Leader - Customer Experience and Insights

About this role

• Join us as we stand up our newly created group – Public Affairs and Customer Experience
• Be part of a high-performing leadership group, leading a talented and engaged team.
• Work with the business, on exciting programmes that are making a real difference to New Zealanders, driving customer-centric approach to everything we do.
• This role can be based in Wellington, Hamilton or Christchurch.

 

Kōrero mō te tūranga - About the role

Lead the Way in Customer Experience & Insights at Toitū Te Whenua

We're looking for a confident and experienced leader to join our Public Affairs and Customer Experience (PACE) group. This is a senior role where you'll help shape how we connect with our customers, partners, and stakeholders as you lead the Customer Experience and Insights team.

You'll have a talented team of specialists who bring skills in research, change management, design marketing, engagement and relationship building. Together, you'll drive a customer-first approach across the organisation, working with the other teams in our newly formed function.

Your focus will be making sure we truly understand our customers - what they need, how they want to engage with us, and how we can improve their experience. Plus help us reach new audiences as we deliver important programmes of work for New Zealand. You'll use insights and data to guide decisions, shape services, and strengthen our reputation.

This is an exciting time at Toitū Te Whenua. We're evolving, and your team will play a key role in helping us deliver on our new strategic intentions. You'll lead a team that helps ensure that the voice of the customer is heard across the organisation and ensuring that the work we do for Aotearoa is recognised, valued, and impactful.

 

He pūkenga tou - Skills & Experience:

• You'll come from a background where customer insights have driven strong business decision making, from design to execution.
• You are a seasoned senior leader, able to lead confidently through change.
• You understand the machinery of government, but it's ok if you haven't worked for a government agency before.
• A proven track record of a customer-centricity with the needs of customers front of mind 

• Strong relationship building and demonstrated collaboration skills with the ability to influence internal and external stakeholders, able to drive continuous improvement working in partnership with the business.
• Proven experience in managing delivery and execution of initiatives to inform/ support business enhancements or providing channel of choice for customers.

• You are a driven and energetic professional, able to get the job done in an environment with multiple conflicting business priorities and have a strong attention to detail.

• You are resilient and flexible, and can thrive and can make decisions in a dynamic and complex environment 
• You will have a relevant tertiary qualification, easily applied to a similar role in customer experience and insights.

 

The annual salary range for this role is between $160,000 to $190,000 depending on skills and experience.

 

  Ngā mea e tukuna ana e tātau – What we offer our employees 

• Interesting work which impacts Aotearoa as we care for whenua, moana and arawai.
• Eye & ear care reimbursements
• Annual Flu Vaccinations
• Reduced Health Insurance Premiums
• Diverse groups and networks
• If eligible for paid parental leave, you will be entitled to a top up payment for the first 18 weeks of the 26 weeks.
• A minimum of four weeks and three days annual leave

 

Te Tākinatanga - Our Story

Toitū Te Whenua plays a vital role in understanding, developing, and caring for New Zealand's whenua, moana and arawai (land, sea and waterways). Whether you're developing our products and services to support our customers, managing the Crown estate, engaging with our iwi partners, or helping us be an effective regulator, your contribution can make a difference. Our mahi helps New Zealanders have confidence that the development of our land, communities and country is being planned from an informed and expert position that balances environmental, social, cultural, and economic considerations, now and for future generations.

 

Our Kia Toipoto Intentions - Public Service Gender, Māori, Pacific and Ethnic Pay Gap Action Plan

Toitū Te Whenua is a diverse team of individuals with different experience and perspectives. This drives our culture and high performance.  We know that people from underrepresented groups and women in particular don't apply for roles if they're not a 100% match, but we're not looking for perfection, we're looking for potential.  As an inclusive and supportive employer, we value difference and want to encourage anyone interested to apply, regardless of whether you tick all the boxes or not. As an organisation we embrace diversity, encourage work life balance and have a flexible approach to the way we work which means you will quickly feel connected and valued.

 

Tono mai - How to Apply

If you're eyeing up this role and believe you've got what it takes, please apply, or get in touch with the team. 

To apply, please click “Apply Online.” You'll be taken through to our Toitū Te Whenua Careers Centre where you'll be able to review further information about the responsibilities and accountabilities of this role in the Position Description. You'll be able to complete your online application form and upload a copy of your CV/Cover Letter. 

Please note, while applications close Monday 21 July 2025, we may be reviewing applications as they are received and may progress with suitable applicants prior to the application closing date. Therefore, please apply as soon as possible if you are interested in this position.

For tracking and evaluation purposes, all applications must be submitted via our on-line process. 

 

You must have the legal right to live and work in New Zealand to be eligible for this position. 

 

You may notice that the Position Description title for this role (Leader - Level Rua/Two) doesn't match the advertised title.  At Toitū Te Whenua we design our roles around shared capabilities (rather than focusing on tasks). This means our position descriptions are broad, one position description can cover many roles, this is known as Broad Based Role (BBR). Using BBR allows us to be responsive to our customers and to strengthen the connections across our organisation. It also gives us the flexibility to provide wider opportunities to our people, to further their careers.

If you have any questions about this role or working at Toitū Te Whenua, please email opportunities@linz.govt.nz  and our Recruitment Team will be in touch with you.