Head Of Customer Experience (Cx) Enterprise

Head of Customer Experience (CX) EnterpriseJoin to apply for the Head of Customer Experience (CX) Enterprise) role at KiwiRailAbout usAt 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 you're passionate about innovation and safety, we'd love to welcome you aboard.About the roleThe Head of Customer Experience is responsible for establishing, embedding, and evolving KiwiRail's 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 AccountabilitiesDefine and implement KiwiRail's enterprise-wide CX strategy, aligned to business transformation and commercial outcomesLead a CX Centre of Excellence, embedding best practice methodologies, tools, and frameworks across the organisationEstablish and oversee CX governance structures, reporting mechanisms, and enterprise-wide frameworksEmbed service design and human-centred design principles into operational and commercial processes, improving customer journeys and touchpointsLead CX capability uplift, including the design and delivery of training, tools, and playbooksPartner with People & Culture to integrate CX into recruitment, onboarding, leadership behaviour, and performance frameworksOversee measurement frameworks (NPS, VoC, operational CX KPIs), ensuring insights drive strategic and operational changeInfluence budget priorities across IT, Operations, and Marketing to ensure CX initiatives are funded and linked to commercial impactLead transformation initiatives to address known customer pain points, improve ease of doing business, and deliver measurable business outcomesAct as a senior CX representative in executive and board forums, ensuring customer voice informs decision-makingSkills and experienceSenior leadership experience in customer experience, service design, or business transformationSkilled in service design, journey mapping, and human-centred designEmbedded CX measurement frameworks such as NPS, VoC, and operational KPIsProven ability to influence executives and lead enterprise-level initiativesDelivered transformation in complex, multi-stakeholder organisationsWays of working / Work-related qualitiesCommunicate effectively with influence, from frontline staff to board levelThrive in complex stakeholder environments and balance competing needsLead with vision, embedding CX into culture, systems, and processesCommercially astute and data-driven in decision-makingModel collaboration, safety, and continuous improvementOther requirementsTravel nationally as requiredQualificationsYou need either : A degree in Business, Marketing, Design, or a related disciplineOr equivalent experience in customer experience leadershipAdditional qualifications in service design, Lean / Agile, or behavioural science are desirableWhat's in it for youCompetitive salary plus 4% employer KiwiSaver contributionProfessional development opportunities to help you grow and succeedAccess to NZ Rail Staff Welfare Trust benefits, including holiday homes, medical support and discounted travelBe part of a diverse and inclusive workplace dedicated to innovation, sustainability and community impactReady to Make a Difference?

Applications close : 21 September 2025Seniority levelExecutiveEmployment typeFull-timeJob functionBusiness Development and SalesIndustriesTransportation / Trucking / RailroadReferrals increase your chances of interviewing at KiwiRail.

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