CX & Insights Leader: Strategy, Service Design & Change

New Zealand Government; Wellington; Hybrid; NZD 140,000 - 190,000; Full time

Benefits offered by this job

Flexible working (up to 2 days from 홈)

Wellbeing programme incl. one paid day

Five weeks annual leave after two yrs

Professional development opportunities

Job summary

New Zealand Government seeks a senior leader to drive customer experience across strategy, insights and service design. You will work with the Chief Customer Officer to build a 고객-centric organisation and translate research into design and operational improvements.

The role focuses on creating a lasting customer-centric capability, partnering across divisions, and guiding investment decisions with customer insights at the core. Flexible working and growth opportunities are offered.

Qualifications

• Senior-level experience in customer experience, service design or customer strategy.
• Track record of establishing or maturing customer-focused capabilities.
• Strong ability to influence senior stakeholders across complex organisations.

Responsibilities

• Lead customer experience strategy, service design and customer insights.
• Oversee the Customer Reference Group planned from 2027.
• Translate customer understanding into action across design, digital and operations.

Skills

Customer experience leadership

Stakeholder management

Service design

Research to insight

Cross-functional collaboration

Job description

New Zealand Government seeks a senior leader to drive customer experience across strategy, insights and service design. You will work with the Chief Customer Officer to build a 고객-centric organisation and translate research into design and operational improvements.

The role focuses on creating a lasting customer-centric capability, partnering across divisions, and guiding investment decisions with customer insights at the core. Flexible working and growth opportunities are offered.