Customer Experience Lead

Help keep KiwiRail on the right track by creating better journeys for our customers.

• Location, central Auckland
• Competitive salary + great benefits
• Support meaningful change

Position Description

He kōrero mō mātou | About us:

At KiwiRail, we're building stronger connections for a better New Zealand. For more than 150 years, we've connected communities, moved freight across the country, and supported businesses to grow through sustainable transport.

Our purpose is Stronger Connections, Better New Zealand. Every day, our people work together to deliver safe, reliable services that make a positive difference for our customers and communities. Health, safety, and wellbeing are at the heart of everything we do, and we believe great customer experiences are built through collaboration, curiosity, and continuous improvement.

He whakamārama mō te tūranga mahi | About the role:

As our Customer Experience (CX) Lead, you'll help shape how KiwiRail Freight delivers great experiences for our customers.

Working alongside the Head of Customer Experience, you'll lead customer experience, service design, and customer insight initiatives that improve the way customers interact with KiwiRail. You'll work with teams across the business to understand customer needs, identify opportunities, and turn insights into practical improvements.

You'll conduct customer research, facilitate journey mapping, and prototype services to simplify customer experiences, influence business decisions, and support meaningful change. This is an opportunity to make a real impact by ensuring customer thinking is embedded into projects, operations, and future planning.

Ngā pukenga e rapu nei mātou | What you will bring:

We're looking for someone who enjoys working across teams, understands complex organisations, and can turn customer insights into practical outcomes.

You'll bring:

• Experience leading customer experience, service design, or business transformation initiatives. B2B preferred.
• Strong knowledge of customer journey mapping, human-centred design, and service design methodologies.
• Experience using customer research and insights to influence decisions and improve services.
• Familiarity with customer measurement frameworks such as NPS and CES. Familiarity with Voice of Customer (VoC) programmes, and operational performance measures.
• Confidence building relationships with stakeholders from frontline teams through to senior leaders.
• Strong facilitation, communication and, stakeholder engagement skills.
• A collaborative approach and a commitment to creating positive customer outcomes.
• Commercial awareness and the ability to balance customer, operational and business priorities.
• A commitment to health, safety and continuous improvement.

Ideally, you'll also have:

• A degree in Business, Marketing, Design, or a related discipline, or 5+ years equivalent experience.
• Qualifications or experience in service design, Lean, Agile, or behavioural science.

Nōu te rourou | What’s in it for you:

At KiwiRail, you'll join a team that's committed to making a lasting difference for New Zealand.

In return, you'll enjoy:

• A competitive salary and employee benefits
• Opportunities to lead meaningful, enterprise-wide customer initiatives.
• Ongoing professional development and career growth.
• The chance to work alongside experienced leaders across a diverse national business.
• A collaborative and supportive team environment.
• The opportunity to help shape the future of customer experience across KiwiRail Freight.

Kua rite, kia rite | Ready to Make a Difference?

If you're passionate about improving customer experiences, influencing positive change, and helping build stronger connections across New Zealand, we'd love to hear from you.

Apply online with your CV and cover letter.

KiwiRail is committed to creating an inclusive workplace where everyone feels valued and respected. We welcome applications from people of all backgrounds, experiences, and abilities. 

Me pēhea te tuku tono | How to Apply

Submit your CV and cover letter online. If you’re a current KiwiRail employee, please apply using your internal profile.

Rā aukati | Applications close: 19 July 2026 (unless filled sooner)