Head of Customer Propositions & Experience

NZ Transport Agency Waka Kotahi; Auckland; Presencial; NZD 150.000 - 190.000; Jornada completa

Descripción de la vacante

NZ Transport Agency Waka Kotahi is seeking a Senior Customer/Proposition leader to join the Service Modernisation function as Customer Proposition Director. You will define future-state customer experiences, oversee the roadmap, and drive investment decisions that deliver simpler, digitally enabled services.

In this enterprise role, you will influence across Digital, Regulatory Services, Transport Services and operations, shaping outcomes, and ensuring customer-centric results.

Formación

• Proven experience defining future-state customer experiences and translating strategy into roadmaps.
• Strong understanding of digital-first and omnichannel service delivery.
• Strategic and systems thinking, with the judgement to navigate ambiguity and make complex trade-offs.
• Proven ability to use customer insight and performance data 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.
• An understanding of public sector accountability and government environment.

Responsabilidades

• Set and steward the strategic direction for NZTA’s customer propositions and future-state customer experience.
• Shape the Service Modernisation roadmap, aligning customer strategy with service design and digital channels.
• Prioritise initiatives to simplify journeys, increase digital uptake and improve compliance outcomes.
• Influence across Digital, Regulatory Services, Transport Services and operations to deliver value.
• Provide clear, evidence-based advice to senior leaders and governance forums on investments.

Conocimientos

Customer proposition

Product management

Customer experience

Service design

Digital transformation

Investment decisions

Executive influence

Stakeholder management

Descripción del empleo

NZ Transport Agency Waka Kotahi is seeking a Senior Customer/Proposition leader to join the Service Modernisation function as Customer Proposition Director. You will define future-state customer experiences, oversee the roadmap, and drive investment decisions that deliver simpler, digitally enabled services.

In this enterprise role, you will influence across Digital, Regulatory Services, Transport Services and operations, shaping outcomes, and ensuring customer-centric results.