Executive Director People & Customer Experience

• Put customer experience at the heart of our organisation
• Deliver outcomes that make a difference to the people of Nelson
• Inspire and empower people to make the most of their potential
• Vibrant location + competitive salary + generous leave + healthcare

It’s a familiar story you’ve no doubt read before.  A Council has done something that has frustrated a resident. The resident says one thing happened, the Council sees it differently.  The topic hits the front cover of the local newspaper, is hotly debated on social media and then – after a short while - it’s forgotten.  And no one is left happy. 

Do you want to turn that relationship on its head?

We’re searching for a forward-thinking leader with a strong background in delivering excellent customer service.

The Council

Nelson City Council is a $2.5 billion organisation serving a vibrant and diverse community of over 54,000 residents.  With a vision for Whakatū Nelson as a creative, prosperous, and innovative city, the Council is working on one of the most significant local government transformations in New Zealand.  It’s an honest look at the challenges and opportunities that Councils face now and in the future with the goal of tackling them head on.

Our new Operating Model is a blueprint for a strategically aligned, customer-focused organisation that’s set up to better serve its communities, putting people at its heart and providing great value for money.  This includes a strategic shift in how the organisation is led – moving from an operational functional-based structure to an outcomes driven model.

Part of the organisational redesign includes the establishment of the Executive Director team comprising four Executive Directors and the CEO.  This new structure positions the Council to deliver on its strategic intent, nurture its people and consistently deliver value to the people it serves.

The Role

The Executive Director team are the strategic leaders for the Council, shaping direction, aligning people and resources and prioritising what matters most for the Council and the community.

The Executive Director People & Customer Experience, leads a complex portfolio that spans internal culture and external service performance, covering customer experience & service, people & capability, transformation, community engagement, communications, community partnerships, libraries, resource consents, regulatory, and building services.

Key accountabilities include:

• Overseeing the delivery of transformation programmes that enhance agility, efficiency, and service alignment with community expectations, enabling the Council to become more adaptive and future ready.
• Overseeing the design and refinement of customer journeys to ensure services are intuitive, accessible and responsive to customer needs.
• Initiating and sustaining a high performing, engaged, aligned and capable workforce.
• Leading customer facing functions committed to quality and consistent service standards.
• Building trust and transparency through community engagement.
• Championing digital enablement, self-service, and innovative service design.

The Ideal Person

You will be a visionary leader who can integrate people, culture, and customer strategies to enhance performance and deliver sustainable change that delivers meaningful impact to both people and the community. You may have experience of working within local government, but it’s not a strict requirement.  We are open to applicants from a wide range of professional backgrounds.

Leading with a values-based, people first approach you will navigate the demands of customer expectations and people wellbeing with care creating the ideal conditions for people to thrive.

Your track record leading large scale organisational transformation will enable you to create a unified strategy and your ability to inspire, influence and build trust will translate that strategy into day-to-day practice.

In addition, you will have:

• A relevant tertiary qualification.
• Expertise in customer experience and service improvement design.
• Awareness of digital enablement strategies, CRM systems, and modern service delivery technologies.
• Knowledge of strategic communications and engagement, and diverse stakeholder management.
• Exceptional relationship-building skills, including cultural competence and the ability to partner effectively with iwi under Te Tiriti o Waitangi.

How to Apply: 

Candidates can apply, in strict confidence, online at Executive Jobs Search | Executive Search | Sheffield New Zealand

To apply by email, please attach your cover letter and CV and send to [email protected] quoting 9036aa.  Applications close on 31st August 2025.  Emails will be electronically acknowledged, and further correspondence may be by email. 

Click here to view the Candidate Briefing document including a full Position Description.

For more information please phone Jane Pollitt @ Sheffield on +64 3 353 4354.