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Mō mātou | About us
 
Waikato Waters is a brand-new, publicly owned water utility bringing together water and wastewater services across the Waikato region — built from the ground up to deliver for communities today and for generations to come.
 
Te tūranga | The role
 
Reporting to the Chief Strategy and Partnerships Officer, you will be Waikato Waters customer champion — owning the design of its customer service strategy, leading CRM procurement and implementation, and ensuring customer insight shapes how the organisation operates. In Year 1, customers continue to contact councils through existing channels, giving you the space to design and build rather than simply inherit.
 
Ō mahi | What you'll do

• Lead the design and development of Waikato Waters customer service and experience strategy
• Lead procurement and implementation of a CRM system and associated process changes
• Set customer service standards, channels and performance expectations
• Embed customer insight and feedback into organisational decision-making
• Oversee transition of customer service processes and data from councils into Waikato Waters

Ō pūkenga | What you'll bring
 
You have led customer experience or service design in a complex organisation — and you bring both the strategic thinking to set direction and the project discipline to deliver a CRM implementation.

• Experience leading customer experience, service design or customer operations functions
• Demonstrated experience procuring and/or implementing CRM systems
• Strong analytical skills — able to translate customer data into actionable insight
• Experience embedding customer-centricity into operational culture
• Background in utilities, infrastructure, local government or a services organisation is desirable

He aha ai mātou | Why join us
 
Waikato Waters is being built once — and you'd be part of that. He waka eke noa, we are all in this together. The work is real, the impact is visible, and the team we're assembling is genuinely exceptional. We offer competitive remuneration, health insurance, and hybrid working where the role allows. To learn more about Waikato Waters, visit www.waikatowaters.co.nz
 
Me pēhea te tono | How to apply
 
Applications close 2 May 2026. For a full position description or for a confidential chat contact us via HR@waikatowaters.co.nz and we will respond as soon as possible.

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