Customer Experience Lead (EOI - Late 2026)

About the Role RUC on Rails operates a coordinated brand ecosystem supporting New Zealand’s transition to full digital Road User Charges. Our brands include: RUC Pass – OTC retail distribution RUC Warehouse – Bulk purchasing platform RUC Compare – Provider comparison marketplace RUC Hub – Information and data platform Customer experience across our brand ecosystem is interconnected. Friction in one platform can impact perception and trust across all others. Our support environment is heavily automated and built on proprietary internal systems. The Customer Experience Lead will oversee this environment across all brands, ensuring automation remains effective, escalations are managed appropriately, and customer friction is systematically reduced. This is a systems-focused leadership role. It is not a front-line call centre position. You will lead a small support team while continuously improving the technology and workflows that underpin customer experience across our brand ecosystem. What You’ll Be Responsible For You will oversee customer experience performance across RUC Pass, RUC Warehouse, RUC Compare, and RUC Hub. This includes: Managing and mentoring the customer support team across all brands Overseeing escalation handling, dispute resolution, and complex cases Managing fraud-related customer interactions and risk patterns Monitoring chargeback exposure and dispute trends Continuously refining automated support systems and internal workflows Analysing customer journey friction across platforms Identifying automation and tooling improvements Collaborating with engineering to enhance proprietary support systems Ensuring consistent communication standards across all brand touchpoints Your responsibility is not volume handling. It is system integrity and experience quality across our brand ecosystem. Technical Expectations This role requires strong technical literacy. You must: Understand how automation-driven support systems operate Be comfortable working with proprietary internal tools Recognise system limitations and technical trade-offs Interpret operational dashboards and performance metrics Work effectively alongside engineering to improve tooling You are not required to code. However, you must be comfortable operating in a technology-first environment. AI-native capability is mandatory. We use LLM-assisted workflows extensively across our customer systems. You must be confident leveraging AI tools to analyse patterns, improve processes, and reduce manual workload. #J-18808-Ljbffr