He kōrero mō mātou | About Watercare
Ki te ora te wai, ka ora te whenua, ka ora te tangata
When the water is healthy, the land and the people are healthy
Now is an exciting time to join Watercare, we're planning to spend $14 billion over the next 10 years to ensure we can continue to support our growing city in a climate-resilient way. When you average that out, that's an investment of $3.8 million every day!
He whakamārama mō te tūranga mahi | About this role
As Watercare evolves in a newly regulated environment, the Head of Customer Experience plays a key leadership role in uniting customer strategy, insights, governance and technology across the organisation. This established role has grown in influence, acting as the senior voice of the customer and ensuring customer needs, expectations, risks and insights shape decisions and services for Aucklanders. You’ll lead our enterprise-wide customer strategy, guide customer‑focused technology improvements, uplift customer‑centric culture, and support executive decision‑making with clear, evidence‑based insights. This role has significant organisational impact, especially setting direction, influencing outcomes, and shaping the future of customer experience at Watercare.
Key Responsibilities
- Lead and refine Watercare’s enterprise-wide customer and customer experience strategy.
- Oversee customer-focused technology development and system improvements.
- Maintain an executive-led customer governance framework that elevates customer needs and risks.
- Provide leadership and support to Business Unit Heads to ensure customer‑centred design and delivery.
- Advise the Executive team so customer impact and risk inform strategic and operational decisions.
- Oversee customer-related regulatory reporting and ensure insights drive action.
- Champion customer‑centric ways of working and lift CX capability organisation‑wide.
- Translate customer insights and analytics into clear implications for strategy, investment and service priorities.
Ngā pūkenga e rapu nei mātou | About you
You’re a seasoned customer leader that can communicate complex ideas simply and with impact, bringing confidence and presence when engaging at C‑suite level. You thrive in collaborative, cross‑functional environments and are comfortable challenging the status quo to drive better outcomes. With strong analytical instincts, you use data and insight to identify trends, opportunities, and strategic direction. You’ll also bring
- 10+ years’ experience in customer experience, customer insight, research or marketing, ideally in senior or enterprise‑wide roles.
- A relevant tertiary qualification in marketing, customer, or a related discipline.
- Proven strategic thinking and the ability to translate insight into organisation‑wide action.
- Strong leadership capability, both in managing people and guiding professional disciplines.
- Excellent analytical skills with the ability to distil complex data into clear direction.
- Exceptional relationship‑building and influencing skills, including operating confidently at Executive and Board level.
It’s a bonus if you also bring:
- Experience in the utilities sector or another regulated environment.
- Exposure to design‑thinking, agile methodologies, or consulting environments.
Ngā hua mōu | What's in it for you
We offer a competitive salary and staff benefits package including:
• Training and development opportunities
• Life and income protection insurance plans
• Generous parental leave
• Employee discounts at a range of large retailers
Me pēhea te tono mai | How to Apply
Come and join our team! If you are looking for an exciting career opportunity with a fantastic team then please apply online today - careers.watercare.co.nz.
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What We Do
At Watercare we’re proud to provide a lifeline service to the people of Auckland, while protecting the environment for future generations. Every day we provide the highest quality drinking water to 1.7 million Aucklanders, and take it away again once it’s been used in the sink or flushed down the loo. Without using chemicals, we treat wastewater to a very high standard and safely return it to the environment. We also plan for new and upgraded infrastructure far into the future to ensure we can meet the needs of our fast-growing city. We operate assets worth more than $9 billion – but it’s our people who are our most valuable assets. Our staff are passionate, motivated and trustworthy people who are the leaders in their fields. They’re not afraid of a challenge and are constantly looking for new ways of improving our processes and the service we offer our customers. If this sounds like you, please visit our careers centre to see our job vacancies and be notified of future opportunities: https://careers.watercare.co.nz
