Head of Customer Experience

Nelson City Council is seeking a Head of Customer Experience to lead a strategic transformation of its customer service system. This role focuses on shaping how people feel about interactions with the council, incorporating customer experience into all areas of operation, and empowering staff to deliver exceptional public service. The ideal candidate will collaborate with regulatory and consent functions to embed a customer-centred approach.

Requirements

• Strategic thinking and leadership experience.
• Deep understanding of customer experience principles.
• Understanding of digital transformation and CRM systems.
• Familiarity with performance measurement and data analytics.

Benefits

• Competitive remuneration and benefits
• Flexible working arrangements
• Professional development and wellbeing support
• Collaborative, future-focused work environment