Head of Customer Experience

Overview

• Shape the future of customer experience at Nelson City Council
• Lead cultural change through strategy and collaboration
• Vibrant location + competitive salary + generous leave + healthcare

At Nelson City Council, we’re on a journey to transform how we serve our community. We’re building a customer-first culture that’s inclusive, responsive, and grounded in trust. This new role is your opportunity to lead that transformation.

About this role | Kō tēnei tūranga mahi

As Head of Customer Experience , you’ll lead the development and embedding of Council’s customer experience strategy – a cornerstone of our cultural change. This isn’t just about improving service delivery; it’s about shaping how people feel about their interactions with Council and how our teams work together to deliver public value.

You’ll design and implement a strategy that reflects our values and empowers people across Council to contribute to its development. By involving staff in shaping the strategy, you’ll foster ownership and alignment, ensuring it becomes a lived experience across the organisation.

This role goes beyond traditional customer-facing teams. You’ll work closely with regulatory and consents functions for example – areas where customer experience is just as critical – to embed a unified, customer-centred approach. Your influence will span the organisation, breaking down silos and driving collaboration.

This role reports to the Executive Director People & Customer Experience , and is part of the Senior Leadership Team . Together, you’ll shape the future of Council’s service culture and performance.

Key Focus Areas

About you | Ko ngā pūmanawa ōu

You’re a strategic thinker and collaborative leader with a passion for customer experience and cultural change. You bring experience in service design, transformation, and stakeholder engagement, and you know how to turn strategy into action.

You’ll thrive in a complex environment, balancing customer expectations with employee wellbeing, and driving innovation that delivers real outcomes for the people of Nelson.

You will also bring :

You also bring the leadership behaviours that matter here

What we offer | Ko ngā painga mōu

At Nelson City Council we believe that taking care of Nelson starts with taking care of our people. We’re working to make a positive difference in the lives of our communities. We value integrity, service, and collaboration, and we’re committed to being a high-performing, future-focused organisation.

We offer :

This is your opportunity to step into a strategic leadership role where your expertise will make a lasting impact across Whakatū Nelson.

Applications close | Rā whakakapi : 5pm Tuesday 11 November 2025

For further enquiries | Ina he pātai anō, whakapā mai : Contact Abby Kuyk, People & Capability Business Partner at

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