Customer Experience Advisor

• Help improve the digital experience for our customers
• Support service design and customer experience
• Hybrid working options & wellbeing perks

About this role

We're looking for a passionate Customer Experience Advisor to join our Customer Communications & Engagement team. This is an exciting opportunity to help improve how our community and staff interact with Council through our websites, intranet and other digital channels.

You'll work across content, service journeys, digital channels and customer insights to ensure information and services are easy to find, accessible and simple to use. You'll also play an important role in helping Council continuously improve the way we deliver services online. If you're someone who enjoys solving problems, improving customer experiences and collaborating with people across an organisation, we'd love to hear from you.

What you'll do

No two days are the same. You'll work with teams across Council to:

• Improve digital content, customer journeys and online services.
• Use customer feedback, analytics and insights to identify opportunities for improvement.
• Apply service design thinking to create better experiences for customers and staff.
• Support and maintain Council's digital knowledge resources and information architecture.
• Create and publish accessible, customer-focused content.
• Work alongside communications, customer, digital and operational teams to deliver great outcomes.
• Help promote a digital-first, knowledge-led and continuous improvement culture.

What you'll bring

We're looking for someone who can combine digital expertise with a strong customer focus.

You'll ideally have:

• Experience working with customer platforms, websites, intranet platforms or digital channels.
• Knowledge of accessibility standards, digital content best practice and user experience principles.
• Experience using customer insights, analytics or feedback to drive improvements.
• Strong communication and relationship-building skills.
• A collaborative approach and the ability to work across multiple priorities.
• Experience with service design, customer journey mapping or continuous improvement initiatives.

Experience in local government, customer service improvement or knowledge management would be advantageous.

At Hutt City Council our vision is to build a connected, resilient and inclusive city where all of our people thrive — Kia noho mai tēnei tāone hei pou herenga waka, hei pou herenga kaupapa, hei wāhi whai hua ki hōna iwi.

Our council has bold and ambitious plans for Te Awa Kairangi ki Tai Lower Hutt. We are focused on responding to the needs and expectations of our communities, being flexible in our approach, growing our capability, and creating an inclusive and progressive work environment for our people.

What we offer

• Flexible and hybrid working arrangements
• Free access to Council pools
• Discounted memberships and insurance premiums
• Wellbeing support and initiatives
• Retail and lifestyle discounts
• Professional development opportunities
• Accredited Living Wage Employer
• The opportunity to make a genuine difference in your community

Applications

Applications close at 11.55pm on Thursday 2 July 2026.

Please note we may review applications before the closing date and encourage you to apply as soon as possible. We reserve the right to withdraw the advertisement at any time.

Job Details

Reference #

28246

Posted on

18 Jun 2026

Closes on

02 Jul 2026 12:03

Expertise

Customer service and contact centre, Digital, graphic and creative design

Work type(s)

Permanent full-time