Title:  Business Improvement Manager

• Flexible location, Wellington or Christchurch
• Competitive salary package + great benefits
• Help shape the future of KiwiRail’s Passenger services across Interislander and Great Journeys New Zealand scenic trains

Position Description

He kōrero mō mātou | About us:

At KiwiRail, we are building stronger connections for a better Aotearoa New Zealand. For more than 150 years, rail has linked communities, supported businesses, and shared our country’s landscapes with the world.

Our purpose — Hononga Whaikaha, Oranga mō Aotearoa (Stronger Connections, Better New Zealand) — guides how we work together. We deliver sustainable rail and ferry services that create economic, social, and environmental value.

With a team of more than 4,500 people, we are united by a commitment to safety, teamwork, and supporting the communities we serve.

He whakamārama mō te tūranga mahi | About the role:

As Business Improvement Manager – Passenger, you will help shape the future of KiwiRail’s Passenger services. You will lead initiatives that improve customer experiences, processes, and digital systems across Great Journeys New Zealand and Interislander.

This role focuses on continuous improvement, product innovation, and project delivery. You will analyse customer insights, evaluate market trends, and develop business cases that support new opportunities and help bring these opportunities to life

Working across multiple teams, you will help deliver practical improvements that strengthen our Passenger services and support KiwiRail’s strategic goals.

Key responsibilities include:

• Delivering (digital) product and service innovations and improvements within Passenger services
• Driving continuous improvement projects across operations and customer experience
• Developing and supporting business cases for new opportunities and improvements that create value for the customer, revenue growth, or operational efficiencies
• Conducting competitive and market analysis to inform strategy and improvements
• Leading and coordinating passenger service improvement projects
• Tracking and reporting customer feedback, including NPS insights, to guide improvements
• Working closely with internal teams and external partners to deliver change in an iterative way.

This role can be based in Wellington or Christchurch.

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

We are looking for someone who combines strong analytical thinking with the ability to work collaboratively across teams, especially our operations teams

You will bring:

• Experience leading continuous improvement, innovation, or transformation initiatives
• At least five years’ experience in project leadership, delivery management, or product innovation development
• Strong analytical skills and the ability to interpret customer and operational feedback and market insights
• Experience developing business cases and supporting strategic decision-making
• The ability to manage projects and coordinate work across multiple stakeholders
• Clear communication skills and confidence working with and leading cross-functional teams
• A customer-focused mindset and commitment to improving service experiences
• Experience with risk mapping and mitigation
• A relevant degree in business, operations, or a related field — or equivalent experience

You will also:

• Take a collaborative approach and value diverse perspectives
• Remain calm and organised while managing competing priorities
• Focus on delivering measurable outcomes that support KiwiRail’s strategy

Nōu te rourou | What’s in it for you:

At KiwiRail, you will contribute to work that supports communities and keeps New Zealand moving.

In return, we offer:

• A competitive salary and benefits package
• Opportunities to lead meaningful improvement projects across national passenger services
• Ongoing learning and development opportunities
• Career pathways within KiwiRail’s growing organisation
• The chance to work with passionate people who value safety, teamwork, and innovation

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

If you are ready to help improve passenger services and support the future of rail in New Zealand, we would like to hear from you.

Apply with your CV and cover letter to join KiwiRail and help strengthen connections for a better New Zealand.

Please note that successful candidates must pass a pre-employment medical and drug and alcohol screening and hold a current New Zealand driver’s licence.

Me pēhea te tuku tono | How to Apply

Submit your CV and cover letter online. If you’re a current KiwiRail employee, please apply using your internal profile.

Rā aukati | Applications close: 5th April 2026 (unless filled sooner)