Customer Billing Establishment Lead
Help build a customer billing service from the ground up.
Shape a brand-new billing capability
Lead customer-focused transformation delivery
Fixed term - 2 years
The opportunity
This is a rare opportunity to help shape a brand-new capability that will support customers and communities across the Wellington region for years to come.
As Customer Billing Establishment Lead, you'll play a pivotal role in creating Tiaki Wai's future billing service. Working closely with the Head of Customer Billing Services, you'll help design the operating model, processes, systems, and ways of working that will underpin a modern, customer-focused billing experience.
At the centre of one of the organisation's most significant transformation programmes, you'll bring together people, processes, technology, and customer needs to ensure we're ready to successfully launch and operate our end-to-end billing function.
From shaping future-state solutions through to preparing for the implementation of the Kraken platform, you'll help turn vision into reality while making sure our customers remain at the heart of every decision.
What you'll be doing:
In this highly collaborative role, you'll help lay the foundations for a successful and sustainable billing service by:
Designing and supporting the implementation of Tiaki Wai's future billing operating model.
Translating business and customer needs into practical solutions and business requirements.
Supporting migration and transition activities to ensure a smooth move to new systems and ways of working.
Leading testing, business readiness, and operational preparedness activities.
Designing and improving end-to-end billing-to-cash processes and customer journeys.
Identifying and managing risks, issues, dependencies, and delivery challenges.
Working across business, customer, and technology teams to align priorities and drive progress.
Supporting change initiatives and helping stakeholders successfully navigate transformation.
About you
You're someone who thrives on building, improving, and bringing clarity to complexity.
You enjoy taking big ideas and turning them into practical outcomes, and you're energised by the challenge of bringing people together to deliver meaningful change. You're comfortable working in environments where not everything is fully defined, and you know how to create momentum, build trust, and keep people focused on achieving shared goals.
You bring strong delivery skills but also understand the importance of customer outcomes, stakeholder engagement, and creating solutions that work in the real world.
You'll bring:
Proven programme, project, or transformation delivery experience.
Experience working with billing, CRM, customer, or enterprise system implementations.
Strong understanding of migration, testing, and operational readiness activities.
Experience working across multiple stakeholders, teams, and delivery partners.
Strong risk, dependency, and issue management capability.
Excellent communication skills and the ability to influence and build trusted relationships.
A collaborative, solutions-focused mindset and a passion for continuous improvement.
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
- 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.
