Head of Customer Experience (CX) Enterprise
- Auckland
- Permanent
- Full-time
- Establish, embed and evolve KiwiRail's customer experience
- Leadership and partnership experience
- Auckland based
- Define and implement KiwiRail's 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
- You have senior leadership experience in customer experience, service design, or business transformation
- You're skilled in service design, journey mapping, and human-centred design
- You've embedded CX measurement frameworks such as NPS, VoC, and operational KPIs
- You have proven ability to influence executives and lead enterprise-level initiatives
- You've delivered transformation in complex, multi-stakeholder organisations
- 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
- You can travel nationally as required
- 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
- 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