Customer Experience Data and Information Manager

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 Data and Information Manager to lead the team responsible for ensuring our customers have the information they need to travel confidently around Tāmaki Makaurau.

This is an awesome role and opportunity here at AT. We know what we do on the inside shows up on the outside and this role plays a huge part in ensuring relationships with colleagues and stakeholders are collaborative within the high-performing work environment, enabling the delivery of key customer outcomes.

**The Role**

This role will lead the Customer Experience Data and Information team by continuing to build on a great team culture and providing support to the team members in their technical roles.

The team is responsible for ensuring all of AT's public transport service information is efficiently and accurately updated and provided to customers through various channels, enabling them to make easy journeys across Auckland.

The Customer Experience Data and Information Manager is responsible for ensuring workflows are well designed and processes are in place to enable the team to work efficiently, prioritise jobs and ensure customer data and information outputs are accurate.

Stakeholder communication is essential for managing expectations and forming relationships across the organisation.

Ultimately, it's about ensuring a customer-centric approach is taken and promoted throughout the whole customer data lifecycle from the creation of changes, to system and data analysis improvements, through to communication of the changes to customers.

***Key responsibilities include**:

- Leading the Customer Experience Data and Information team to provide excellent customer experiences through the provision, creation, and distribution of data and physical customer information, which includes the ongoing development of real-time systems and improved real-time analytics.
- Ensuring any changes to AT's public transport services are efficiently and accurately updated in the system of record (IVU), in adherence with the relevant change control procedures and policies.
- Managing the distribution of new or revised public transport service information to the relevant teams to ensure customer service information is kept up to date. This includes notifying the digital content and wayfinding teams about planned changes to services and briefing the design team on the creation of new timetables, brochures and updating of maps and other relevant customer information.
- Overseeing the provision of data and insights to optimise investment in Public Information Displays (PIDs).
- Ensuring there is strong communication and collaboration within the team, across the Customer and Digital Experience group and the wider CX division, and with other divisions across AT, especially Metro Services and Business Technology. The outcome will be the identification and implementation of new ways of working, a better use of technology, and a customer-centric approach, leading greater efficiency within the team and better outcomes for customers.

**To be considered for this position you will have**:

- Minimum of 10 years' experience in a similar senior data management role, with significant Change Management responsibility.
- Proven experience in building and maintaining a high-performance team with the ability to attract, develop, engage, and retain talented individuals.
- Experience of successfully leading change within a function to drive efficiency and promote collaborative ways of working.
- Degree qualified in an Information Technology or related discipline, or equivalent experience in an information technology management role.
- ITIL Practitioner and/or Change/Release management certification.
- Project and/or programme management qualifications such as PRINCE2, Managing Successful Programmes, PMP, etc.

**You'll be**:

- Adept at relationship-building, maintaining effective partnerships, and influencing without positional authority.
- Driven to achieve objectives, delegating effectively and empowering others, utilising all resources to achieve the best customer outcomes.
- Highly organised; plans, prioritises and manages time to focus self and others.
- Customer oriented while maintaining a delivery focus.
- Someone with high technical literacy, excellent oral and written communication skills.

AT is also committed to creating a diverse and inclusive workplace where people come first, we feel safe, respected, valued and supported, regardless of our differences.

Our values are also woven into all we do at AT, we recently co designed our refreshed values, we wanted them to be meaningful and real;
**Manaakitanga** - We care

**Tiakitanga** - Safe with us

**Whanaungatanga** - We connect

**Auahatanga** - Better, bolder, together

In addition, we also offer:

- A chance to work on