Director, Customer Propositions & Service Modernisation

NZ Transport Agency Waka Kotahi; Wellington; On-site; NZD 180,000 - 260,000; Full time

Job summary

NZ Transport Agency Waka Kotahi is seeking a senior Customer Proposition Director to lead the strategic direction for customer propositions and future-state customer experiences across NZTA’s products and services.

You will shape the Service Modernisation roadmap, steward the customer strategy, and influence investment decisions with senior leaders and governance forums to deliver a modern, customer-centred organisation.

Qualifications

• Future-state CX roadmaps and translating strategy into practical roadmaps and investment choices.
• Digital-first and omnichannel service delivery and end-to-end customer journeys.

Responsibilities

• Define and steward the strategic direction for customer propositions across NZTA.
• Shape the Service Modernisation roadmap, aligning product, design and channels.
• Influence investment decisions and governance forums for delivery.
• Lead cross-organisational collaboration to create simpler customer journeys and improved digital uptake.

Skills

Senior leadership

Customer proposition

Product management

Digital transformation

Stakeholder influence

Job description

NZ Transport Agency Waka Kotahi is seeking a senior Customer Proposition Director to lead the strategic direction for customer propositions and future-state customer experiences across NZTA’s products and services.

You will shape the Service Modernisation roadmap, steward the customer strategy, and influence investment decisions with senior leaders and governance forums to deliver a modern, customer-centred organisation.