Practice Lead Cx

2 weeks ago

Wellington City, New Zealand NZ Qualifications Authority Full time

Practice Lead, Customer Experience (Cx) - Permanent
Whakatairangatia ngā kete o te mātauranga ki te ao mārama E te tai whakarunga, e te tai whakararo - nau piki mai, nau kake mai ki te Mana Tohu Mātauranga o Aotearoa.
May the baskets of knowledge (education) be brought into the world of light. We welcome one and all to join us at the New Zealand Qualifications Authority.
About the role
This is a newly created role that focusses on leading Cx and Ux initiatives across NZQA and building Cx capability across NZQA.
You have the ability to gain deep empathy with your customers. You are familiar with Design Thinking and Human Centred Design. You are a natural storyteller, a workshop facilitator, a co-designer and a great mentor for Cx and Ux profressionals. You may also have other skills such as ethnographic research or developing customer journey maps, personas, service blueprints. Your customer empathy will help you drive into the heart of customers' issues and you will influence all stakeholders to make a positive customer impact.
You will help drive NZQA's Cx Strategy and make a positive and timely difference to our customers - New Zealand learners - and help us play our part in addressing equity issues in the education sector. To make this happen you need to an influencer and not a preacher. Come join us on an exciting journey ahead.
About you (person specifications)

**You should tick off as many requirements as possible below**:

- You are either already operating in a team leader of service design/ Cx or you are a senior Cx professional ready to step up to the Practice Lead level.
- 7+ years experience in Cx or similar roles
- Ability to take end-to-end accountability of Cx initiatives
- Leading Cx initiatives and bringing stakeholders on the journey
- Able to negotiate with senior stakeholders
- Experience in carrying out Cx research and communicating findings to senior stakeholders (including getting buy-in)
- Extensive experience in coaching and facilitating
- Ability to establish and build strong working relationships across and with groups
- Proven ability to develop trust and credibility with managers
- Clear and concise written communication skills and excellent oral communication skills
- Up to date knowledge of current Cx trends and technologies
- Ability to deliver with a drive to finish what has been started
- Demonstrable ability to facilitate co-design workshops
- Demonstrated ability to work with the business, understand their requirements and translate these into practical solutions
- Working knowledge of Cx tools such as Adobe suite, Figma, Miro or Mural
- Experience operating in a consulting style environment at a senior level
- Sound research, planning and project management skills
- Experience or sound understanding of organisational change management

About NZQA
NZQA is accountable for managing the New Zealand Qualifications Framework, administering the secondary school assessment system, independent quality assurance of non-university education providers, qualifications recognition and standard setting for some specified unit standards.

**What we can offer**:

- A supportive team / whanau environment
- A role with lots of variety
- Development and career progression opportunities
- To find out more click here NZQA Staff Benefits

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