Customer Way Manager

This role is based in Auckland.

Who we are:

Te Taurapa Tūhono | New Zealand Trade and Enterprise (NZTE) purpose is simple – to grow companies internationally, bigger, better and faster, for the good of New Zealand.

The Customer Way is NZTE's operating model, ensuring an aligned approach to delivering value to customers. As we look to the future, the Customer Way will be enabled by the efficiency and power of AI and other digital technologies. We're seeking a visionary leader to shape and deliver this roadmap, driving continuous improvement and innovation across our global teams.

What you'll be doing:

As our Customer Way Manager, you'll design and deliver the Customer Way roadmap, including ways of working, capability, process, and systems, to align business objectives and customer needs. You'll work cross-functionally with Product, Data, and CSG teams, ensuring seamless implementation and maximum impact with minimum waste. This role will involve:

• Engaging deeply with global customer-facing teams and customers to understand needs and design an improved future state.
• Designing and implementing a Customer Way roadmap that evolves our operating model, incorporating learnings from pilots such as Accelerate and Supercharge.

· Collaborating with GM International and international teams to ensure a truly global perspective. · Maintaining a clear and updated Customer Way roadmap and backlog, reflecting vision, desired improvements, change, and innovation.

• Exploring how NZTE's AI tools can better enable the Customer Way day to day
• Driving holistic improvements, change, and innovation, informed by user insights and relevant metrics.
• Participating in CRM governance to ensure alignment and support for the Customer Way.
• Partnering with the Customer Way Delivery & Change Lead to articulate scope, objectives, and success metrics for workstreams.

Success means embedding the Customer Way framework, processes, and behaviours across NZTE, maintaining a visible pipeline of continuous improvement, and leveraging digital tools (especially AI and CRM) to deliver greater value to customers.

What you'll need to be successful:

You'll be an experienced business owner and champion of user-friendly solutions, with a strong vision for achieving desired outcomes. Key capabilities include:

• Deeply user-centric mindset, advocating for others and imagining future possibilities.
• Digitally native, understanding how AI and digital tools can shape the Customer Way.
• Strong relationship and interpersonal skills, able to build trusted relationships across NZTE and adjust personal style as needed.
• Ability to synthesise complexity, continuously improving and simplifying systems and processes.
• Innovative, forward-thinking, and open to creative solutions.
• Skilled in stakeholder management and engagement strategies.
• Proven ability to collaborate across teams to deliver shared objectives.
• Expertise in using data and insights to inform decisions and accelerate improvements.
• Relentless focus on pacey, continuous improvement and embedding behaviours that enable success.

Why you'll love working here:

NZTE is a truly global organisation, giving you a wonderful experience of working with different cultures around the world as part of our everyday. We know that life is not all about work and flexible working at NZTE is standard practise. We will give you the right technology to allow you to work anywhere and balance your time. On top of this, we also offer 5 weeks annual leave so you can have that extra time in the year to enjoy what you love doing.

This role is banded NZ Level 17.

What's next:

For more information about the role, please review the PD here: Customer Way Manager - December 2025 If this sounds like the opportunity you've been waiting for, we'd love to hear from you.

Please apply online with your CV and cover letter by 11.59pm, Friday 19 December 2025, telling us why this role is the perfect fit for you.

Please note: while we will be shortlisting prior to the Christmas break, interviews will commence mid-January.

We believe New Zealand is good for the world. New Zealand Trade and Enterprise (NZTE) is an equal opportunity employer. At NZTE it is all about our people and we seek diversity of thought; we welcome and encourage you to apply regardless of ethnicity, gender, religion, age, sexual orientation, gender identity, neurodiversity or disability. If we need to make specific accommodations in any part of the interview process, please note this in your application or discuss with the Talent Acquisition Partner.