Customer Experience Transition Manager at Wellington Water

Lower Hutt, Wellington, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

20 Aug, 26

Salary

0.0

Posted On

22 May, 26

Experience

10 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Organizational Change Management, Operating Model Transition, CRM Leadership, Process Design, Service Alignment, Customer Journey Improvement, Stakeholder Management, Strategic Judgement, Analytical Capability, Customer Experience Principles, Change Adoption, Transformation Leadership

Industry

Utilities

Description

Lead major transformation programme Shape future customer model Based in Petone This is a full-time position of 40 hours per week. This is a fixed term position until December 2027. The opportunity This 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 model Establish and embed the Customer Group function and ways of working Ensure continuity of service and a positive customer experience through transformation Provide CRM business leadership, shaping capability to support customer outcomes Align customer journeys, processes, and systems to the new operating model Work closely with internal teams and councils to transition services in-house Drive change, readiness, and adoption across people, processes, and technology About you You’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. Benefits At 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 home Comprehensive wellbeing programme, including one paid wellbeing day annually Formal and informal professional development opportunities For a full list of our employee benefits click here. About us Wellington 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 the infrastructure and deliver water services to our communities. From 1 July 2026, 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 June 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 Wellington Water Careers site, please note if you are a Wellington Water employee please apply using your work email. For further information, email: james.brodey@wellingtonwater.co.nz Applicants 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.

Responsibilities

Lead the transition to a customer-centric operating model and establish the Customer Group function from the ground up. This includes providing CRM business leadership and aligning customer journeys and processes to ensure consistent service delivery.