Customer Experience Lead – Eastern Busway
Auckland Transport
Central Auckland, New Zealand
5d ago

What unprecedented times we are all in! We are optimistic the government will continue to move New Zealand towards its large infrastructure goals.

With this in mind, we are continuing to work behind the scenes to source for critical roles and to identify the talent we need to deliver our Easy Journey's promise.

The Role

This role will lead the delivery of Customer Experience strategies, plans and activities to ensure end to end customer experiences, requirements and outcomes throughout all stages of the Eastern Busway project.

This role will drive the identification and delivery of tangible customer outcomes, ensuring customer metrics and impacts are appropriately considered in project decision making.

It will also be the linkage between the Eastern Busway project team and the Customer Experience Division, supporting AT's broader organisational and customer outcomes by drawing on the Alliance learnings.

  • Lead and implement project activities through the use of collaboration, agile tools and methods and cross-functional teamwork.
  • Ensure alignment of customer experience-focussed activity and initiatives to wider Alliance Project strategies and priorities.
  • Drive the vision for Customer Experience activities to key stakeholders in a meaningful way.
  • Provide coaching and support on agile, customer centric, collaborative approaches and change management.
  • Collaborate with customers, suppliers and key stakeholders to form a shared set of insights that inform potential solutions such as, such as the Alliance Project Team members and its management, customer experience division, Stakeholder, Communities and Communication Division, Integrated Networks, Planning and Executive Leadership.
  • Partner with others within AT to develop plans, manage resources and monitor deadlines for initiatives across key customer experiences
  • To be considered for this position you will have :

  • Tertiary qualification in business or another relevant field
  • 5 years' leadership experience working alongside senior management teams
  • 3-5 years' experience across infrastructure project delivery
  • Ability to apply Agile and Design Thinking tools and methodologies.
  • Enthusiastic collaborator that engages participation and delivers results.
  • Highly developed interpersonal and relationship skills with the ability to develop cross functional relationship in a multi-agency environment.
  • Creative problem solver with timely ability to pre-empt issues and deliver results
  • At AT we embrace inclusion and fully support building a diverse workplace, to support this, our Flexible Working initiative empowers our people to work flexibly in ways that work for them, our customers and our business.

    All flex options will be with individual and teams needs in mind, we invite all candidates to talk to us early in the hiring process about how flex might work for you.

    AT is also committed to creating a diverse and inclusive workplace where people come first, we feel safe, respected, valued and supported, regardless of our differences.

  • Our values are also woven into all we do at AT, we recently co designed our refreshed values, we wanted them to be meaningful and real;
  • Manaakitanga - We care

    Tiakitanga - Safe with us

    Whanaungatanga - We connect

    Auahatanga - Better, bolder, together

    In addition, we also offer :

  • A chance to work on diverse projects unique to NZ i.e. no other infrastructure projects of the complexity and size across NZ
  • Investment in your professional development and training
  • Opportunity for greater leadership and accountability
  • Modern waterfront-based office
  • Paid parental and partner leave
  • Study assistance
  • Health and Wellbeing benefits
  • Professional memberships
  • If you would like to learn more - APPLY Today!

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