Manager Customer Experience

6 days ago


ManawatuWanganui, New Zealand New Zealand Government Full time

Te Whiwhinga mahi | The opportunity Be part of a land transport system that truly connects people, products, and places for a thriving Aotearoa. The Manager Customer Experience will play a pivotal role in driving customer experience excellence across the Customer Services group and wider business. This role will be responsible for implementing customer centric processes, systems and policies within the customer group as well as providing customer service advice across the wider business. Strategically, this role will champion the experience of customers as they interact with our land transport system. Providing an overarching strategic view of customer interactions at the "Front door" to improve the end-to-end journey using the voice of our customers and their pain points to inform operational and strategic decisions making it easy to comply with the Regulations. Ko koe tēnei | About you We would love to see a diverse range of background and experience, but a few things stand out to us that make a great Manager, Customer Experience.
- Demonstrated experience managing and leading teams operating in a service delivery or regulatory environment
- Experienced in managing high performing teams, making significant strategic improvement to an area and managing customer engagement in complex or regulatory environments
- A strong customer focus including the ability to develop customer centric solutions and processes
- Proven ability developing people capability including coaching, mentoring and managing performance in an operational environment.

For a copy of the position description click here Ko wai mātou | About us Waka Kotahi is the primary regulator responsible for managing land transport safety and one of the regulators responsible for managing harms (including economic and environmental) in the land transport system. Te Rōpu Waeture, the Regulatory Services Group, is accountable for delivering regulatory activities that help to ensure people, vehicles, and rail and commercial organisations meet the required standards to be safe and are able to access and use the transport system. We encourage you to explore our regulatory strategy Tu Ake, Tu Maia - Stand Up, Stand Firm to learn more about our path to becoming a responsive regulator for the real world. Along with our other Benefits of working at Waka Kotahi we also have new Waka Kotahi Life, Income Protection and Critical Illness Insurance scheme available for permanent employees. You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.

To be considered for this position you must have a legal right to live and work in New Zealand.
Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.



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