Head of Customer Experience and Insights
How often do you get the opportunity to help design the customer experience of a new organisation from the ground up?
Shape customer experience from the ground up
Build a customer-first organisational capability
Based in Petone
This is a full time position of 40 hours per week
The opportunity
Tiaki Wai is building something new. Our ambition is not simply to establish the systems and services needed to deliver water services, but to create an organisation that is genuinely centred on the customers and communities it exists to serve.
That means putting customer insight, experience and service design at the heart of how we develop services, make investment decisions and measure success. You’ll work with the Chief Customer Officer to lead that work.
Bringing together customer experience strategy, service design, research, insights, segmentation and voice of customer, you’ll build the capability that helps Tiaki Wai understand its customers and translate that understanding into action.
You’ll work across the organisation to ensure the customer and community perspective informs everything from service design and digital experiences to operational improvements and strategic investment. A key priority for this role will be ongoing oversight of a Customer Reference Group, planned to be established from early 2027.
This is an opportunity to do more than inherit an existing CX model. You’ll help create the model, build the capability and establish the disciplines that will influence how Tiaki Wai works for years to come.
About you
We’re looking for a proven customer experience leader who has the breadth to operate across strategy, customer insights, service design and organisational change.
You know how to move from research to insight, from insight to design, and from design to meaningful organisational change.
You’ll bring:
Senior-level experience in customer experience, service design, customer insights or customer strategy.
A track record of establishing, transforming or maturing customer-focused capabilities.
Deep expertise in customer research, insight, segmentation and voice-of-customer approaches.
Strong service design and customer journey capability, with experience redesigning services around customer needs.
Experience integrating customer, digital and operational data to identify opportunities and influence decisions.
The ability to influence senior stakeholders and create alignment across complex organisations.
Experience building and leading multidisciplinary teams.
A strong commitment to accessibility, inclusion and understanding the needs of diverse communities.
Rather than fitting customer experience into an established organisation, you’ll help establish an organisation with customer and community at its core.
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: Wednesday, 18 November
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: james.brodey@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
- Location
- 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.
