Head of Customer Experience (CX) Enterprise
Head of Customer Experience (CX) Enterprise
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1 Vacancy
Job Description
Head of Customer Experience (CX) Enterprise
- Establish embed and evolve KiwiRails customer experience
- Leadership and partnership experience
- Auckland based
He krero m mtou About us:
At KiwiRail we connect New Zealanders sustainably powering economic growth and ensuring vital freight and passenger services run smoothly. Our mission Stronger Connections Better New Zealand highlights our dedication to sustainability and community well-being.
Our people make KiwiRail exceptional. By fostering a diverse inclusive and supportive workplace we empower everyone to contribute their best. If youre passionate about innovation and safety wed love to welcome you aboard.
He whakamrama mo te tranga mahi About therole:
The Head of Customer Experience is responsible for establishing embedding and evolving KiwiRails customer experience (CX) strategy frameworks and governance. The role ensures CX is a core business discipline driving customer-centric transformation across both passenger and freight services.
This role influences enterprise-wide CX maturity enabling business units to deliver seamless consistent and commercially impactful customer experiences.
Key accountabilities include:
- Define and implement KiwiRails enterprise-wide CX strategy aligned to business transformation and commercial outcomes
- Lead a CX Centre of Excellence embedding best practice methodologies tools and frameworks across the organisation
- Establish and oversee CX governance structures reporting mechanisms and enterprise-wide frameworks
- Embed service design and human-centred design principles into operational and commercial processes improving customer journeys and touchpoints
- Lead CX capability uplift including the design and delivery of training tools and playbooks
- Partner with People & Culture to integrate CX into recruitment onboarding leadership behaviour and performance frameworks
- Oversee measurement frameworks (NPS VoC operational CX KPIs) ensuring insights drive strategic and operational change
- Influence budget priorities across IT Operations and Marketing to ensure CX initiatives are funded and linked to commercial impact
- Lead transformation initiatives to address known customer pain points improve ease of doing business and deliver measurable business outcomes
- Act as a senior CX representative in executive and board forums ensuring customer voice informs decision-making
Ng pukenga e rapu nei mtou What (skills) you will bring:
Knowledge and experience
- You have senior leadership experience in customer experience service design or business transformation
- Youre skilled in service design journey mapping and human-centred design
- Youve embedded CX measurement frameworks such as NPS VoC and operational KPIs
- You have proven ability to influence executives and lead enterprise-level initiatives
- Youve delivered transformation in complex multi-stakeholder organisations
Ways of working / Work-related qualities
- You communicate effectively with influence from frontline staff to board level
- You thrive in complex stakeholder environments and balance competing needs
- You lead with vision embedding CX into culture systems and processes
- You are commercially astute and data-driven in decision-making
- You model collaboration safety and continuous improvement
Other Requirements
- You can travel nationally as required
Qualifications
You need either:
- A degree in Business Marketing Design or a related discipline
- Or equivalent experience in customer experience leadership
- Additional qualifications in service design Lean/Agile or behavioural science are desirable
Nu te rourou Whats in it for you:
- Competitive salary plus 4% employer KiwiSaver contribution
- Professional development opportunities to help you grow and succeed
- Access to NZ Rail Staff Welfare Trust benefits including holiday homes medical support and discounted travel
- Be part of a diverse and inclusive workplace dedicated to innovation sustainability and community impact
Kua rite kia rite Ready to Make a Difference
R aukati Applications close: 21 September 2025
Required Experience:
Director
Employment Type
Full Time
