Customer Experience Lead

5 months ago

Auckland City, New Zealand Auckland Transport Full time

**Customer Experience Lead (1 year fixed-term)**

Auckland Transport (AT) keeps Auckland moving We plan and fund public transport, promote and initiate alternative ways to get around the city, operate and maintain the local road network, and manage parking and traffic systems. How are we going to deliver easy and safe journeys for a growing and vibrant Auckland? By innovating and focusing on exceptional customer experiences We are looking for a dynamic Customer Experience Lead to drive, impact and lead change for our customers across AT's infrastructure programmes and projects. Come join the team as a **Customer Experience Lead**, fixed term for a year

**Te Whiwhinga mahi | The opportunity**

We now have an awesome opportunity for an experienced, dynamic, customer-centric superstar to join our team and really impact change as a **Customer Experience Lead **on a fixed term contract for 12 months. This role plays a huge part in AT's journey to put customers at the heart of the planning, design and delivery of our infrastructure initiatives. Our focus starts with our customers and our vision in this space is fully supported by our CEO and leadership teams.

**What you might like to know about this opportunity**:

- Lead the delivery of customer experience projects, ensuring customer experience requirements, budgets and resources have been accounted for, and customer outcomes are delivered across infrastructure programmes and projects.
- Lead the implementation of customer experience strategy, demonstrate thought leadership, identify change, remove barriers to make improvements to end to end customer experiences across prioritised programmes of work.
- Define key customer experiences across the scope of projects and collaborate with customers, suppliers and key stakeholders to form a shared set of insights to understand customer problems and design solutions from a human centred perspective.
- Partner with others within AT to develop plans, manage resources and monitor deadlines for initiatives across key customer experiences.
- Lead and implement project activities through the use of collaboration, agile tools and methods and cross-functional teamwork.
- Ensure alignment of customer experience-focussed activities and initiatives to wider AT strategies and priorities.

**Ko koe tēnei | About you**

We are looking for someone who is innovative, customer oriented, collaborative and has a passion for helping grow a high-performing team. You will be:

- Bold and ambitious, someone who looks for innovative ways to deliver business outcomes
- A superior communicator with a growth mindset
- Customer oriented whilst maintaining a delivery focus
- Supportive and respected, able to demonstrate effective and impactful leadership and collaboration
- A team player through and through, you are dedicated to continually improve ways of working to achieve high quality outcomes efficiently
- Adept at relationship-building, maintaining effective partnerships and influencing.
- Able to achieve objectives and empower others, utilising all resources to achieve the best customer outcomes.

**Ko wai mātou | About us**

In addition, we also offer:

- A chance to work on diverse projects
- Investment in your professional development and training
- Opportunity for greater leadership and accountability
- Modern waterfront-based office
- Paid parental and partner leave
- Study assistance
- Health and Wellbeing benefits
- Professional memberships
- Flexible working

**Check out the benefits of working at AT**
- Note:_ This contract will conclude 12 months after the start date.

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