Customer Experience Programme Lead

  • Small city benefits, big city ambition
  • Fixed term, 18-month appointment 
  • Play a key role in further embedding a customer-centric culture  at PNCC

Palmerston North is a vibrant, progressive and ambitious city. The city is experiencing growth in all sectors, and competes with other regional centres amidst technological and demographic change for capital, talent and visitors.

In this context Palmerston North City Council (PNCC) provides services to 90,000 residents, employing 600 staff across a broad range of functions. PNCC is leading a bold new vision for Palmerston North: ‘small city benefits, big city ambition’ that will help the metro achieve its potential, capitalise on its strengths, and thrive in the future. To support its transformation, PNCC is currently seeking expressions of interest in the appointment of a Customer Experience Programme Lead.

This role will develop and deliver a Customer Experience Programme which will enable all PNCC employees to demonstrate customer service excellence through a customer-centric approach to external and internal service delivery. The role will also be expected to promote skills and behaviours which ensure customer service delivery across the organisation is simple, quick, responsive, reliable and continuously improving.

Given that customer service is at the heart of everything PNCC does, it will be important for the appointee to apply this lens to their work with a wide range of internal stakeholders. In particular, a customer-centric, partnership approach in working with PNCC’s Transformation Manager will be crucial to success in this role. Preferred candidates will also have experience in the scoping, oversight and delivery of positive organisational change which, again, reflects a commitment to customer-led service and design.

To apply in strict confidence now, visit or email your cover letter and CV to quoting 656836sk. Applications close on 2 March 2020 at 8.00am. Emails will be electronically acknowledged and further correspondence may be by email.

For more information please phone Nicholas Buck on +64 27 474 5366.


Fixed Term

Job no: BKAS045754

Location: Manawatu, Palmerston North City

Closing Date: Tuesday, 3 March 2020