Channels Manager – Customer Experience and Analytics Team – Permanent

Whakatairangatia ngā kete o te mātauranga ki te ao mārama! E te tai whakarunga, e te tai whakararo – nau piki mai, nau kake mai ki te Mana Tohu Mātauranga o Aotearoa.

May the baskets of knowledge (education) be brought into the world of light. We welcome one and all to join us at the New Zealand Qualifications Authority.

About the role 

This is a unique Channels Manager role, unlike any other in any organisation, which brings together multiple customer facing channels under one team – Omni-channel Contact Centre (phone, email, chat, chatbot and other digital channels), website and personalised portals, Learning Management System (LMS), Customer Relationship Management (CRM) system and Customer Insights and complaints.

This role brings together the synergies of various channels and leads the provision of seamless services to NZQA's customers and stakeholders. The role will also lead several transformation initiatives across these channels and set the strategy and execution plan to ensure the transformation initiatives are successful and achieve intended outcomes.

As the duties and responsibilities of this position require the holder to visit schools and have direct contact with students, successful applicants will need to meet the requirements of the COVID-19 Public Health Response (Vaccinations) Order 2021.  Currently, this requires that the position holder has received at least two doses of a recognised COVID-19 vaccination. 

Skills and experience

You should tick off as many requirements as possible below:

• 3-5 years experience in managing one of more of the above channels or experience leading significant channel transformation initiatives
• Technical skillsets – including IT systems, leading business focussed technology initiatives – a good understanding of SDLC and Agile methodologies
• A demonstrated aptitude to pick up new skills and leading new functions that they have not led before
• People leadership skills – managing people, developing people and create opportunities for staff
• Strong networking and influencing skills – ability to engage with senior managers, senior stakeholders within NZQA and outside and bring them on the journey
• A skilled diplomat – navigating through thorny issues and not being fazed by challenges
• Highly energetic and ability to motivate staff, management and stakeholders
• Strong intellectual rigour in ensuring omni-channel experiences are developed to best practice specifications
• Intellectual curiosity to learn about industry best practice and adopt or adapt those practices to NZQA
• A strong leader who can lead the team, relevant transformation initiative and get things done to promised deadlines
• Ability to troubleshoot issues and effectively resolve customer complaints
• Change resilient themselves but also enabling their staff becoming change resilient

About us

NZQA is a te reo Māori learning organisation and is committed to equity and lifelong learning. We welcome candidates from diverse backgrounds that will enrich our understanding of the education system. We prioritise the importance of understanding tikanga in building a culturally responsive workplace.  NZQA is dedicated to providing a welcoming environment to Māori and Pacific staff and has active Māori and Pacific staff networks which contribute to NZQA's strategic action plans - Te Kōkiritanga and Takiala Pasifika.

What we can offer:

• A supportive team / whanau environment
• A role with lots of variety
• Development and career progression opportunities
• To find out more click here NZQA Staff Benefits

Apply Now!

For more information about this role and NZQA please refer to the job description, NZQA's Customer Charter and Organisational Values. If you are applying/viewing through Seek, please click ‘apply now' to access these links.

If you would like to discuss further, please contact Prashant Bakshi on 021 210 2615

Applications close at 5.00 pm on Thursday 3 February 2022.