Customer Proposition Director

NZ Transport Agency Waka Kotahi

. Set and steward the strategic direction for NZTA’s customer propositions and future-state customer experience .

Posted 11/1/2026full-timeNew ZealandLeadWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in shaping customer propositions and experiences through strategic leadership, digital transformation, and service modernisation. Proven ability to influence senior stakeholders and navigate complex service delivery environments while leveraging customer insights for decision-making.

Highest-signal resume keywords

Senior Leadership ExperienceCustomer Proposition DevelopmentDigital TransformationService DesignStrategic Decision-Making

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience StrategyService Modernisation RoadmapOmnichannel Service DeliveryBusiness Case DevelopmentData-Driven Decision Making

Soft Skills

Influencing SkillsRelationship ManagementCommunication SkillsStrategic ThinkingJudgement

Industry Keywords

Public Sector AccountabilityTe Tiriti o WaitangiComplex Service DeliveryCustomer InsightGovernance Forums

About the role

Key responsibilities & impact

Set and steward the strategic direction for NZTA’s customer propositions and future-state customer experience
Define customer offerings, proposition value and intended outcomes
Shape the Service Modernisation roadmap across customer strategy, proposition and product direction, service design, digital channels and operational delivery
Prioritise and sequence initiatives to simplify customer journeys, increase digital uptake, improve compliance outcomes, reduce cost to serve and improve service performance
Influence Digital, Regulatory Services, Transport Services, System Leadership and operational teams
Navigate dependencies and competing priorities, broker strategic trade-offs and advise senior leaders and governance forums
Influence investment choices across the Service Modernisation roadmap

Requirements

What you’ll need

Significant senior leadership experience across customer proposition, product management, customer experience, service design, digital transformation, service modernisation or complex service delivery
Proven experience defining future-state customer experiences and translating strategy into practical roadmaps, priorities and investment choices
Strong understanding of digital-first and omnichannel service delivery and end-to-end customer journeys
Strong strategic and systems thinking, with judgement to navigate ambiguity and make complex trade-offs
Proven ability to use customer insight, data and performance information to shape strategic decisions
Highly developed influencing and relationship management skills, with credibility at executive and senior leadership level
Experience developing robust business cases and influencing significant investment decisions
Strong communication skills and ability to provide clear, persuasive advice to senior decision makers and governance forums
Understanding of public sector accountability, Te Tiriti o Waitangi and the wider machinery of government environment
Legal right to live and work in New Zealand

Benefits

Comp & perks

Equal opportunity employer committed to diversity and inclusion
Support and access accommodations during recruitment
Full-time employment