Lower Hutt Management & Support Job Listings

Trademe

Head of Customer Experience

* Lead people. Lead change. Shape how our communities experience water services * Shape the future of customer engagement by influencing processes, policies, and innovation in a values-driven environment The opportunity This senior leadership role shapes how customer experience is designed and delivered across Wellington Water during a period of significant change, including the transition to Tiaki Wai. You will lead teams at the heart of operations and embed customer-led ways of working that deliver consistent, high-quality outcomes in a complex, regulated environment. You will be accountable for the following: * Leading and developing high performing, engaged teams * Driving continuous improvement across customer services, systems and workflows * Influencing organisational change to align to a shared customer vision * Setting and delivering the customer experience strategy and future service models * Strengthening end-to-end integration across operations, digital and communications * Championing customer insight to inform decisions and investment * Building trusted, values-led relationships with councils, communities and partners About you You are a people-centred leader who thrives in complexity and change. You balance operational delivery with long-term transformation and bring others with you. You will bring the following: * Senior leadership experience in customer, service or operational environments * Strong change leadership and continuous improvement capability * Strategic thinking with a practical, delivery focus * Excellent relationship and communication skills * Experience in regulated or infrastructure-based environments (desirable) Why join Wellington Water At Wellington Water, the value of water as a precious taonga is central to everything we do. Our work directly impacts the health of our communities, our environment and future generations. We offer the following: * Flexible working arrangements, including up to two days working from home * A comprehensive wellbeing programme, including a paid wellbeing day each year * Formal and informal leadership and professional development opportunities * Five weeks of annual leave after two years' continuous service * A values-driven, collaborative culture where leadership and learning matter About us Wellington Water is the professional water services provider across Greater Wellington and South Wairarapa. Owned by six councils, we are both trusted adviser and trusted operator, responsible for delivering safe drinking water, wastewater and stormwater services. Our work is underpinned by our values: * Tangata Tiaki - together we protect our most valuable taonga * Whanau - united we support, connect and respect each other * Mana - we recognise, respect and build the mana of others How to apply To view the position description, Head of Customer Experience To apply, select 'Apply' or visit the Wellington Water Careers site. Internal applicants should apply using their work email. For further information, email JoinUs@wellingtonwater.co.nz Applications close: Monday, 26 January 2026

Lower Hutt, New Zealand