He angitūtanga: The opportunity

Auckland Council is excited to announce the newly created Implementation Lead (internally referred to as Project Lead) within our Customer Experience & Digital Services function. This is a unique opportunity to lead the design and implementation of an innovative, customer-centric operating model that will transform service delivery across the Auckland Council Group.

Te hiranga o tēnei mahi: Why this role matters

Group Shared Services is a newly created department established to integrate common functions and technologies across the Auckland Council Group, eliminating duplication and ensuring consistent, scalable, resilient, secure, and high-quality shared services. As Project Lead, you will lead the project for your functional area, assisting your GM to implement a leading practice group customer experience function which enables equitable service provision to Auckland Council Group entities. This is your chance to lead service transformation that enables equitable access and support for our people across the Council Group. We are working to build shared services that empower all staff — regardless of department, role, or location — to thrive.

Ngā kawenga matua: Key responsibilities

•    Take charge of the planning, execution, and delivery of an innovative group model for customer experience and digital services, ensuring successful 
       implementation across the group.
•    Lead the design of a customer-focused operating model, applying human-centered design principles to continuously innovate and improve services.
•    Lead the creation of business cases, ensuring alignment with strategic goals and the realisation of project benefits.
•    Manage a cross-functional project team, providing clear direction and support to ensure project goals are met and outcomes are achieved.
•    Develop and maintain strong relationships with internal and external stakeholders, ensuring effective communication and collaboration throughout the project lifecycle. 

To view full position description: click here

He kōrero mōu: About you

We are seeking a candidate with a proven track record in leading customer experience or digital transformation projects. You should have strong strategic thinking skills, with the ability to manage complex projects, drive innovation, and inspire cross-functional teams. Expertise in human-centered design and a customer-focused approach are essential, along with experience in project management, stakeholder engagement, and benefits realisation. The ability to deliver business cases and achieve measurable outcomes is key. 

You’ll bring experience in leading internal service design, customer experience, or ldigital transformation projects — ideally within large and complex organisations.
You’ll be a strategic thinker with the ability to guide cross-functional teams, build strong internal relationships, and lead initiatives that centre the needs of diverse staff. You understand the value of human-centred design and inclusive service principles in creating equitable internal systems and experiences.

We’re particularly interested in people who:
•    Are comfortable navigating complexity and working collaboratively across departments
•    Can align service design and business cases to strategic goals and measurable outcomes

Preferred experience includes:
•    Leading complex transformation or service improvement projects
•    Applying human-centred and inclusive design approaches
•    Familiarity with methodologies such as Prince2 or PMP (formal certification is welcome but not essential)
•    A tertiary qualification in project management, human-centred design, business, or a related field is helpful — but equivalent experience is also valued

Ngā āhuatanga kei a mātou: What we offer 

At Auckland Council, you will join a dynamic, supportive environment where your mahi (work) will directly impact the lives of over 1.5 million Aucklanders. We offer flexible working conditions, a focus on well-being, and a culture of continuous improvement. 
 

If you are passionate about delivering exceptional customer experiences, driving innovation, and making a lasting impact, we encourage you to apply for this exciting opportunity. Together, we can create an Auckland we can all be proud of.

Tono Mai: Apply Now!
Application close date: Sunday 18th May 2025
Contract: Fixed term opportunity December 2026
 

Auckland Council is an equal opportunity employer (EOE). We serve the diverse communities of Tāmaki Makaurau so encourage applications from everyone regardless of gender, ethnicity, age,  educational background or religious belief, and from those who are disabled and/or neurodivergent. We are committed to making our hiring process accessible to everyone. If you need any adjustments at any stage of the recruitment process, please let us know..