Senior CX Lead - Public Sector Service Design & Delivery

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

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.