of Data New Zealand
View or apply for job
Open in new tab

Leadership role focused on outcomes for water service provisions
Opportunity to further in-bed practices and customer engagement strategies
Petone based position, through to June 2026

Due to internal secondment Wellington Water have a fixed-term position until June 2026 for a Customer Experience leader with a strategic and analytical approach to supporting our customer needs.
The opportunity
If you are passionate about developing high performance teams and influencing the wider organisation to deliver great customer experiences, then this is the role for you. As our Head of Customer Experience, you will have the opportunity to continue to develop our customer support, job dispatch and triage, and service delivery support teams to deliver the Customer Experience function at Wellington Water.
This role will see you draw on your strategic expertise to formulate customer strategy, services, policies, procedures and training requirements that focus on continual improvement. Utilising strong relationship management you will work collaboratively with Service Delivery leaders and Regional Engineering teams for solution-based approaches to customer issues and council requirements.
About you

To be successful in this role you will bring the following:

Proven leadership and risk management skills
Demonstrated expertise in developing and implementing customer strategies
Strong coaching and mentoring skills