Customer Service Transformation Manager
Kiwi Rail
Interislander, NZ
1d ago

Interislander is an iconic New Zealand business that binds our two main islands together. We are underway with an exciting journey to design, deliver and introduce new ships and terminals (the iReX Programme).

The investment in new assets also provides the opportunity to undertake a transformational change in our operations and customer centric culture.

The Interislander team is already renowned for our outstanding customer service. We are looking for experienced people to help lead Interislander to the next level to set a new world class standard in short run ferry services.

Reporting to the Executive General Manager, the Customer Experience Transformation Manager will champion and lead the Interislander teams on their journey towards customer centricity, embedding a culture of service across all areas of the business as we embark on a major transformational shift in our culture and operations.

This role will understand the strategic customer vision for the InterIslander business and translate this into operating and technical plans around culture, resources, assets, people and services taking the opportunity to optimise and streamline current processes ready for future requirements.

The operating and technical plans will include the introduction of new assets, facility improvements, technology enhancements and future operational processes - keeping the customer at the centre of everything we do.

This role will bring innovative ideas to the Interislander Leadership team to support the strategic vision, including :

  • recommendation of service offering
  • enhance the customer experience
  • increase revenue opportunities
  • drive a customer centric culture within the entire team
  • This role will be of real interest to a strong leader who is looking to leverage their extensive experience in transitioning multi-faceted operational teams into customer centric environments.

    This is an opportunity to lead and influence across an iconic New Zealand business undergoing major transformation change.

    You will have extensive expertise in translating strategic vision into tangible operating plans that enhance the customer experience and lift performance and efficiencies.

    You will be an engaging and collaborative leader who has proven ability drive culture changes within an organisation, particularly with front line operational teams and be a strong relationship builder to connect and influence key stakeholders internally as well as external stakeholder including our union partners.

    Due to the nature of our operation it will be important that the successful individual will have flexibility around working hours based on our ships schedule and requirement to spend time onboard our ships.

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