Customer Proposition Director

Waka Kotahi NZ Transport Agency; Wellington, Auckland; Remoto; NZD 180.000 - 240.000; Tempo pieno

Descrizione del lavoro

Waka Kotahi NZ Transport Agency seeks a seasoned Customer Proposition Director to set the strategic direction for customer propositions and digital experiences across NZTA. The role leads service modernisation and shapes the customer journey across products and services, guiding investment decisions and governance discussions.

Based in Wellington, you will influence Digital, Regulatory Services and frontline teams to deliver simple, joined-up, digital-enabled customer experiences that meet

Competenze

• Significant senior leadership experience in customer proposition, product or service delivery.
• Proven ability to translate strategy into practical roadmaps and investment decisions.
• Strong understanding of digital-first, omnichannel service delivery and end-to-end journeys.
• Ability to use customer insights and performance data to shape strategy.

Mansioni

• Shape the Service Modernisation roadmap and the enterprise customer proposition direction.
• Set and steward the strategic outcomes for NZTA customer-facing products and services.
• Prioritise initiatives to simplify journeys, increase digital uptake and improve compliance outcomes.
• Advise senior leaders and governance forums on choices and investments.
• Influence across Digital, Regulatory Services and other functions to deliver modern, customer-centred services.

Conoscenze

Senior leadership

Customer proposition

Product management

Customer experience

Service design

Digital transformation

Service modernisation

End-to-end customer journeys

Strategic thinking

Influencing senior leaders

Business cases

Communication

Te Tiriti o Waitangi understanding

Descrizione del lavoro

Customer Proposition DirectorWe use cookies to give you the best online experience.# Current vacancies## Customer Proposition DirectorApply: Wellington: Auckland: Full time: Posted Today: End Date: November 17, 2026 (13 days left to apply): JR-0000013700* Shape the future of customer experiences across NZTA* Set the strategic direction for customer propositions, products and services* Senior enterprise leadership opportunity driving service modernisation **Te Whiwhinga mahi | The opportunity**We have an exciting opportunity for an experienced senior customer, product or service leader to join our Service Modernisation function as **Customer Proposition Director**. This is a significant enterprise leadership role responsible for setting and stewarding the strategic direction for NZTA’s customer propositions and future-state customer experience across our customer-facing products and services. You will define what we should offer our customers, the value those propositions should create and the outcomes they need to deliver. Working across the organisation, you will shape the Service Modernisation roadmap, bringing together customer strategy, proposition and product direction, service design, digital channels and operational delivery. You will help prioritise and sequence initiatives to create simpler customer journeys, increase digital uptake, improve compliance outcomes, reduce the cost to serve and deliver better service performance. You will operate at an enterprise level, influencing across Digital, Regulatory Services, Transport Services, System Leadership and operational teams. You will navigate complex dependencies and competing priorities, broker strategic trade-offs and provide clear advice to senior leaders and governance forums on the choices and investment required to deliver a modern, efficient and customer-centred organisation. The role also has significant influence over investment choices across the Service Modernisation roadmap. Click here to view the position description. **Ko koe tēnei | About you**To be successful in this role, you will bring significant senior leadership experience across areas such as customer proposition, product management, customer experience, service design, digital transformation, service modernisation or complex service delivery. You will also bring:* Proven experience defining future-state customer experiences and translating strategy into practical roadmaps, priorities and investment choices* Strong understanding of digital-first and omnichannel service delivery and end-to-end customer journeys* Strong strategic and systems thinking, with the judgement to navigate ambiguity and make complex trade-offs* Proven ability to use customer insight, data and performance information to shape strategic decisions* Highly developed influencing and relationship management skills, with credibility at executive and senior leadership level* Experience developing robust business cases and influencing significant investment decisions* Strong communication skills and the ability to provide clear, persuasive advice to senior decision makers and governance forums* An understanding of public sector accountability, Te Tiriti o Waitangi and the wider machinery of government environment. This is an opportunity to have a significant influence on how customers interact with NZTA now and into the future, helping create services that are increasingly simple, joined-up, digitally enabled and centred around customer needs. **Ko wai mātou | About us**The Customer and Services group delivers transactional products and services that support the effective operation of New Zealand's land transport system. We work to make services simple, easy to use and effective, while continually improving the experience of people interacting with NZTA. The Service Modernisation function leads an agency-wide programme of continuous modernisation and improvement, championing a customer-centric, digitally enabled future. Working closely with Digital and other teams across NZTA, we are enhancing our channels, increasing automation and delivering technology-enabled solutions that support our wider customer strategy. **Me pēhea te tuku tono | How to apply**Please click **‘Apply for this Job’** to upload your CV and cover letter detailing your suitability. **Rā Katinga | Applications close:**16 November 2026For further information, email: [e-mail] be considered for this position you must have a legal right to live and work in New Zealand.Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.