Senior Customer Experience Lead

Whakarongorau Aotearoa is passionate about setting new standards on what’s possible to improve health outcomes for the people of Aotearoa. The organisation’s leadership team and kaimahi need a forward-thinking, strategic new Head of Marketing to achieve these ambitions.
**Ab**out the role | Atu mo te mahi**

The Senior Customer Experience Lead is a passionate advocate for the organisation’s service users, leading co-design projects and responsible for the direction, development and management of the service user experience.

Working with both internal and external stakeholders you will understand the needs and experience of clinical partners and service users to further refine and improve processes and services.
**About you | Pehea koe**

Reporting to the Director of Communications and Community Engagement, you will use evidence-based approaches and activities that contribute to protecting and improving the health and wellbeing of New Zealanders.

Capable of sifting through large amounts of data to find common themes, you will be an expert at presenting this in an engaging manner.
**More specifically you will**:

- Have oversight of regular service user experience surveys and get agile about how this data is fed into service improvement
- Contribute to meeting Government priorities for health and leverage any opportunities for improved outcomes
- Attract high caliber stakeholders (clinical and consumer) to participate in design processes
- Take ownership of the entire digital user journey
- Work with internal leads, Ministry of Health and partner organisations to build online communities
- Generate innovative thinking to meet health needs

**Your background**:

- Degree or Diploma/other relevant qualification in communications or research
- 3-5 years’ experience in community engagement position
- Health/Mental Health sector experience
- A passionate advocate for our Maori and Pasifika community

**Your personal attributes**:

- The ability to quickly grasp and convey new concepts
- Able to lead and motivate a team to achieve results while facing deadline pressures
- Accurate and with high attention to detail
- A high level of tenacity and focus
- Strong emotional intelligence and the ability to respect confidentiality at all time

We are looking for a highly organised and focused person that wants to own their role and strive for betterment. You must enjoy working collaboratively and think flexibly to introduce innovative ways to improve the overall service delivery.
**About us | Ko wai hoki**

Whakarongorau Aotearoa are privileged to provide the people of Aotearoa with professional, quality advice, support and information across a range of health and mental health services (including Healthline, the COVID-19 Healthline, Quitline and 1737). We do this 24 hours a day, seven days a week across seven digital channels - a free digital virtual support network. We manage inbound and outbound call centres in Auckland, Wellington and Christchurch as well as remote teams working from their homes across the country.

It's a fresh, connected approach to healthcare that helps millions of people across the country.

Whakarongorau Aotearoa’s head-office is in Auckland.
**Our Culture**

Our culture is one of inclusion, and our staff are passionate people, each driven to contribute to better health outcomes for the people of Aotearoa - especially our most vulnerable communities. They are from diverse cultural backgrounds, and our organisation is focused on hiring kaimahi who live and work in the communities they serve - an ability to connect with staff from a wide array of backgrounds is essential.

Whakarongorau Aotearoa staff work collaboratively, improving the health of our communities with a focus on quality, personal leadership and accountability in their work with external stakeholders, their partners, communities and with each other.

**Our Values | Ō Tātou Uara**

Our ambition is to virtually support people of Aotearoa to stay well and connect them seamlessly with care when they need it. Our values underpin all we do, and how we do it and we’re looking for people who align naturally with these values.
- Do the right thing | Mahia te mea tika
- Motivated by quality | Hihiri e te kounga
- Passion for better | Ngākau nui ki te pai ake
- Shoulder to Shoulder | Pokohiwi ki Pokohiwi