Head of Customer Experience Delivery

3 days ago

Auckland City, New Zealand AA New Zealand Full time

**About the AA**

Guiding life's journeys. Driven by you.

For over 110 years we've been helping kiwis on their adventures. We've become a trusted partner to our Members, who are at the heart of everything we do. And, as one of New Zealand's most enduring brands, we've become a permanent feature of our cultural landscape.

Our people are talented, naturally curious and love to ask 'what's next?' This means that here at the AA you'll be surrounded by proud, passionate people who love a challenge, work as one and enjoy our unique team spirit.

**Role Purpose**

To provide leadership, direction and vision in the development, implementation, and delivery of a substantial and diverse digital portfolio of activity across the association. The high performance, comprehensive integration and coordination of these activities with a strategic customer focused, service excellence delivery orientation. The technology portfolio encompasses the executive leadership of operational and transactional activities in the areas of digital, Strategy and Risk.

**Key Responsibilities**
- Create and execute a clear strategy for the CX activities that delivers high quality, effective services to all external and internal customers.
- Direct the overall performance of services and ensure accountabilities for the quality integrity and accuracy of the services provided.
- Provide coaching, high-level guidance and expertise with the ability to motivate employees and managers at all levels. Drive the development, implementation and continual review of robust policies, frameworks, and operational service delivery plans to ensure the effective management of the portfolio of activities, product road maps, compliance with relevant legislation, policy and guidelines, and effective risk management
- Develop an annual work plan that specifies staff accountabilities, key performance indicators and expected outcomes of success. Drive effective budgeting, business planning, and programme evaluation frameworks to optimise the delivery of the digital programs and services
- Lead and manage all contracted services purchased or provided by consultants and contractors by ensuring robust contract frameworks are established and systematically reviewed
- Collaborate to deliver effective governance across the CX portfolio of activities and across the association as a key participant in critical planning and decision-making processes
- Develop and foster strong relationships with AA's stakeholders and business leaders, establish service terms, performance standards and feedback channels
- Nurture talent, build and maintain capability and engage in succession planning of the digital employees with a clear focus on performing professionally, ethically and delivering excellent customer centric outcomes - Address issues in a complex environment where competing or conflicting interests and positions across key stakeholders require monitoring, analysis and response
- Actively participate and effectively work as part of the Chief Technology Officer's Leadership Team by leading the development of strategy, collaborating with peers and contributing to business cases and special reports/papers
- Drive the development and testing of business continuity and other emergency and recovery plans in accordance with AA's frameworks

**To be successful in this role you will have the following qualifications and experience**:

- Have a deep knowledge of and leads on a range of agile and lean tools and techniques, with an ability to coach within and outside of the team
- Strong customer and team focus to ensure solutions are able to be successfully embedded Drive of culture change and professional excellence
- End to end understanding of the product life cycle
- Proven experience using a range of agile and project management methods
- 5+ years in an equivalent role, with responsibility for customer experience enhancements
- 10+ years of management experience
- Experience of managing third parties through the full project delivery lifecycle
- Experience in managing cross-functional delivery teams including remote/offsite and external resources
- Experience in matrix-managing delivery resources
- Demonstrable experience with introducing agile and waterfall practices into an organisation

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