Channel Impact Advisor

•    Permanent, full-time role with flexible hybrid working at the heart of Auckland Council’s service delivery
•    Impactful role supporting service readiness and customer experience outcomes 
•    Collaborate with senior leaders and stakeholders to ensure the customer voice shapes decision making

He angitūtanga: The opportunity
Auckland Council’s Group Shared Services’ Customer Experience and Digital Services division has an exciting opportunity for a Channel Impact Advisor to help shape service delivery across the organisation. 

In this role, you’ll represent Customer Experience & Digital Services on enterprise initiatives, working closely with the Senior Channel Impact Advisor, Customer Experience & Digital Services Leads, and the wider Channel Excellence team. You’ll help ensure customer and customer-facing teams voices are considered, operational impacts are anticipated, and service improvements are embedded into business processes.

In this role, you’ll work closely with business partners across Auckland Council and Auckland Transport to ensure CX&DS has the right information, at the right time, to effectively support customer enquiries. You’ll act as a central point of contact for updates, initiatives, and changes that may impact customer channels — helping us prepare, plan, and respond confidently.

You’ll assess upcoming projects, operational changes, and major events and help translate these into clear impacts, readiness actions, and capacity considerations for our contact centre and customer-facing teams.

Working alongside subject matter experts and the Channel Excellence team, you’ll help ensure changes are fit-for-purpose, customer impacts are understood, and services are ready to go live.

He kōrero mōu: About you
You’re a proactive, organised advisor who thrives in a fast-moving environment and enjoys bringing clarity to complexity. You’re comfortable juggling multiple priorities, working through ambiguity, and staying action focused.

You’ll bring:
•    Experience supporting projects, service changes, or operational improvements
•    Strong stakeholder engagement skills, acting as a trusted point of contact between teams and subject matter experts for information, updates, and service changes
•    The ability to assess customer, operational, and system impacts, and support service readiness activities
•    A project-management mindset, with the ability to plan, track, and coordinate readiness activities
•    Strong communication skills, able to translate complex or technical information into clear, practical insights

We encourage you to apply even if you don’t meet every requirement listed. What matters most is your ability to contribute to a purpose-driven environment where diverse experiences are 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 1.7 million Aucklanders. We offer flexible working conditions, a focus on well-being, and a culture of continuous improvement.

We are proud to be recognised for our commitment to diversity, equity and inclusion. We are accredited by GenderTick, a signatory of the Pride Pledge. These commitments reflect our ongoing efforts to create a workplace where all staff feel valued, respected, and empowered to thrive. 

Together, we can create a Tāmaki Makaurau we can all be proud of. As part of our organisation, please view a range of our: benefits

Tono Mai: Apply Now!

Applications close Sunday 8th February at 11.59PM

Click here to access the Position description.

Auckland Council is an equal opportunity employer. We serve the diverse communities of Tāmaki Makaurau and welcome applications from people of all backgrounds - regardless of gender, ethnicity, age, educational background, or religious beliefs. We also welcome applications from our Rainbow communities as well as disabled and neurodivergent people. We are committed to making our hiring process accessible to everyone. If you require any support or adjustments at any stage of the recruitment process, please let us know.