Head of Customer

Livestock Improvement Corporation (LIC)

. Lead a cohesive, end-to-end customer experience strategy across all NZ Markets touchpoints and in partnership with LIC .

Posted 10/5/2026full-timeHamilton • New ZealandLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in leading customer experience strategies, driving measurable improvements, and fostering a customer-centric culture. Proven ability to influence stakeholders and align cross-functional teams to achieve strategic objectives.

Highest-signal resume keywords

Customer Experience StrategyCross-Functional Team LeadershipData-Driven InsightsCustomer-Centric CultureContact Centre Leadership

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Customer Experience DesignUX/UI OversightOKR EstablishmentPerformance ImprovementCustomer Feedback Mechanisms

Soft Skills

Clear CommunicationInfluencing SkillsTeam DevelopmentPartnership BuildingInnovative Mindset

Certifications & Qualifications

Relevant Tertiary Qualification

Industry Keywords

Customer OperationsSales AlignmentBrand CommunicationsContinuous ImprovementCustomer Insights

About the role

Key responsibilities & impact

Lead a cohesive, end-to-end customer experience strategy across all NZ Markets touchpoints and in partnership with LIC
Report to the GM NZ Markets
Lead 4 direct reports and a total team of approximately 65
Oversee CX Design, Research and Insights, UX/UI, Brand & Communications, Events, and the Customer Experience Call Centre
Champion a customer-centric culture and ensure interactions reflect the brand, strengthen relationships, and deliver measurable value
Align customer experience with sales, product, and service delivery
Define and deliver a forward-looking customer experience strategy aligned to LIC priorities
Use evidence and research to improve customer decisions
Lead, coach, and develop a high-performing team
Partner with Sales, Product, Marketing, Operations, and wider LIC teams
Establish and track OKRs and use data and insights for continuous improvement
Embed customer feedback mechanisms and translate insights into improvements
Support sales-team learning and development through training frameworks and tools
Oversee the Customer Experience Call Centre for high-quality, efficient, and future-ready service

Requirements

What you’ll need

Proven ability to lead, inspire, and align teams across functions and levels
Ability to set direction and translate strategy into tangible, measurable outcomes
Highly effective at building partnerships and influencing across diverse internal groups
Strong capability in leveraging insights to inform strategy and improve performance
Deep understanding of customer needs and passion for elevating every interaction
Clear, compelling communication skills with ability to influence at senior levels
Skilled at leading transformation and embedding new ways of working
Innovative and proactive continuous-improvement mindset
Proven success in customer strategy, or marketing and communications leadership role
Experience leading cross-functional teams and driving enterprise-wide initiatives
Strong track record of delivering measurable improvements in customer experience
Demonstrated ability to influence at senior leadership level and drive organisational alignment
Experience in contact centre leadership and/or customer operations environments preferred
Relevant tertiary qualification or equivalent experience
Ability to work at the Newstead office at least 3 days per week under flexible working arrangements

Benefits

Comp & perks

Extra leave days
Flexible working options
Discounted health, life, income and disability insurances
Employee shares scheme
Wellbeing discounts
Free onsite parking
Employee assistance programme
Competitive salary