About the role 

You have the ability to gain deep empathy with your customers. You are familiar with Design Thinking and Human Centred Design. You are a natural storyteller, a workshop facilitator, a co-designer. You may also have other skills such as ethnographic research or developing customer journey maps, personas, service blueprints. Your customer empathy will help you drive into the heart of customers' issues and you will influence all stakeholders to make a positive customer impact.

You will help drive NZQA's Cx Strategy and make a positive and timely difference to our customers – New Zealand learners – and help us play our part in addressing equity issues in the education sector. To make this happen you need to an influencer and not a preacher. Come join us on an exciting journey ahead.

About you (person specifications)

You should tick off as many requirements as possible below:

• You are either already operating as a Principal Advisor Cx or you are a Cx professional ready to step up to the Principal level.
• 5+ years experience in Cx or similar roles
• Ability to take end-to-end accountability of Cx initiatives
• Experience in carrying out Cx research and communicating findings to senior stakeholders (including getting buy-in)
• Extensive experience in coaching and facilitating
• Ability to establish and build strong working relationships across and with groups
• Proven ability to develop trust and credibility with managers
• Clear and concise written communication skills and excellent oral communication skills
• Up to date knowledge of current Cx trends and technologies
• Ability to deliver with a drive to finish what has been started
• Demonstrable ability to facilitate co-design workshops
• Demonstrated ability to work with the business, understand their requirements and translate these into practical solutions
• Experience in team-building techniques and use of relevant diagnostic tools.
• Working knowledge of Cx tools such as Adobe suite, Figma, Miro or Mural
• Experience operating in a consulting style environment at a senior level
• Sound research, planning and project management skills
• Experience or sound understanding of organisational change management