Customer Proposition Director

New Zealand Transport Agency; Wellington; On-site; NZD 180,000 - 260,000; Full time

Job summary

Waka Kotahi NZ Transport Agency is seeking a senior Customer Proposition Director to shape the future of customer experiences across NZTA’s products and services. You will set strategic direction, drive cross‑functional roadmaps and influence investment to deliver simpler, digital, customer‑centred journeys.

The role requires extensive experience in customer proposition, product leadership and digital transformation, with a track record of executive‑level influence and robust business case

Qualifications

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

Responsibilities

• Set and steward the strategic direction for NZTA’s customer propositions and experiences.
• Shape the Service Modernisation roadmap across digital channels, service design and operations.
• Broker strategic trade-offs and influence investment decisions at governance levels.
• Lead cross‑organisational collaboration to improve customer journeys and service performance.

Skills

Senior leadership

Customer proposition strategy

Product management

Customer experience design

Digital transformation

Strategic planning

Executive stakeholder influence

Job description

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.

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.

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.

Applications close: 16 November 2026

For further information, email: [e-mail]

To 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.

About us

At Waka Kotahi NZ Transport Agency, it all starts with our people. The organisation's performance and success depends on the people who choose to make this a great place to work and make a difference for Aotearoa. Waka Kotahi has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years time.