Senior CX Lead for Public Sector Services

New Zealand Qualifications Authority; Wellington; On-site; NZD 120,000 - 160,000; Full time

Benefits offered by this job

NZQA Staff Benefits

Job summary

New Zealand Qualifications Authority (NZQA) is seeking a hands-on Principal Advisor Customer Experience to turn customer insights into practical improvements across websites, portals, chatbot, training programmes and support channels. You will lead CX projects from discovery to delivery, designing solutions that are useful, achievable and built to last.

You will collaborate across digital, data, policy and operations to deliver measurable improvements that impact thousands of learners and staff

Qualifications

• 5+ years in CX, UX, or product/service design roles, ideally in private sector or consultancy with public service time.
• Proven end-to-end delivery of CX initiatives with research findings communication.
• Strong experience in journey mapping, prototyping, and user research.
• Extensive coaching, facilitation, and stakeholder engagement experience.

Responsibilities

• Lead CX projects from discovery through delivery across platforms.
• Create customer journeys, personas and service blueprints to shape decisions.
• Facilitate engaging workshops and co-design sessions to align cross-functional teams.
• Turn customer insights into practical, shippable improvements.
• Build CX capability through coaching and training across the organisation.
• Collaborate with frontline teams and executives to drive meaningful change.

Skills

CX experience

UX design

Product design

Stakeholder engagement

Facilitation

Co-design workshops

Storytelling

Prototyping

Public sector knowledge

Education

NZQA Level 7 qualification or equivalent

Tools

Figma

Miro

Adobe XD

Mural

Adobe Suite

Job description

New Zealand Qualifications Authority (NZQA) is seeking a hands-on Principal Advisor Customer Experience to turn customer insights into practical improvements across websites, portals, chatbot, training programmes and support channels. You will lead CX projects from discovery to delivery, designing solutions that are useful, achievable and built to last.

You will collaborate across digital, data, policy and operations to deliver measurable improvements that impact thousands of learners and staff