Napier City Council is in the midst of an exciting organisational redesign, reshaping how we deliver smarter, more connected services for our community. As part of these changes, we’re building capability and driving innovation across all areas of council — including how we deliver safe, reliable, and sustainable water services.

This newly created role marks a fresh, forward-thinking approach for Water Services. We’re putting a strong focus on helping our water stakeholders – from homeowners and developers to contractors and local businesses – navigate council processes with ease, creating experiences that are simple, responsive, and seamlessly connected, all while providing expert guidance at every step. To bring this vision to life, we’re seeking a dynamic Manager Customer Experience to lead customer-focused initiatives, empower a new multidisciplinary team, and deliver high-quality service and support across every touchpoint.

Reporting to the Head of Water Operations, this is a chance to lead during an exciting period of transformation, driving operational excellence and fostering a culture of collaboration, innovation, and customer focus.

Te Āheinga - The Opportunity

• Lead the customer services team, managing daily service delivery, staff coaching, and process improvements.
• Oversee customer communications, marketing initiatives, and engagement with residents, developers, and contractors.
• Manage new water connections, technical enquiries, and regulatory compliance, ensuring smooth service outcomes.
• Support administrative and reporting functions across Water Services, driving efficiency and continuous improvement.

He kōrero mōhou - About You

• Degree or qualification in Business Management, Communications, Engineering, or Water Services, with 7+ years’ experience in marketing, administration, or technical service delivery.
• Proven leadership experience, ideally in technical or regulatory environments, with a strong customer service focus.
• Excellent communication and interpersonal skills, with demonstrated expertise in relationship management.
• Strategic thinker with a focus on outcomes, continuous improvement, and sound knowledge of water services, regulatory frameworks, and compliance requirements.

Ngā painga mōhou - What we Offer

• 5 weeks annual leave after 2 years service
• Discounted Health Insurance Work Scheme + Eye Test Subsidy
• Retailer Discounts + Study assistance
• Employee Assistance Program (OCP)
• Quarterly values awards + Birthday vouchers + Social club
• Free flu vaccinations (annual)
• Ka Awatea Cultural Wānanga + NCC Kapa Haka
• Te Reo Māori language classes

You will be based in Napier and work 40 hours per week, Monday-Friday.

The annual salary package for this role is $130,100 to $153,100 (including KiwiSaver), with the final offer depending on your skills and experience.

Applications for this role close on 17 October 2025 however due to the highly competitive employment market we will be interviewing applications as we receive them and may close the role when we have found the right person. Please do not delay in making your application.

Kia mōhio mai - Please note

Napier City Council is moving toward a joint regional water entity under the Local Water Done Well reform. This means future changes to how water services are governed and delivered are likely, including potential shifts in organisational structure, reporting lines, and regional collaboration. Applicants should be comfortable working in a dynamic environment and open to evolving responsibilities as part of a larger, regional approach to water management.

He kōrero mō Te Kaunihera o Ahuriri - About NCC

At Napier City Council, we are proud to be an equal opportunity employer that values diversity. We welcome applicants from all backgrounds and work to make our hiring process fair and accessible. If you need any support or adjustments during your application or interview, let us know—we’re happy to help!

Our success is grounded in strong partnerships with Mana Whenua and Iwi, supported by our Māori Partnerships team, Te Waka Rangapū, which builds cultural capability through education and training.

Before you join, you’ll need to complete pre-employment checks (including drug testing, with some roles requiring health screening). As an NCC employee, you may also be called on to support Civil Defence emergencies when our community needs us most.

Please visit Napier City Council Careers website to see full job description

Job Description – Manager Customer Experience