Consumer Experience Lead

Influence change within the health sector
- Have a positive impact on consumer experience and outcomes
- Opportunity to grow your career in consumer experience and clinical governance

**About New Zealand Blood Service**

New Zealand Blood Service (NZBS) has sole responsibility for collecting, processing and distributing blood in New Zealand. Through the generosity of our donors, we are able to help save lives through our blood, blood products and other services. At the end of the day, you know that you've contributed in some way to making a difference in someone's life.

Our shared values are at the heart of our organisation's culture and guide our behaviour each and every day. They inspire us, motivate us and drive us to provide the very best service to the New Zealand public.

Watch this our video to see what our people say about the NZBS values they admire the most.

**About the Role**

This is an exciting new role at NZBS and an opportunity to be at the forefront of developing and leading a consumer experience framework and strategy. By placing consumers, whānau, communities and colleagues at the centre of feedback, complaint and resolution processes you will enable teams to improve practice and systems while restoring and enhancing relationships and outcomes.

**About you**

To be successful in this role you have experience in the field of customer feedback and complaints management, preferably in a healthcare organisation. With strong interpersonal skills you build relationships and work collaboratively across different disciplines to achieve positive outcomes.

You also have experience:

- Developing and implementing practical strategies to honour te Tiriti o Waitangi in the work you do and working with others to do the same
- Developing and delivering change initiatives and processes
- Contributing to a culture of customer centric service, always keeping the consumer and whanau at the centre
- Managing and analysing data and navigating new and different systems

**What We Offer**
- A fantastic opportunity to build a new framework from the ground up
- Enjoy working alongside a committed, passionate group of professionals, dedicated to developing strong clinical governance and positively impacting donor/patient experience and equitable outcomes
- Business Improvement support for project management
- Be part of an organisation in growth phase, enabling professional growth and development
- Influence change within the health sector
- Have a positive impact on consumer experience and outcomes
- Opportunity to grow your career in consumer experience and clinical governance

**About New Zealand Blood Service**

New Zealand Blood Service (NZBS) has sole responsibility for collecting, processing and distributing blood in New Zealand. Through the generosity of our donors, we are able to help save lives through our blood, blood products and other services. At the end of the day, you know that you've contributed in some way to making a difference in someone's life.

Our shared values are at the heart of our organisation's culture and guide our behaviour each and every day. They inspire us, motivate us and drive us to provide the very best service to the New Zealand public.

Watch this our video to see what our people say about the NZBS values they admire the most.

**About the Role**

This is an exciting new role at NZBS and an opportunity to be at the forefront of developing and leading a consumer experience framework and strategy. By placing consumers, whānau, communities and colleagues at the centre of feedback, complaint and resolution processes you will enable teams to improve practice and systems while restoring and enhancing relationships and outcomes.

**About you**

To be successful in this role you have experience in the field of customer feedback and complaints management, preferably in a healthcare organisation. With strong interpersonal skills you build relationships and work collaboratively across different disciplines to achieve positive outcomes.

You also have experience:

- Developing and implementing practical strategies to honour te Tiriti o Waitangi in the work you do and working with others to do the same
- Developing and delivering change initiatives and processes
- Contributing to a culture of customer centric service, always keeping the consumer and whanau at the centre
- Managing and analysing data and navigating new and different systems

**What We Offer**
- A fantastic opportunity to build a new framework from the ground up
- Enjoy working alongside a committed, passionate group of professionals, dedicated to developing strong clinical governance and positively impacting donor/patient experience and equitable outcomes
- Business Improvement support for project management
- Be part of an organisation in growth phase, enabling professional growth and development