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Customer Experience Delivery Lead

3 months ago

Hamilton, Waikato, New Zealand Waikato Regional Council Full time

Mō te tūranga | About the role


As a critical member of the Customer Experience team, you will be an integral part of delivering better customer outcomes, working both at a strategic programme level and at an operational level to enhance our service delivery and customers experiences.

Key components of the role include the ability to:

  • Gather business requirements and document for the use of appropriate solution selection with an understanding of both technical and nontechnical requirements and implementation into the business
  • Translation of business needs into nontechnical language
  • Delivery of projects in line with industry best practice methods on time, within scope and budget
  • Provide guidance and advice on customer technology/services roadmap for WRC customer programme
  • Extraction and translation of customer data into meaningful insights identifying trends and behaviours for strategic decision making and future planning
  • Provide advice on configuration, support, and enhancements for current and future customer endeavours
  • Understanding and navigation of political sensitivities

Mō te tangata | About you

  • Have a strong customer focus with the ability to put a customer lens across all activities
  • Are comfortable working across the organization to support (and at times) lead working groups to deliver on the project outcomes
  • Are flexible and comfortable working in an environment that is at times ambiguous and changing
  • Are an excellent communicator and collaborator
  • Have a natural affinity for working in systems, and your attention to detail and accuracy will be second to none
  • Can identify opportunities for customer delivery process improvements and work through the business areas to deliver on these

Mō ngā pūkenga | Qualifications and experience

  • Degree or equivalent qualification in business, analytics, IT or similar
  • Project management qualification or experience in project delivery
  • Business process training or experience
  • Experience in analysing data with the added understanding of the relationship to performance and operational customer service delivery outcomes

Experience:

  • Experience in turning business needs into actionable project deliverables and timelines and managing these through to completion
  • An understanding or exposure to the principles of best practice project management methods
  • Exposure or understanding of business analysis skills such as requirements gathering, story writing and process documentation
  • Understanding of contact centre technology, process and business systems
  • Excellent communication skills written and verbal.
  • Skills in data processing and translating into actionable measures.

Mō mātou | About us


We work hard to care for the mighty Waikato, so current and future generations will benefit from a healthy environment, strong economy, and vibrant communities.

Our mahi is as diverse as the region we care for and the people who share it.

Our work helps look after our region's water, soil, air, geothermal areas and coasts - so we can all enjoy these precious resources for generations to come.


Customers sit at the heart of everything we do, and all staff have an important role to play in the delivery of exceptional customer service.


If you'd like to understand more about what we do please click here The work we do | Waikato Regional Council.


By partnering with iwi and working with many others in our communities, our collective kaitiakitanga will make the Waikato region even better.

Together, we'll create a sustainable future that will make a positive difference to people's lives.

**Mō te tuku tono | How to apply