Practice Lead Customer Experience

2 weeks ago

Wellington City, New Zealand New Zealand Government Full time

Discover a career with purpose at MBIE

Discover a career with purpose at MBIE
- Support the establishment of a Customer Experience unit
- Experience of continuous improvement within a customer setting highly desirable
- Salary - $118,390 - $143,639
- New Zealand based role (either wellington based, or regular travel required if outside of Wellington - MBIE supports a wide range of flexible working arrangements.)

**Tēnei tūranga - About the Role**:
We are seeking a Practice Lead to support the strategic direction and operations of the newly established Customer Experience unit. The unit is responsible for understanding customer experience and driving customer-centric change and improvements that help make it safe, clear and easy for migrants and employers to understand and use the immigration system.

By providing high quality specialist and technical advice, this is a unique opportunity to support the establishment of a unit that will lead insights-informed change across the immigration system. This role will be responsible for ensuring quality systems and processes are in place that enable the unit to delivery effectively.

You will be a proactive and collaborative professional who seeks out opportunities and can think across large systems, including identifying and managing risk. You will have strong analytical skills and demonstrated experience of turning customer insights into action.

Reporting to the National Manager Customer Experience the key responsibilities of this role will include:

- Responsible for ensuring quality systems and processes are in place to support the unit, including supporting consistent approaches and tracking risks.
- Promote and drive consistent, high-quality work processes and practices across the unit and research with clients that informs decision-making and prioritisation of projects that improve customer experience.
- Analyse and advise on planning and monitors delivery and and performance of the unit.
- Support the National Manager Customer Experience and branch leadership team to deliver a culture across INZ that puts customers at the centre.

Ngā pukenga me ngā wheako e hiahiatia ana - Personal specifications for this role include:

- Demonstrated experience working with leadership teams and providing specialist and technical advice.
- Demonstrated understanding of developing and managing organisation-wide systems and processes.
- Demonstrated ability in cross-system thinking and root cause analysis for new ideas and initiatives that improve customer experience.
- Ability to develop and maintain highly effective working relationships with internal and external stakeholders.
- Demonstrated ability to operate when there is ambiguity and to be agile and flexible in a demanding environment

**Ētahi kōrero mō MBIE - About MBIE**:
MBIE's goal is to create a resilient and high-performing economy that delivers real and ongoing quality of life for all New Zealanders.
We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.
People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.
- Mahi Tahi - Better Together
- Māia - Bold and brave
- Pae Kahurangi - Build our Future
- Pono Me Te Tika - Own It

Our aspirations are echoed in our Māori identity - Hīkina Whakatutuki - which broadly means ‘lifting to make successful'.

MBIE recognises the partnership founded under Te Tiriti o Waitangi between Māori and the Crown and is committed to giving effect to Te Tiriti o Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups/organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross-cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.
E mōhio ana a Hīkina Whakatutuki i puea ake te kōtuinga I waenganui i a ngāi Māori me te Karauna i Te Tiriti o Waitangi, ā, kei te whai ia ki te whakaū ake i Te Tiriti o Waitangi. Mā te whai kiko o ngā kōtuinga ahungaroa o ngāi wi, o ngāi Māori, me ētahi atu rōpū Māori ki te Karauna, katutuki tēnei. He āhuatanga nui tēnei e āhei ai ngā mahi whanaketanga ā-ohanga, ā-pāpori hoki ki a ngāi Māori me Aotearoa whānui. E whai tonu ana mātou ki te kōtui atu ki ngā iwi mō te rapu huarahi hou ki te whakaara i ngā kaupapakua roa nei e tāmi ana i a ngāi Māori me Aotearoa whānui, ā, e whai ana hoki ki te tau

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