Principal Advisor

9 hours ago

Wellington, Wellington, New Zealand Potentia Full time

Principal Advisor - CX Design

Why you'll like it

  • Central government agency with impact across Aotearoa
  • Delivery-first: 70% doing / 30% strategy
  • Variety, autonomy, visible outcomes
  • Supportive, collaborative CX & Digital team

The Opportunity

Own end-to-end CX initiatives that make a tangible difference for customers and communities across New Zealand. You'll improve existing services and processes, design new user-centred solutions, and lift CX capability across the organisation. It's a hands-on, fast-moving environment where priorities shift and pragmatism matters. You'll balance quick wins with longer-term outcomes, build strong relationships across UX, Digital, Data, Policy and Operations, and help embed human-centred ways of working.

Candidates must have permanent working rights and be residing in Wellington to be considered for this position.

Company Profile

Join a Wellington-based central government agency with a broad mandate and real-world impact on Kiwis nationwide. You'll be part of a small, skilled practice that values learning, wellbeing and a commitment to Te Tiriti o Waitangi.

The Role

  • Lead CX initiatives from discovery to delivery and handover
  • Turn research and voice-of-customer insights into action
  • Apply service design: journeys, personas, blueprints, prototyping
  • Collaborate with cross-functional teams for end-to-end experiences
  • Prototype and communicate using Figma, Miro, Adobe XD
  • Coach teams; run training, workshops, design sprints and co-design
  • Contribute to standards, frameworks and reusable assets
  • Advise leaders; present findings and influence decisions
  • Support strategy while prioritising delivery
  • Contribute to key workstreams: employee experience, tech modernisation, regulatory reform, and ad hoc CX initiatives

Your Fit

  • 4+ years in CX/UX/service design with end-to-end delivery
  • Strong facilitation, stakeholder engagement and influence
  • Hands-on with research, journey mapping and prototyping
  • Thrives in complex, evolving environments; outcome-focused
  • Public sector familiarity (or ability to learn quickly)
  • Nice to have: consulting-style experience, change/transformation, tech-enabled service design

If this sounds like you, I'd love to hear from you—apply now or email your CV to

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