Head of Customer Experience
Lead change by shaping how communities experience water services. Put people first, build trust, and drive customer-led strategy, innovation, and service excellence.
Head of Customer Experience
Lead people. Lead change. Shape how our communities experience water services.
Shape the future of customer engagement by influencing processes, policies, and innovation in a values-driven environment.
The opportunity
This senior leadership role shapes how customer experience is designed and delivered across Wellington Water during a period of significant change, including the transition to Tiaki Wai. You will lead teams at the heart of operations and embed customer-led ways of working that deliver consistent, high-quality outcomes in a complex, regulated environment.
What you’ll be accountable for
Leading and developing high performing, engaged teams
Driving continuous improvement across customer services, systems and workflows
Influencing organisational change to align to a shared customer vision
Setting and delivering the customer experience strategy and future service models
Strengthening end-to-end integration across operations, digital and communications
Championing customer insight to inform decisions and investment
Building trusted, values-led relationships with councils, communities and partners
About you
You are a people-centred leader who thrives in complexity and change. You balance operational delivery with long-term transformation and bring others with you.
You will bring:
Senior leadership experience in customer, service or operational environments
Strong change leadership and continuous improvement capability
Strategic thinking with a practical, delivery focus
Excellent relationship and communication skills
Experience in regulated or infrastructure-based environments (desirable)
Why join Wellington Water
At Wellington Water, the value of water as a precious taonga is central to everything we do. Our work directly impacts the health of our communities, our environment and future generations.
We offer:
Flexible working arrangements, including up to two days working from home
A comprehensive wellbeing programme, including a paid wellbeing day each year
Formal and informal leadership and professional development opportunities
Five weeks of annual leave after two years’ continuous service
A values-driven, collaborative culture where leadership and learning matter
About us
Wellington Water is the professional water services provider across Greater Wellington and South Wairarapa. Owned by six councils, we are both trusted adviser and trusted operator, responsible for delivering safe drinking water, wastewater and stormwater services.
Our work is underpinned by our values:
Tangata Tiaki – together we protect our most valuable taonga
Whānau – united we support, connect and respect each other
Mana – we recognise, respect and build the mana of others
How to apply
To view the position description, Head of Customer Experience
To apply, select “Apply” or visit the Wellington Water Careers site. Internal applicants should apply using their work email.
For further information, email JoinUs@wellingtonwater.co.nz
Applications close: Monday 26 January 2026
- Department
- Network Operations
- Role
- Customer Experience Team
- Locations
- Petone Office
Petone Office
Staff benefits
1. Inclusive Culture: It is important to us that people love our culture. We embrace a workplace where diversity is celebrated, and inclusivity is at our core. Our team is united by passion, dedication, and a shared care for water and our community.
2. Safety and Support: We provide an Employee Assistance Scheme for crucial personal support, along with wellbeing and lifestyle education delivered through our Wellbe Team, ensuring you feel supported in and out of the workplace.
3. Health is Wealth: We prioritise your health with an annual voluntary health "warrant of fitness," immunisations, and flu vaccinations. Moreover, enjoy annual subsidised vision testing and contributions toward glasses to ensure clear vision.
4. Work-Life Balance: Where possible there is access to flexible work practices. And take advantage of our annual leave, reaching five weeks after three years of service, and 10 days sick leave from starting with us. In addition, take one paid day a year for your personal Wellbeing. We also offer parental leave and partner entitlements to support you during significant life moments.
5. Comprehensive Benefits: We have partnered with providers for discounted Southern Cross medical insurance, periodic vision and hearing tests, and eyewear subsidies. You can also access discounts at a range of retailers via Boost. Gain access to top-notch gear, machinery, PPE, and tools, fostering a safe work environment if you are “on the tools”. We also offer a staff referral bonus paid when a person is recruited for a senior front line position, and we may offer relocation support if you need to move into the district to work here.
6. Professional Growth: Grow your skills with a range of development opportunities. Boosting your personal and work career.
7. Community Connection: You can take one paid day a year to participate in voluntary work on a water-related activity. And maybe join our active Waiata group and be part of a community that works together, sings, and thrives together.
About Wellington Water
Wellington Water is owned by the Hutt, Porirua, Upper Hutt and Wellington city, South Wairarapa District, and the Greater Wellington Regional councils
The work Wellington Water does is vital and rewarding. We’re tangata tiaki for Wellington’s water, and caretakers of our water infrastructure. Every day, we work to ensure that our communities have access to safe, sufficient, reliable and efficient water services. WWL is growing, and opportunities are growing along with it. It’s a transformative time in the industry.
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