Customer Transformation Lead
Shape the future of customer experience across the Wellington region.
Help shape a future-focused, customer-centred organisation
Be at the centre of a high-profile transformation programme
Fixed term until December 2027
The opportunity
Here is an opportunity to help lead one of the most significant organisational transformations in the region and play a pivotal role in creating a future-focused, customer-centred organisation that delivers lasting benefits for our communities.
In this role you'll work alongside the Chief Customer Officer and senior leaders across the Customer Group to bring strategy to life. You'll provide the coordination, visibility, governance, and delivery leadership that keeps complex programmes moving forward, aligns priorities, and ensures we deliver meaningful outcomes for customers.
You'll be at the heart of the action, connecting people, programmes, and priorities while helping shape how we work, make decisions, and deliver for the future.
What you'll be doing:
Partner across the Customer Group to drive coordinated and connected delivery.
Bring clarity to complexity by identifying dependencies, risks, opportunities, and delivery challenges early.
Lead integrated planning, portfolio reporting, and governance activities that support confident decision-making.
Provide delivery assurance, insights, and advice to senior leaders and key stakeholders.
Help create the conditions for success by ensuring initiatives remain aligned to strategic outcomes.
Contribute to the design and implementation of a customer-focused operating model.
Champion a culture of collaboration, accountability, and continuous improvement.
About you
You'll be someone who enjoys bringing structure to complexity and momentum to important work.
You are naturally collaborative, highly organised, and able to see both the big picture and the detail. You know how to build credibility quickly, influence across a wide range of stakeholders, and create alignment in environments where priorities are evolving and change is constant.
Most importantly, you're motivated by purpose. You enjoy working alongside others to solve complex challenges and create better outcomes for customers, communities, and colleagues.
Benefits
At Tiaki Wai, our purpose extends beyond delivering great water services for the region; we foster a thriving community, support a diverse workforce, and offer supportive development opportunities. We genuinely care about your safety and wellbeing.
Our benefits include:
Flexible working arrangements including up to 2 days working from home
Comprehensive wellbeing programme, including one paid wellbeing day annually
Formal and informal professional development opportunities
5 weeks annual leave accrual will be available following 2 years of continual service
For a full list of our employee benefits click here.
About us
Tiaki Wai is a council-owned organisation responsible for managing the delivery of drinking water, wastewater, and stormwater services across Hutt Valley, Porirua, and Wellington.
We manage public-owned extensive water infrastructure and oversee the delivery of safe and reliable services for our communities. We focus on long-term investment, asset management, maintenance, and delivering major infrastructure projects that support public health, environmental protection, and regional growth.
Water is a precious taonga. At Tiaki Wai, we put care into every drop and are guided by our values of Integrity, Care, and Leadership. We work directly with water consumers and in partnership with councils and mana whenua to deliver better water outcomes for current and future generations.
Applications close: Thursday 17 September
How to apply
To view a copy of the position description: click here
To apply for the role, click on the ‘apply’ button or visit the Tiaki Wai Careers site, if you are a Tiaki Wai employee please apply using your work email.
For further information, email: JoinUs@tiakiwai.co.nz
Applicants for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Tiaki Wai. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.
- Department
- Customer
- Role
- Customer Care
- Locations
- Petone Office
Petone Office
Staff benefits
1. Inclusive Culture: It is important to us that people love our culture. We embrace a workplace where diversity is celebrated, and inclusivity is at our core. Our team is united by passion, dedication, and a shared care for water and our community.
2. Safety and Support: We provide an Employee Assistance Scheme for crucial personal support, along with wellbeing and lifestyle education delivered through our Wellbe Team, ensuring you feel supported in and out of the workplace.
3. Health is Wealth: We prioritise your health with an annual voluntary health "warrant of fitness," immunisations, and flu vaccinations. Moreover, enjoy annual subsidised vision testing and contributions toward glasses to ensure clear vision.
4. Work-Life Balance: Where possible there is access to flexible work practices. And take advantage of our annual leave, reaching five weeks after three years of service, and 10 days sick leave from starting with us. In addition, take one paid day a year for your personal Wellbeing. We also offer parental leave and partner entitlements to support you during significant life moments.
5. Comprehensive Benefits: We have partnered with providers for discounted Southern Cross medical insurance, periodic vision and hearing tests, and eyewear subsidies. You can also access discounts at a range of retailers via Boost. Gain access to top-notch gear, machinery, PPE, and tools, fostering a safe work environment if you are “on the tools”. We also offer a staff referral bonus paid when a person is recruited for a senior front line position, and we may offer relocation support if you need to move into the district to work here.
6. Professional Growth: Grow your skills with a range of development opportunities. Boosting your personal and work career.
7. Community Connection: You can take one paid day a year to participate in voluntary work on a water-related activity. And maybe join our active Waiata group and be part of a community that works together, sings, and thrives together.
