Senior CX Architect: Deliver Real Customer Impact

NZQA; Wellington; Hybrid; NZD 120,000 - 160,000; Full time

Job summary

NZQA is seeking a hands-on Principal Advisor Customer Experience to turn insights into tangible improvements across websites, portals, chatbots and training programmes. You will lead cross-functional CX projects from discovery to delivery, talking with customers to uncover problems and designing practical solutions that stick.

You'll coach teams, facilitate workshops, and turn root-cause analysis into meaningful improvements for thousands of learners in Aotearoa New Zealand.

Qualifications

• 5+ years in CX, UX, product/service design roles with public sector or consultancy exposure.
• End-to-end delivery of CX initiatives and communicating research findings.
• Experience in user research, journey mapping, and prototyping.
• Coaching, facilitation and stakeholder engagement experience.
• Strong written and oral communication skills.
• Knowledge of CX trends and technologies including AI.
• Experience with design tools such as Adobe, Figma, Miro or Mural.
• Understanding of public sector context and government processes.
• Ability to build trust and work with diverse groups.
• Experience in consulting-style environments at senior levels.

Responsibilities

• Lead CX projects from discovery through to delivery.
• Talk to customers, uncover problems, design practical solutions.
• Prototype and test ideas using sketches or wireframes.
• Coordinate across websites, portals, chatbot, training and support channels.
• Coach teams and embed practical design practices across the organisation.

Skills

CX/UX design

End-to-end delivery

User research

Journey mapping

Prototyping

Coaching & facilitation

Stakeholder engagement

Communication skills

Public sector knowledge

Education

NZQF Level 7 qualification

Tools

Adobe Suite

Figma

Miro

Mural

Job description

NZQA is seeking a hands-on Principal Advisor Customer Experience to turn insights into tangible improvements across websites, portals, chatbots and training programmes. You will lead cross-functional CX projects from discovery to delivery, talking with customers to uncover problems and designing practical solutions that stick.

You'll coach teams, facilitate workshops, and turn root-cause analysis into meaningful improvements for thousands of learners in Aotearoa New Zealand.