Customer Segment Leader at Inland Revenue Te Tari Taake, Wellington - Wairarapa

Mō tēnei tūranga mahi | About this role

Ara Whiwhi Mahi - The opportunity 

The Customer Segment Leader role is an important position, central to Inland Revenue's compliance priorities, focusing on micro businesses and community engagement to improve compliance, reduce debt, and enhance customer experience.

This is a unique and important opportunity to lead a segment that is integral to Inland Revenue's compliance priorities; supporting micro businesses and communities to meet obligations, reduce debt, and improve voluntary compliance.

The Customer Segment Leader will:

• Set and deliver the segment strategy to improve compliance and customer experience
• Lead early-intervention approaches to prevent debt escalation and accelerate recovery
• Integrate community engagement and external relationships into compliance programmes and work plans across customer types and segments
• Use analytics, data and intelligence to target risk and measure impact
• Inspire and develop a high-performing leadership team 
• Effect a change of culture to embrace proactive compliance and system thinking

Mōu - About you

To be successful in this role you will:

• Be an experienced senior leader with expertise, and a strong track record, in legal, regulatory or investigative environments
• Have proven strengths in strategic thinking, data-driven decision-making, and the ability to lead transformational change.
• Role model behaviours in using collective leadership to achieve organisational outcomes
• Understand the challenges faced by micro businesses and embed community engagement into compliance strategies
• Have significant 'leader of leaders' experience
• Have a proven ability to lead change and deliver measurable outcomes
• Show a willingness to innovate using AI where appropriate
• Be able to illustrate strong stakeholder engagement and cultural competence

Mō mātou - About us 

The Micro Business and Community Segment functions to deliver a stronger, more integrated approach to compliance for micro businesses and community-based stakeholders, including in the Māori and Tax Agent communities, service providers and community groups.

This segment links customer engagement and compliance activities to enable effective early interventions that prevent debt escalation and improve voluntary compliance through targeted campaigns, smarter use of insights, and joined-up planning.

IR is committed to building an inclusive workplace free from inequalities, where all our people are valued, respected and feel supported to reach their full potential. 

Tono mai - Apply here

If this opportunity appeals, please apply with your resume and cover letter outlining how this aligns to your skills and experience. For more information about the role or team contact Adele Jecentho via email at adele.jecentho@ird.govt.nz

Applications close at  5pm on Thursday, 19 February 2026.