Senior CX Leader – Deliver Real Public-Sector Impact

New Zealand Government

Wellington

On-site

NZD 90,000 - 130,000

Full time

3 days ago

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Job summary

New Zealand Qualifications Authority (NZQA) is seeking a hands-on Principal Advisor Customer Experience to turn insight into action. You will lead CX projects from discovery through delivery, talking to customers, uncovering problems, and designing practical solutions across websites, portals, chatbot, training programmes and support channels.

You'll work across digital, data, policy and operations to deliver meaningful improvements for learners and users, with a pragmatic, roll-up-your-sleeves

Qualifications

5+ years in CX/UX/product or service design roles, including public sector exposure.
Proven end-to-end delivery of CX initiatives and translating research into actionable improvements.
Strong user research, journey mapping and prototyping skills.
Experience coaching, facilitation and stakeholder engagement, including gaining buy-in.

Responsibilities

Lead CX projects from discovery to delivery across websites, portals, chatbots and channels.
Develop customer journeys, personas and service blueprints to shape decisions.
Facilitate workshops and storytelling to drive alignment and action.
Collaborate with cross-functional teams across digital, data, policy and operations.

Skills

CX strategy

UX design

Design thinking

Co-design

Stakeholder engagement

Figma

Miro

Adobe XD

Storytelling

Education

NZQA level 7 qualification or equivalent

Tools

Figma

Miro

Adobe XD

Job description

You'll work across digital, data, policy and operations to deliver meaningful improvements for learners and users, with a pragmatic, roll-up-your-sleeves

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