Domain Principal – Customer Voice and Experience

New Zealand (nationwide) (nationwide) Government – New Zealand (nationwide) (nationwide)

Role Overview

Lead customer-led service improvement across Inland Revenue's digital services, ensuring high-quality and user-friendly experiences for New Zealand (nationwide) (nationwide)ers. This role is permanent and involves transforming deep customer understanding into measurable improvements that benefit both customers and the tax system.

Your Responsibilities

• Drive customer-centric initiatives to enhance Inland Revenue’s digital services, myIR and Gateway Services.
• Analyze customer feedback and data to identify areas for improvement in service delivery.
• Develop and implement strategies that align with the needs of New Zealand (nationwide) (nationwide)ers, ensuring compliance with tax and social policy obligations.
• Collaborate with cross-functional teams to ensure seamless integration of customer insights into product development cycles.

What You Bring

• A proven track record in leading customer experience initiatives within a complex organization.
• Demonstrated ability to analyze and interpret large datasets to inform strategic decisions.
• Strong communication skills, both written and verbal, with the ability to articulate complex ideas clearly.
• Experience in digital service design and user-centered research methods.

Why Join New Zealand (nationwide) (nationwide) Government

The opportunity to make a meaningful impact on the lives of New Zealand (nationwide) (nationwide)ers by improving their interactions with government services. Working for the New Zealand (nationwide) (nationwide) Government offers a chance to contribute to public sector reform and enhance the overall customer experience in critical areas such as tax and social policy.

Ready to Apply?

To apply, complete your application directly on this page, or you'll be redirected to the employer's application platform to finish submitting there. This is a full-time position with no remote work options available.