Director Customer

Shape the future of customer and employee experience in Aotearoa.

Ipsos NZ is looking for a strategic, commercially minded Customer (CX) and Employee Experience (EX) leader to head our Customer & Employee Experience Service Line and sit on our Executive Leadership Team. This is a rare opportunity to lead a growing practice, partner with some of New Zealand's leading brands and major organisations and help set the direction of CX and EX across the country.

What You'll Lead

• Our national CX & EX practice, including strategic and financial performance
• A talented team of researchers and technical consultants delivering high-impact programmes across corporate and public sector clients
• A strong and expanding portfolio of Voice of Employee programmes and advisory services Leveraging and contributing to Ipsos global thought leadership and experience management strategy.

What You'll Do

• Act as a trusted advisor to senior experience and design leaders
• Design and deliver CX/EX strategies, frameworks and transformation programmes
• Oversee the deployment and optimisation of VoC and VoE initiatives, applying best practices to deeply embed these programs into the organization's daily operations.
• Partner with clients to design strategic CX and EX roadmaps, helping them to translate their unique insights into actionable plans that maximise business value
• Proactively push for continuous evolution - ensuring insights don't just maintain the status quo, but actively drive growth, improvement and client impact in the best interests of the organisations we support
• Bring together EX and CX insights to drive organisational performance
• Transform insights into business strategy with exceptional storytelling skills that inspire action and alignment across senior stakeholders.
• Build long-term client relationships and lead new business opportunities
• Contribute to thought leadership through content, speaking and client conversations

What You'll Bring

• 15+ years in business strategy, senior CX, EX or experience strategy and transformation roles
• Deep expertise in VoC/VoE and human-centred design
• Executive-level stakeholder experience in large or complex organisations
• Proven people leadership and capability development
• Strong commercial acumen and experience leading a P&L or business unit
• Outstanding communication and relationship-building skills
• A genuine passion for improving experiences for customers, employees and communities
• Experience in quantitative market research design and leadership skills would be a distinct advantage

Knowledge of te ao Māori, tikanga and te reo Māori - or a commitment to building capability - is strongly valued.

Why Ipsos?

• Join a global leader in market and social research with a strong NZ presence and partnerships across many of the country's most influential brands. Based in our modern central Auckland office, you'll enjoy:
• Flexible hybrid working
• Private health insurance
• Paid birthday leave + paid volunteering leave
• Learning & development opportunities
• EAP support
• Up to 6 weeks overseas remote work per year
• A supportive culture with social events, fresh fruit and barista-style drinks daily

Ready to Lead?If you're excited about shaping the future of experience in Aotearoa, we'd love to hear from you.

Apply now with your CV and cover letter.Applicants must have the legal right to live and work in Aotearoa NZ.