Auckland Council
Auckland Council governs and manages Auckland's local services, facilities, and community needs.
1 days ago
Intermediate (4-7 years), Expert & Leadership (13+ years), Experienced (8-12 years)
Full Time
Howick, Auckland Region, New Zealand
Hybrid
Company Size
10,000 Employees
Service Specialisms
Sector Specialisms
Description
stakeholder engagement
customer voice
impact assessment
readiness planning
channel coordination
service enablement
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.
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.
- Collaborate with senior leaders and stakeholders to ensure the customer voice shapes decision making
Requirements
project management
stakeholder engagement
communication
service readiness
customer impact
proactive
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.
- 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
- Ability to assess customer, operational, and system impacts and support service readiness activities
- 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
Benefits
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.
- Permanent, full-time role with flexible hybrid working at the heart of Auckland Council’s service delivery
Training + Development
Interview process
Visa Sponsorship
Security clearance
Overview
2010
Year Established
The organization was founded in 2010 to oversee the growth and development of New Zealand's largest city.
Over 1 Million
Impact Metrics
The Council's services affect over 1 million residents annually.
10 Years
First Decade Impact
In its first decade, the Council spearheaded numerous infrastructure projects addressing rapid population growth.
Large-Scale
Urban Renewal Projects
Significant efforts have been directed toward large-scale urban renewal programs and public transportation developments.
- The Council ensures the delivery of a wide range of local services, including public transport, water management, and community facilities.
- It operates across multiple sectors, including urban development, transportation, utilities, and environmental services.
- Auckland Council has been instrumental in shaping the city’s sustainability initiatives and long-term planning strategies.
- The Council’s work delivers everything from parks and libraries to waste management and housing.
- Notable projects include the development of public transportation networks and enhancing green spaces.
- Auckland's unique location as a coastal city drives the Council's focus on managing marine and water resources sustainably.
Culture + Values
- Atawhai | Kindness, generosity
- Kotahi | Strength in diversity
- Auaha | Creativity, innovation
- Pono | Integrity
- Taonga tuku iho | Future generations
Environment + Sustainability
50% by 2030
Greenhouse Gas Reduction
Target to reduce greenhouse gas emissions by 50% by 2030 compared to 2016 baseline.
Net Zero by 2050
Emissions Goal
Aim to achieve net zero emissions by 2050, aligning with global climate targets.
94% Reduction
Per-Capita Emissions
Projected 94% reduction in per-capita emissions by 2050 compared to 2016 levels.
50% to 94%
Decarbonisation Pathway
Projected decarbonisation pathway showing a 50% reduction by 2030 and 94% reduction by 2050.
- Eliminate reliance on gas heaters and increase renewable energy use in new and existing buildings.
- Enhance public transport, cycling, and walking infrastructure to reduce private vehicle use.
- Implement waste reduction strategies across food, paper, plastic, and wood waste streams.
- Promote reforestation and sustainable land-use practices to enhance carbon capture.
- Transition to electric vehicles and zero-emission public transport systems.
- Initiatives underway include forest planting, gas boiler phase-out, and office consolidation.
Inclusion & Diversity
- Ethnic Communities Advisory Panel advises on regional strategies, policies and plans based on ethnic community experience
- Pacific Peoples Advisory Panel provides guidance to improve outcomes and engagement with Pacific cultures
- Independent Māori Statutory Board ensures adherence to Treaty of Waitangi and promotes Māori interests
- Council focus: "Recognise, value and celebrate Aucklanders\' differences as a strength" within Auckland Plan
- Diverse advisory panels reflect strategic commitment to culturally responsive policymaking