Change Manager

4 weeks ago

Wellington, Wellington, New Zealand NZ Transport Agency Waka Kotahi Full time
  • Do you have experience developing approaches for customers to adopt new behaviours?
  • Are you naturally curious around customer behaviours and understanding what drives different behaviours?
  • Make a positive social impact on a national scale
  • Not a traditional change manager role
  • Join a great multi-disciplinary team bringing together skills and experiences across customer insights, change management, communications and marketing.
  • 18 month Fixed Term
Te Whiwhinga mahi | The opportunity
The National Ticketing Solution (NTS) is a partnership between the New Zealand Transport Agency Waka Kotahi (NZTA) and 13 Public Transport Authorities (PTAs) to develop one common payments platform and service for all public transport in the country.

This aims to transform the way New Zealanders travel on public transport, on any mode, anywhere in the country, using card or smart devices, consolidated into one easy payment system. It is a critical part of achieving New Zealand ambitions for a safer, more sustainable land transport system.

We are seeking an experienced customer focused change manager to help us refine and develop the holistic interventions that support customers transition. This will focus on the behaviour change needed as we introduce the New Zealand public transport users to our new national ticketing solution. Working with a multidisciplinary team – this role will look to help understand the success of our change approach, assess and test, and refine to ensure we maximise our opportunity with customers. This role requires experience working in change environments with a strong customer campaign and external change management experience.

This is not your typical or traditional change manager role – we want someone passionate about external behaviour change.

Role
This Change Manager role will suit a practitioner from a variety of backgrounds – but with the experience of landing complex change well. You'll be readily able to demonstrate:
  • An understanding of customer insight frameworks and behaviour change
  • How you have led external facing customer initiatives that were measurable and adaptive
  • The different methods and tools you apply at each phase of the change lifecycle (how you design, deliver, evaluate and embed effective change interventions)
  • How you assess customer impacts and potential friction points, and design the right change management interventions, based on this analysis
  • Ability to collectively work across a range of disciplines to understand how they all contribute to the wider outcomes
  • Expertise in enabling people to adopt new ways of thinking and behaviours, with specific experience in refining change interventions to challenge assumptions or misunderstanding
  • Evaluating and embedding change that will achieve lasting results.
You'll be a great team player with a can-do attitude, keen to keep learning; with ability to work across a complex stakeholder environment where it is about influencing stakeholders with data, and evidence.

Ko koe tēnei | About you
You'll already be proficient in facilitating strategic and external focused change management, working across disciplines to design and land change well. You'll be adept at working in ambiguity, able to problem solve and shape sound solutions. As well as your well-honed change skillset, you'll bring a strong customer experience expertise.

You'll be used to working in fast-paced project and programme environments and will have a proven track record in achieving results.

Ideally, you'll also bring knowledge of Te Ao Māori; and otherwise a commitment to learn about and promote tikanga and Te Reo Māori, along with an appreciation of te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public sector.

He aha ngā huanga mōku | What are the benefits for you?
We care about our people and invest in supporting our staff. At NZTA | Waka Kotahi you're part of a professional change management team – not a lone practitioner. This national initiative is a great opportunity to showcase your skills and experiences driving a fascinating customer change.

If You Join Us, You Can Expect
  • Autonomy, to bring your own strengths and style to our change management challenges
  • Investment in your development path – with access to placements, training and coaching that foster your growth
  • A friendly and professional leadership team that actively supports you on-the-job
  • Access to effective change management frameworks and methodologies
  • Flexibility, including the option to work from home to maintain some balance
  • A competitive salary package, aligned with your skills and experience
  • 5 weeks annual leave + other great benefits
If this sounds like the opportunity for you APPLY NOW, submitting your CV and Cover Letter detailing your suitability.

Rā Katinga | Applications close:
13 April 2025

For further information, email: careers@nzta.govt.nz

To be considered for this position you must have a legal right to live and work in New Zealand.

Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.
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