Customer Experience and Service Design Manager

Lead customer experience and service design across KiwiRail’s Passenger business, with a major focus on shaping and preparing the future Interislander experience for the Ferry Replacement Programme. Manage and coach a specialist team while developing connected customer journeys, service blueprints, standards, trials, and operational requirements in collaboration with customers, frontline teams, and cross-functional stakeholders.

Responsibilities

• Lead customer experience and service design across KiwiRail’s Passenger business, with a major focus on shaping and preparing the future Interislander experience for the Ferry Replacement Programme. Manage and coach a specialist team while developing connected customer journeys, service blueprints, standards, trials, and operational requirements in collaboration with customers, frontline teams, and cross-functional stakeholders.

Requirements

• Requires strong experience in customer experience, service design, customer strategy, or service transformation, including translating customer insight into practical end-to-end journeys and operational outcomes. Candidates should bring hands-on service-design capability, people leadership, strong communication and stakeholder-influencing skills, and the ability to balance customer needs with operational feasibility and commercial priorities.

Key Skills