Title:  Head of Customer Experience (CX) Enterprise

Head of Customer Experience (CX) Enterprise

Position Description

• Establish, embed and evolve KiwiRail’s customer experience
• Leadership and partnership experience
• Auckland based

He kōrero mō mātou | About us:

At 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. 

He whakamārama mo te tūranga mahi | About the role:

The 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 accountabilities include:

• Define and implement KiwiRail’s enterprise-wide CX strategy, aligned to business transformation and commercial outcomes
• Lead a CX Centre of Excellence, embedding best practice methodologies, tools, and frameworks across the organisation
• Establish and oversee CX governance structures, reporting mechanisms, and enterprise-wide frameworks
• Embed service design and human-centred design principles into operational and commercial processes, improving customer journeys and touchpoints
• Lead CX capability uplift, including the design and delivery of training, tools, and playbooks
• Partner with People & Culture to integrate CX into recruitment, onboarding, leadership behaviour, and performance frameworks
• Oversee measurement frameworks (NPS, VoC, operational CX KPIs), ensuring insights drive strategic and operational change
• Influence budget priorities across IT, Operations, and Marketing to ensure CX initiatives are funded and linked to commercial impact
• Lead transformation initiatives to address known customer pain points, improve ease of doing business, and deliver measurable business outcomes
• Act as a senior CX representative in executive and board forums, ensuring customer voice informs decision-making

Ngā pukenga e rapu nei mātou | What (skills) you will bring:

Knowledge and experience

• You have senior leadership experience in customer experience, service design, or business transformation
• You’re skilled in service design, journey mapping, and human-centred design
• You’ve embedded CX measurement frameworks such as NPS, VoC, and operational KPIs
• You have proven ability to influence executives and lead enterprise-level initiatives
• You’ve delivered transformation in complex, multi-stakeholder organisations

Ways of working / Work-related qualities

• You communicate effectively with influence, from frontline staff to board level
• You thrive in complex stakeholder environments and balance competing needs
• You lead with vision, embedding CX into culture, systems, and processes
• You are commercially astute and data-driven in decision-making
• You model collaboration, safety, and continuous improvement

Other Requirements

• You can travel nationally as required

Qualifications

You need either:

• A degree in Business, Marketing, Design, or a related discipline
• Or equivalent experience in customer experience leadership
• Additional qualifications in service design, Lean/Agile, or behavioural science are desirable

Nōu te rourou | What's in it for you:

• Competitive salary plus 4% employer KiwiSaver contribution
• Professional development opportunities to help you grow and succeed
• Access to NZ Rail Staff Welfare Trust benefits, including holiday homes, medical support and discounted travel
• Be part of a diverse and inclusive workplace dedicated to innovation, sustainability and community impact

Kua rite, kia rite | Ready to Make a Difference?

Rā aukati | Applications close: 21 September 2025