Head of Customer Experience

Description

• Shape the future of customer experience at Nelson City Council

• Lead cultural change through strategy and collaboration

• Vibrant location + competitive salary + generous leave + healthcare

At 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 mahi

As 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 Areas

• Lead the development of a high-performing, customer-focused culture across Council.
• Embed customer experience into all areas of Council, not just traditional frontline services.
• Champion digital transformation and data-driven service design.
• Foster cross-departmental collaboration to deliver seamless customer journeys.
• Empower staff to contribute to and own the customer strategy.
• Advocate for the voice of the customer in decision-making and service improvement.
• Lead our frontline Customer Service Centre, ensuring it delivers efficient, accessible, and responsive service that reflects the needs of our community.

About you | Ko ngā pūmanawa ōu

You’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 environments.
• Demonstrated success in leading cross-functional initiatives that improve customer outcomes.
• Track record of managing high-performing teams and building capability across diverse functions.

You also bring the leadership behaviours that matter here:

• You connect your team’s work to Council’s purpose, direction, and community outcomes.
• You champion a customer- and community-focused culture, ensuring services are accessible, inclusive, and responsive.
• You lead with a focus on value, outcomes, and accountability — making the best use of public resources.
• You collaborate across the organisation and build strong, respectful relationships with iwi and key stakeholders.
• You coach, develop, and grow others while role-modelling integrity and performance.
• You lead change with calm and purpose, embedding innovation and continuous improvement across your areas of influence.

What we offer | Ko ngā painga mōu

At 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 role
• Competitive remuneration and benefits
• Flexible working arrangements
• Professional development and wellbeing support
• A collaborative, future-focused work environment

This 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 2025

For further enquiries | Ina he pātai anō, whakapā mai: Contact Abby Kuyk, People & Capability Business Partner at abby.kuyk@ncc.govt.nz