Customer Experience Manager

About the Company At Taupō District Council, we embrace each day as an opportunity for growth and connection. Our diverse organization is known for its vibrant energy, forward-thinking approach, and willingness to innovate in order to achieve the best outcomes for our community. We prioritize a balanced, community-focused methodology that allows us to act with consideration and purpose. Our mission is to foster a district of connected communities that thrive and seize opportunities, and we keep this greater purpose at the forefront of all our endeavors. About the Role We are seeking a Customer Experience Manager who will play a pivotal role in enhancing how the Council engages with the community. In this leadership position, you will oversee the development and implementation of our comprehensive customer experience strategy, empowering your team to ensure that every interaction—whether in person, online, or over the phone—is positive and effective. In this multifaceted role, you will be responsible for: - Developing and leading the strategic direction of the customer experience function in alignment with Council objectives. - Inspiring your team to embrace opportunities for continuous improvement while navigating changes positively. - Collaborating with internal stakeholders to deliver integrated and efficient support services that meet our customers' needs. - Advocating for the importance of customer experience across the organization to enhance satisfaction and trust. - Leading with empathy, ensuring the wellbeing of every team member is a priority each day. Who We Are Looking For We are in search of a proactive leader with a proven track record of operating at a strategic level. The ideal candidate will share our commitment to community engagement, public service, and delivering exceptional customer experiences. Your ability to thrive in a dynamic environment and recognize opportunities within challenges will be crucial to your success in this role. Key qualifications include: - A willingness to embrace change and empower teams with a meaningful purpose and clear direction. - A deep commitment to providing services that reflect the needs, values, and aspirations of our community. - A creative mindset for designing customer experiences that are fit-for-purpose. - An innovative approach, bringing fresh solutions and encouraging new ways of thinking. - The confidence to make decisions, the curiosity to pursue better outcomes, and the courage to challenge the status quo when necessary. - Strong interpersonal skills, serving as a bridge between the organization and the community with authenticity and purpose. Benefits At Taupō District Council, our people are driven, accomplished, and eager to learn more about the Council, its impact, and their own potential. We encourage your career aspirations, whether you are just beginning your journey or are a seasoned professional. Our strengths-based environment fosters personal and professional development, allowing you to be the best version of yourself at work. We pride ourselves on a warm and welcoming atmosphere where collaboration and empathy are key values. We support our team members in finding flexibility within their roles to focus on what matters most both at work and at home. When you join us, you can expect: - A strong emphasis on wellness, including discounted gym memberships, health insurance, and wellbeing initiatives to support your mental, physical, and financial health. - A flexible work environment with options for remote work and adaptable hours to promote a healthy work-life balance. - Assistance with ongoing professional development, providing access to learning opportunities that facilitate growth. - Generous leave entitlements. - Support for those relocating to our district, ensuring a seamless transition. If you are ready to be part of a leadership team that values big thinking, prioritizes wellbeing, and focuses on meaningful work, we encourage you to apply. Closing Date: 4 August 2025 or until the position is filled.