Lead major transformation programme
Shape future customer model
Based in Petone
This is a full-time position of 40 hours per week. This is a fixed term position until December 2027.
The opportunity
This is a unique opportunity to play a pivotal role in establishing a newly formed Customer Group within at a time of significant transformation. The role requires someone who is comfortable operating in a complex and ambiguous environment, able to drive change while building a highly effective and efficient customer function from the ground up.
With a high level of public scrutiny, the customer experience and how it is perceived will be critical. This role will be central to shaping that experience, ensuring strong foundations, consistent service delivery, and trusted engagement with the community.
In this role you will:
Lead the transition to a future-state, customer-centric operating model
Establish and embed the Customer Group function and ways of working
Ensure continuity of service and a positive customer experience through transformation
Provide CRM business leadership, shaping capability to support customer outcomes
Align customer journeys, processes, and systems to the new operating model
Work closely with internal teams and councils to transition services in-house
Drive change, readiness, and adoption across people, processes, and technology
About you
You’re a transformation leader who brings people together, creates clarity through change, and keeps customer outcomes at the centre.
Proven experience leading organisational change and operating model transitions.
Experience representing the business in CRM or enterprise platform delivery.
Strong capability in process design, service alignment, and customer journey improvement.
Skilled at building relationships, influencing stakeholders, and driving alignment.
Strong understanding of customer operations and customer experience principles.
Sound commercial and strategic judgement, with strong analytical capability.
A collaborative, adaptable approach, with the ability to support others through change.
Benefits
At Wellington Water, our purpose extends beyond delivering great water services for the region; we foster a thriving community, support a diverse workforce, and offer supportive development opportunities. We genuinely care about your safety and wellbeing.
Our benefits include:
Flexible working arrangements including up to 2 days working from home
Comprehensive wellbeing programme, including one paid wellbeing day annually
Formal and informal professional development opportunities
For a full list of our employee benefits click here.
About us
Wellington Water Ltd is the professional water services provider across Greater Wellington and South Wairarapa. Our job is to provide safe and healthy drinking water, collect and treat wastewater, and ensure the stormwater network is well managed. We’re a multi-council owned entity, tasked to manage the infrastructure and deliver water services to our communities. From 1 July 2026, a new chapter in water services begins. Tiaki Wai will take over responsibility for providing Three Waters Services to approximately 433,000 residents across the Wellington metro regions.
Tiaki Wai will own the water assets it operates giving it greater independence to manage and improve water services for current and future communities, Wellington Water employees will transition into this new council-owned entity.
The value of water (a precious taonga) sits at our organisational heart. Our people are passionate about providing water services for our communities and environment which is reflective in our values; Tangata Tiaki, Whānau and Mana.
Applications close: Sunday, 7 June
How to apply
To view a copy of the position description: click here
To apply for the role, click on the ”apply” button or visit the Wellington Water Careers site, please note if you are a Wellington Water employee please apply using your work email.
For further information, email: james.brodey@wellingtonwater.co.nz
Applicants for safety sensitive roles will be required to undergo drug and alcohol testing prior to commencing employment with Wellington Water. You must also be legally entitled to work long-term in New Zealand or eligible to obtain a working visa.
Our water, our future.
Wellington Water is a Council Controlled Organisation (CCO) that manages the water infrastructure assets on behalf of Wellington, Hutt, Upper Hutt and Porirua city councils, South Wairarapa District Council, and Greater Wellington Regional Council, from source to sea. This includes all three waters - water supply, stormwater and wastewater.
We supply water, plan, investigate, design, project manage and maintain pipes, reservoirs and pump stations in the region. We are passionate about water conservation, efficiency and providing the best level of service for ratepayers in the Wellington region.
Want to work with us?
People work at Wellington Water because they want to make a difference. If you want to help deliver great outcomes to the community and influence the health, environment and wellbeing of the region, then our fast-paced company wants to hear from you!
We’re always on the lookout for great engineers, planners, operators and business folk with a passion and interest in the environment and the water industry.
In our fun, family friendly and flexible working environment, you will thrive if you value collaboration, hard work and delivering results.
If this sounds like you, then register your interest in working for us today at https://careers.wellingtonwater.co.nz/ and hear what’s it’s like to work at Wellington Water from the people who work here.
