Customer Experience Manager

1 month ago

Auckland, New Zealand Cultivate Recruitment Full time

About KineticAs part of Kinetic globally, you'll join an organisation enjoying phenomenal growth and a chance to be part of a significant urban bus transport network in New Zealand. Kinetic is the amalgamation of NZ Bus and Go Bus and has 20 urban depots across five cities, with over 2,000 staff operating 1,400+ vehicles. Committed to a sustainable future, they are well underway with electrification of the fleet and work closely with key customers to support the delivery of decarbonisation targets.About The RoleReporting to Kinetic's Chief Operating Officer, this is a newly created role to help realise the future direction of customer experience. You will be responsible for developing, leading, and implementing customer experience strategies, policies, and procedures.Key Behaviours Most Critical for Success:Positive Customer Outcomes: Passionate and driven to deliver the very best customer outcomes and leading with empathy. Obsessed with customer and constantly looking for ways to improve customer experience.Resilience: The role requires calmness and an open mind to deal with both the volume of customer complaints and the nature of incidents, some of which are very serious, on the network.Presentation: A confident presenter. The gravitas and confidence to engage with senior audiences from ELT, SLT, and councils both written and in person.Highly Analytical: Crunching numbers, determining data drivers, producing insights, pitching solutions, and implementing those solutions.Your Motivation and Career Drivers:Develop and implement organisational-wide strategy. Lead a shift in direction as an organisation in a green fields role that will shape the future of Kinetic's customer experience strategy.Impact to shape a major transport operator's service which will be felt across an entire community through service levels and safety.Career growth. This role has the opportunity to grow a team around it.We recognise that neurodiversity is critical to a healthy, successful workplace. Our role is to uncover and advocate strengths via a psychologically safe recruitment experience. So, if a typical recruitment process doesn't bring out your best, let us know. We want you to shine, not shy away.Next stepsApply here with a CV in MS Word. You'll need to hold NZ citizenship, residency, or have already secured a valid visa. Want to discuss your suitability further? Find me via our website.We understand some job seekers choose not to apply if a role isn't a 100% match. We'd encourage you to apply anyway or send us your details. If this isn't right, something else might be.
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