Director, Customer Propositions & Service Modernisation

NZ Transport Agency Waka Kotahi; Auckland; Vor Ort; NZD 180.000 - 260.000; Vollzeit

Zusammenfassung

NZ Transport Agency (Waka Kotahi) seeks a senior leader to own the customer proposition strategy across our customer-facing products and services. You will shape the future customer experience, define value, and guide investment choices to deliver a modern, customer-centred organisation.

Working across Digital, Regulatory Services, Transport Services and operations, you will align strategy, roadmaps and governance, driving simpler journeys, higher digital uptake and better service performance.

Qualifikationen

• Senior leadership experience across customer proposition, product management, customer experience or service design.
• Experience translating strategy into practical roadmaps, priorities and investment choices.
• Understanding of digital-first and omnichannel service delivery and end-to-end journeys.
• Ability to influence senior leaders and governance forums with clear, persuasive advice.

Aufgaben

• Define and steward the strategic direction for NZTA's customer propositions and future-state customer experience across products and services.
• Shape the Service Modernisation roadmap, aligning customer strategy, proposition and product direction with service design, digital channels and delivery.
• Prioritise initiatives to create simpler journeys, increase digital uptake, improve compliance, and reduce cost to serve.
• Influence investment choices across the Service Modernisation roadmap and provide advice to governance forums.

Kenntnisse

Senior leadership

Customer proposition

Product management

Customer experience

Service design

Digital transformation

Strategic thinking

Influencing and stakeholder management

Investment governance

Executive communication

Jobbeschreibung

NZ Transport Agency (Waka Kotahi) seeks a senior leader to own the customer proposition strategy across our customer-facing products and services. You will shape the future customer experience, define value, and guide investment choices to deliver a modern, customer-centred organisation.

Working across Digital, Regulatory Services, Transport Services and operations, you will align strategy, roadmaps and governance, driving simpler journeys, higher digital uptake and better service performance.