Customer Experience Practice Lead

6 days ago

Wellington City, New Zealand New Zealand Qualifications Authority Full time

You will 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 professionals. 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. Come join us on an exciting journey ahead.

**Key responsibilities**:

- Lead the CX and UX team at NZQA to drive the CX Strategy across the organisation, working closely to form connections with business and corporate projects
- Develop CX and UX capability across NZQA via training, collateral and through leading and implementing projects
- Develop, deliver and maintain an operating model of CX and UX that is adaptable and flexible to support business needs
- Work with the business to identify service and performance improvement opportunities
- Plan and facilitate design workshops and translate the collective wisdom into quality outputs.
- Lead, manage and co-ordinate service design projects.
- Support digital projects by providing digital UX design, delivery and testing, or by liaising with third party suppliers ensuring quality control
- Work closely with Manager Channels, Product Owner Digital Channels and other key roles across NZQA to ensure that advice provided by the CX and UX teams to the business aligns with channel strategies and other product roadmaps

**Key Requirements**:

- 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.
- Demonstrated ability to work with the business, understand their requirements and translate these into practical solutions
- Ability to take end-to-end accountability of CX initiatives, bringing stakeholders on the journey
- Experience in carrying out CX research and communicating findings to senior stakeholders (including getting buy-in)
- Extensive experience in coaching and facilitating, including the ability to facilitate co-design workshops
- Ability to build strong working relationships, establishing trust and credibility with key stakeholders and 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
- 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

You will 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 professionals...

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