Strategic Director, Customer Propositions & Experience

Waka Kotahi NZ Transport Agency; Wellington, Auckland; À distance; NZD 180 000 - 240 000; Plein temps

Résumé du poste

Waka Kotahi NZ Transport Agency seeks a seasoned Customer Proposition Director to set the strategic direction for customer propositions and digital experiences across NZTA. The role leads service modernisation and shapes the customer journey across products and services, guiding investment decisions and governance discussions.

Based in Wellington, you will influence Digital, Regulatory Services and frontline teams to deliver simple, joined-up, digital-enabled customer experiences that meet

Qualifications

• Significant senior leadership experience in customer proposition, product or service delivery.
• Proven ability to translate strategy into practical roadmaps and investment decisions.
• Strong understanding of digital-first, omnichannel service delivery and end-to-end journeys.
• Ability to use customer insights and performance data to shape strategy.

Responsabilités

• Shape the Service Modernisation roadmap and the enterprise customer proposition direction.
• Set and steward the strategic outcomes for NZTA customer-facing products and services.
• Prioritise initiatives to simplify journeys, increase digital uptake and improve compliance outcomes.
• Advise senior leaders and governance forums on choices and investments.
• Influence across Digital, Regulatory Services and other functions to deliver modern, customer-centred services.

Connaissances

Senior leadership

Customer proposition

Product management

Customer experience

Service design

Digital transformation

Service modernisation

End-to-end customer journeys

Strategic thinking

Influencing senior leaders

Business cases

Communication

Te Tiriti o Waitangi understanding

Description du poste

Waka Kotahi NZ Transport Agency seeks a seasoned Customer Proposition Director to set the strategic direction for customer propositions and digital experiences across NZTA. The role leads service modernisation and shapes the customer journey across products and services, guiding investment decisions and governance discussions.

Based in Wellington, you will influence Digital, Regulatory Services and frontline teams to deliver simple, joined-up, digital-enabled customer experiences that meet