Customer Proposition Director

New Zealand Government; Wellington; On-site; NZD 180,000 - 280,000; Full time

Job summary

New Zealand Government seeks a senior Customer Proposition Director to shape NZTA's customer propositions and future-state experiences across products and services. You will lead enterprise strategy, aligning customer strategy with service design and digital delivery, while navigating complex priorities across the organisation.

The role influences investment choices and governance across the Service Modernisation roadmap.

Qualifications

• Significant senior leadership experience across customer proposition, product management and customer experience.
• Proven ability to translate strategy into practical roadmaps, priorities and investment decisions.
• Strong understanding of digital-first and omnichannel service delivery and end-to-end journeys.
• Excellent communication and influencing skills with credibility at executive level.

Responsibilities

• Set the strategic direction for NZTA's customer propositions and future-state experience across customer-facing products and services.
• Shape the Service Modernisation roadmap by aligning customer strategy with product direction, service design and digital channels.
• Advise senior leaders on trade-offs, investments and governance for a modern, customer-centred organisation.

Skills

Senior leadership

Customer proposition

Product management

Customer experience

Service design

Digital transformation

Stakeholder influence

Job description

Shape the future of customer experiences across NZTASet the strategic direction for customer propositions, products and servicesSenior enterprise leadership opportunity driving service modernisationTe Whiwhinga mahi | The opportunityWe 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 tenei | About youTo 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 choicesStrong understanding of digital-first and omnichannel service delivery and end-to-end customer journeysStrong strategic and systems thinking, with the judgement to navigate ambiguity and make complex trade-offsProven ability to use customer insight, data and performance information to shape strategic decisionsHighly developed influencing and relationship management skills, with credibility at executive and senior leadership levelExperience developing robust business cases and influencing significant investment decisionsStrong communication skills and the ability to provide clear, persuasive advice to senior decision makers and governance forumsAn 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 matou | About usThe 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 pehea te tuku tono | How to applyPlease click 'Apply for this Job' to upload your CV and cover letter detailing your suitability.Ra Katinga | Applications close:Monday 16th NovemberFor further information, email: [e-mail] be considered for this position you must have a legal right to live and work in New Zealand.NZTA| 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.