Customer Excellence Manager

AT is on a mission to transform Auckland into a vibrant city that moves, so that Aucklanders can connect with the people and places they love. Be part of Auckland's exciting future and development. From transport infrastructure to customer-focused solutions, we're creating seamless journeys across our city that enable businesses and Aucklanders to thrive.

As part of AT Passenger services across Auckland AT carry around 14 million passengers per annum, with high growth aspirations over the next 5-10 years following the expansion of the network with the opening of the City Rail Link.

Te Whiwhinga mahi - The Opportunity – Senior Asset Information Analyst
The Rail Customer Excellence Manager is a senior leadership role, part of the Rail Services Group senior management team and AT's wider senior leadership team. The role is responsible for leading and sponsoring a rail customer growth and experience programme for delivery across AT internal business units and the AT rail outsourcing eco-system of suppliers and partners, to meet AT's rail patronage growth targets.

This position leads cross functional and cross-organisation activities to ensure AT's business units and AT suppliers and partners work together on a single programme for Auckland metro passenger rail to deliver customer experience expectations and outcomes that support customer growth targets. The position ensures AT's suppliers deliver on contract customer experience obligations, activities and deliverables.

Key Tasks will include:

• Prepare and maintain a Rail Customer Charter and customer objectives across AT's rail outsourcing eco-system partners.
• Lead optimisation of the development of current and future high quality customer experience across rail. Interface with internal and external stakeholders to deliver against customer growth targets.
• With other AT business units and AT suppliers, specify research and analysis to review and gain customer experience insights to identify customer growth and customer experience enhancement opportunities.
• Be the custodian of AT rail services customer blueprint. Coordinate with AT suppliers and AT customer service and experience teams to develop, monitor and report delivery against the blueprint.
• Lead the development, coordination and sponsorship of a rail customer growth and experience programme of activities to deliver on the customer blueprint across AT internal business units and AT suppliers (AOR, Downer) and partners (KiwiRail).
• Coordinate delivery of customer growth and customer experience improvement initiatives and projects across AT internal business units and outsourced suppliers and partners.
• Manage the delivery of AT outsourced suppliers and partners against their contractual deliverables and obligations for customer experience customer management plans

Nā tāu rourou | What will you bring?

• Minimum 10 years' experience leading in Customer Strategy and development in Service Industry (preferably transport or logistics)
• Minimum 10 years' experience leading customer growth and acquisition (preferably in transport or logistics)
• Preferable experience in client-side senior management of suppliers
• Strong background in leading Customer Strategies and Programmes
• Proven ability to drive outcomes, influence effectively and empower others
• Highly organised – plans and prioritises well and strong time management
• Personal resilience – able to sustain high level of energy and positivity during high pressured times
• Preferred experience within Transport or Logistics Customer Relations
• Solid background in government and stakeholder relations

Ko mātou tēnei | Our Organisation
At AT, we embrace inclusion and fully support building a diverse workplace where people come first and we feel safe, respected, valued and supported, inclusive of our differences. Our values are more than just words - they are integral to everything we do. Manaakitanga - We care, Tiakitanga - Safe with us, Whanaungatanga - We connect, Auahatanga - Better, bolder, together.

In addition, we also offer:

• 25% discount on public transport services across Auckland
• Investment in your professional development and training
• Opportunity for greater leadership and accountability
• Modern CBD (Wynyard Quarter) waterfront-based office
• Paid parental and partner leave
• Study assistance
• Health and Wellbeing benefits
• Professional memberships
• AT Connect groups such as Mana ka Māori, , and many more

Tono mai ināianei | Apply Now
Come join us in in shaping the future of transport in Auckland - apply today with an up-to-date CV and cover letter.

Ka tiaki mātou i te hunga katoa ka eke waka i Tāmaki Makaurau.
We tiaki all those who use transport in Tāmaki Makaurau.

Please contact Lynn Miller on with any questions.