Head of Customer Experience

Shape the future of customer experience at Nelson City CouncilLead cultural change through strategy and collaborationVibrant location + competitive salary + generous leave + healthcareAt Nelson City Council, we're on a journey to transform how we serve our community. We're building a customer-first culture that's inclusive, responsive, and grounded in trust. This new role is your opportunity to lead that transformation.About this role | Kō tēnei tūranga mahiAs Head of Customer Experience, you'll lead the development and embedding of Council's customer experience strategy - a cornerstone of our cultural change. This isn't just about improving service delivery; it's about shaping how people feel about their interactions with Council and how our teams work together to deliver public value.You'll design and implement a strategy that reflects our values and empowers people across Council to contribute to its development. By involving staff in shaping the strategy, you'll foster ownership and alignment, ensuring it becomes a lived experience across the organisation.This role goes beyond traditional customer-facing teams. You'll work closely with regulatory and consents functions for example - areas where customer experience is just as critical - to embed a unified, customer-centred approach. Your influence will span the organisation, breaking down silos and driving collaboration.This role reports to the Executive Director People & Customer Experience, and is part of the Senior Leadership Team. Together, you'll shape the future of Council's service culture and performance.Key Focus AreasLead the development of a high-performing, customer-focused culture across CouncilEmbed customer experience into all areas of Council, not just traditional frontline servicesChampion digital transformation and data-driven service designFoster cross-departmental collaboration to deliver seamless customer journeysEmpower staff to contribute to and own the customer strategyAdvocate for the voice of the customer in decision-making and service improvementLead our frontline Customer Service Centre, ensuring it delivers efficient, accessible, and responsive service that reflects the needs of our communityAbout you | Ko ngā pūmanawa ōuYou're a strategic thinker and collaborative leader with a passion for customer experience and cultural change. You bring experience in service design, transformation, and stakeholder engagement, and you know how to turn strategy into action.You'll thrive in a complex environment, balancing customer expectations with employee wellbeing, and driving innovation that delivers real outcomes for the people of Nelson.You will also bring:Tertiary qualification in business, public administration, customer experience, or a related field, with certifications or training in service design, digital transformation, or leadership development (desirable)Deep understanding of customer experience principles, service design, and customer journey mapping. Broad understanding of digital transformation, CRM systems, and self-service technologies. Familiarity with performance measurement, data analytics, and continuous improvement methodologies. Proven leadership experience in customer experience or service delivery ideally within complex or multi-stakeholder environmentsDemonstrated success in leading cross-functional initiatives that improve customer outcomesTrack record of managing high-performing teams and building capability across diverse functionsYou also bring the leadership behaviours that matter here:You connect your team's work to Council's purpose, direction, and community outcomesYou champion a customer- and community-focused culture, ensuring services are accessible, inclusive, and responsiveYou lead with a focus on value, outcomes, and accountability — making the best use of public resourcesYou collaborate across the organisation and build strong, respectful relationships with iwi and key stakeholdersYou coach, develop, and grow others while role-modelling integrity and performanceYou lead change with calm and purpose, embedding innovation and continuous improvement across your areas of influenceWhat we offer | Ko ngā painga mōuAt Nelson City Council we believe that taking care of Nelson starts with taking care of our people. We're working to make a positive difference in the lives of our communities. We value integrity, service, and collaboration, and we're committed to being a high-performing, future-focused organisation.We offer:A permanent, full-time senior leadership roleCompetitive remuneration and benefitsFlexible working arrangementsProfessional development and wellbeing supportA collaborative, future-focused work environmentThis is your opportunity to step into a strategic leadership role where your expertise will make a lasting impact across Whakatū Nelson.Click here for a copy of the position description.Applications close | Rā whakakapi: 5pm Tuesday 11 November 2025For further enquiries | Ina he pātai anō, whakapā mai: Contact Abby Kuyk, People & Capability Business Partner at abby.kuyk@ncc.govt.nz