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Lead the design, development and coordinated implementation of a network, with customer experience to the fore.

Manager, Metlink Network and Customer

Metlink’s role is to plan, develop, promote and deliver public transport services and supporting infrastructure for the Wellington region. Improvements to the public transport system have been ongoing and sustained. Against a backdrop of significant transformational changes to the network, Metlink continues to implement and optimise performance and customer experience, through robust governance, stakeholder engagement, and improving capability and capacity.

The organisation now has an unprecedented opportunity to deliver a world-class public transport service, through aligning its internal operating model to deliver on customer expectations.

This has resulted in the creation of 5 pivotal leadership positions.

Reporting to the Metlink General Manager, the Manager Metlink Network and Customer will lead the design, development and coordinated implementation of the network, using innovative thinking to ensure products and services are designed for the customer and with the customer experience in mind.

It is envisaged that candidates for this position will have experience related to public transport.

Key responsibilities will include;

  • Ensuring an integrated design and planning approach across network modes, services and channels, meets the public transport outcomes, developing a framework for those design processes, (including modelling) to identify impacts of change, and provide a robust, efficient and effective design modelling process for service changes;
  • Developing the Group Customer Strategy, with input and guidance from the Strategy and Investments team, to drive all customer activity, with customer insights integrated across the Group through providing a voice of the customer, and influencing, educating and empowering Group teams to own the customer experience;
  • Ensuring network design is informed by robust customer data, not opinion and anecdotal evidence, and delivering a partnership approach with Operators in relation to timetable development with more structured management of timetable and rosters

While operating in accordance with regional planning, strategies and policies, you have the unique opportunity to influence and incorporate the voice of the customer, to ensure ongoing network development and design, meets their needs.

As an experienced people leader, you will take an organisational perspective and approach, collaborating internally to achieve the desired culture, making sound business decisions, and taking ownership of leading and managing people. You will promote organisation-wide interests and be comfortable managing change.

Ideally, candidates will have a relevant tertiary qualification and have a background of success in a complex organisation that requires visible and connected leadership.

This search process is being managed by SWR Group on Metlink’s behalf. To apply for this role, please send your CV and covering letter to quoting reference no. 3080368. Alternatively, to find out more contact Tony Walsh on 029 271 1101 or Graeme Sandri on 029 248 8502.

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