Customer Experience Transition Manager

Lead major transformation programmeShape future customer modelBased in PetoneThis is a full-time position of 40 hours per week.
This is a fixed term position until December ****.The opportunityThis is a unique opportunity to play a pivotal role in establishing a newly formed Customer Group within at a time of significant transformation.
The role requires someone who is comfortable operating in a complex and ambiguous environment, able to drive change while building a highly effective and efficient customer function from the ground up.With a high level of public scrutiny, the customer experience and how it is perceived will be critical.
This role will be central to shaping that experience, ensuring strong foundations, consistent service delivery, and trusted engagement with the community.In this role you will:Lead the transition to a future-state, customer-centric operating modelEstablish and embed the Customer Group function and ways of workingEnsure continuity of service and a positive customer experience through transformationProvide CRM business leadership, shaping capability to support customer outcomesAlign customer journeys, processes, and systems to the new operating modelWork closely with internal teams and councils to transition services in-houseDrive change, readiness, and adoption across people, processes, and technologyAbout youYou're a transformation leader who brings people together, creates clarity through change, and keeps customer outcomes at the centre.Proven experience leading organisational change and operating model transitions.Experience representing the business in CRM or enterprise platform delivery.Strong capability in process design, service alignment, and customer journey improvement.Skilled at building relationships, influencing stakeholders, and driving alignment.Strong understanding of customer operations and customer experience principles.Sound commercial and strategic judgement, with strong analytical capability.A collaborative, adaptable approach, with the ability to support others through change.BenefitsAt Wellington Water, 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 homeComprehensive wellbeing programme, including one paid wellbeing day annuallyFormal and informal professional development opportunitiesFor a full list of our employee benefits click here.About usWellington Water Ltd is the professional water services provider across Greater Wellington and South Wairarapa.
Our job is to provide safe and healthy drinking water, collect and treat wastewater, and ensure the stormwater network is well managed.
We're a multi-council owned entity, tasked to manage and deliver water services to our communities.
From 1 July ****, a new chapter in water services begins.
Tiaki Wai will take over responsibility for providing Three Waters Services to approximately 433,000 residents across the Wellington metro regions.Tiaki Wai will own the water assets it operates giving it greater independence to manage and improve water services for current and future communities, Wellington Water employees will transition into this new council-owned entity.The value of water (a precious taonga) sits at our organisational heart.
Our people are passionate about providing water services for our communities and environment which is reflective in our values; Tangata Tiaki, Whānau and Mana.Applications close: Sunday, 7 JuneHow to applyTo view a copy of the position description: click here.To apply for the role, click on the "apply" button or visit the Wellington Water Careers site, please note if you are a Wellington Water employee please apply using your work email.For further information, email: ****** for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Wellington Water.
You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.
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