Principal Advisor Customer Experience

Marketplace; Wellington; Hybrid; NZD 120,000 - 170,000; Full time

Benefits offered by this job

Staff Benefits

Job summary

NZ Qualifications Authority is seeking a Principal Advisor Customer Experience to lead CX projects from discovery through delivery. You will work across websites, portals, chatbots, and training programmes to turn insights into practical improvements for thousands of learners and users.

You will design and test solutions with prototyping, journey maps, and co-design workshops, coaching teams, and driving adoption across public and private sectors.

Qualifications

• 5+ years in CX, UX, product/service design roles, ideally in private sector or consultancy with public service exposure.
• Proven end-to-end delivery of CX initiatives and communicating research findings.
• Strong experience in customer/user research, journey mapping, and prototyping.
• Extensive experience in coaching, facilitation, and stakeholder engagement (buy-in).
• Clear written and oral communication skills.
• Knowledge of CX trends including AI and emerging tools.

Responsibilities

• Lead CX projects from discovery to delivery across websites, portals, chatbots, training, and support channels.
• Create customer journey maps, personas and service blueprints to shape decisions.
• Facilitate workshops and co-design sessions to align stakeholders and drive action.
• Build CX capability across the organisation through coaching and training.
• Work with frontline teams to executives to implement practical, testable solutions.

Skills

CX strategy

UX design

Service design

Customer research

Journey mapping

Prototyping

Facilitation

Stakeholder engagement

Storytelling

Workshop facilitation

Education

NZQA Level 7 qualification (desirable)

Tools

Figma

Miro

Adobe XD

Mural

Adobe Suite

Job description

# Principal Advisor Customer Experience at NZ Qualifications Authority, Wellington## Mō tēnei tūranga mahi | About this role**Location:** Wellington **Type:** Full-time | Permanent **Salary Band:** M1**Ready to turn customer insight into real impact?**NZQA is looking for a hands-on Principal Advisor Customer Experience (CX) who turns insight into action and delivers improvements customers can see and feel.You'll lead CX projects from discovery through to delivery. You'll talk to customers, uncover problems, design practical solutions, build them and make sure they work across our websites, portals, chatbot, training programmes and support channels.Working across digital, data, policy and operations, you'll turn customer insight into solutions that are useful, achievable and built to last.You're pragmatic and comfortable choosing progress over perfection. You know when a polished prototype is needed and when a hand drawn wireframe will get the job done.Your work will improve experiences for thousands of New Zealanders across the education sector. Real problems. Practical solutions. Meaningful impact.Whakatairangatia ngā kete o te mātauranga ki te ao mārama! E te tai whakarunga, e te tai whakararo, nau piki mai, nau kake mai ki te Mana Tohu Mātauranga o Aotearoa. *May the baskets of knowledge (education) be brought into the world of light. We welcome one and all to join us at the New Zealand Qualifications Authority.* **Mō te tūranga | About the role****What you need:*** A proven track record of delivering products and services that create measurable improvements for customers.* A practical, delivery focused CX mindset - you spot opportunities, make improvements and keep momentum moving. Progress over perfection is how you work.* Hands-on experience in service design, design thinking, co-design and customer research. You've applied these approaches in the real world - not just read about them.* A roll-up-your-sleeves attitude, with a focus on real outcomes rather than polished artefacts. You know when a quick sketch is enough to test an idea and move forward.* The ability to create customer journey maps, personas and service blueprints - and use them to shape decisions and action.* Strong storytelling and facilitation skills, with the ability to run engaging workshops and turn alignment into action.* The curiosity and determination to uncover the root cause of customer problems and the drive to fix it.* The confidence to work with everyone from frontline teams to executives, building trust and bringing people on the journey.* Confidence using tools such as Figma, Miro and Adobe XD to prototype and bring ideas to life.* A sound understanding of the public sector and how to get meaningful work delivered within it.You'll also build CX capability across the organisation, coaching teams, running training and embedding practical design practices that stick.If you're ready to roll up your sleeves and lead meaningful change, we'd love to hear from you!**He āhei āu | What you'll bring to the role****Knowledge, Skills and Experience****Essential*** 5+ years in CX, UX, product/service design roles, ideally in private sector or consultancy combined with some time in public service.* Proven experience in end-to-end delivery of CX initiatives and communicating research findings.* Strong experience in customer/user research, journey mapping, and prototyping skills.* Extensive experience in coaching, facilitation, and stakeholder engagement (including getting buy-in).* Clear written and oral communication skills.* Up-to-date knowledge of CX trends and technologies including AI and emerging design and research tools and platforms.* Demonstratable experience with tools such as Adobe suite, Figma, Miro or Mural, including creating wireframes, customer journeys and service blueprints.* Understanding of public sector context and government processes.* Ability to establish and build strong working relationships across and with groups.* Proven ability to develop trust and credibility with managers.* Ability to deliver with a drive to finish what has been started.* Demonstrable ability to facilitate co-design workshops.* Demonstrated ability to work with the business, understand their requirements and translate these into practical solutions.* Experience in team-building techniques and use of relevant diagnostic tools.* Experience operating in a consulting style environment at a senior level* Sound research, planning and project management skills* Experience or sound understanding of organisational change management**Qualifications*** Qualification at level 7 of the NZ Qualifications Framework in a discipline relevant to the work is desirable or equivalent work experience at a level commensurate with the position**Ngā Painga o NZQA | Why choose NZQA** Join NZQA and help lift quality and trust across Aotearoa New Zealand's education system through world‐class assessment, quality assurance and qualifications**.** We are passionate about ensuring learners' achievements are recognised, allowing people to fully participate in employment, society and their communities. NZQA is committed to lifelong learning and the diverse communities we serve. We welcome people from all backgrounds and provide a supportive environment for Māori and Pacific staff, including active networks that help guide and strengthen our strategic direction. Discover more about what we offer: NZQA Staff Benefits. **Pēhea te tono mai | How to apply**For more information about this role and NZQA please refer to the job description, NZQA's Customer Charter and Organisational Values. If you are applying/viewing through Seek, please click ‘apply now' to access these links.If you have any questions, please contact Dominic Doyle | [e-mail] close at **5pm Tuesday 10 November 2026**. We will review applications as they are received and may interview suitable candidates or close the vacancy before the closing date. We encourage you to apply early.**You must have the right to live and work in Aotearoa New Zealand to apply for this role****Apply now and help us shape experiences that qualify New Zealanders for the future world**