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Prepare concrete examples of turning customer voice into measurable service change, navigating competing agency priorities, and defending experience decisions with evidence. Be ready to discuss governance, privacy, and equity in government digital and contact channels, plus how you coach others without owning every delivery team.
Strong fit if you lead customer-experience strategy in complex, multi-stakeholder environments and want public-service impact over product growth metrics. Less ideal if you prefer pure commercial CX with fast private-sector release cycles and thin policy constraints.
As Domain Principal – Customer Voice and Experience for New Zealand Government, a typical day centres on setting direction for how agencies hear, interpret, and act on citizen and customer feedback. You would shape experience standards, align research and insight methods, coach domain leads, and translate frontline voice into policy and service design decisions that hold up under public-sector accountability.
Build depth in service design, qualitative and quantitative customer research, journey mapping, and public-sector stakeholder management. Strengthen facilitation, evidence-based prioritisation, and plain-language communication for ministers, agencies, and frontline teams. Domain principal work usually also needs systems thinking across multi-agency delivery.
No. The employer is the New Zealand Government—the central public executive described on Wikipedia—not a private firm.
The listing is for New Zealand generally (remote flag off). Expect government locations and collaboration patterns rather than a single private HQ.
Principal-level ownership of how citizen and customer feedback informs standards, design, and service improvement across government domains—not a junior research-only seat.
Website: govt.nz
The New Zealand Government is the central government through which political authority is exercised in New Zealand. As in most other parliamentary democracies, the term "Government" refers chiefly to the executive branch, and more specifically to the collective ministry directing the executive. Based on the principle of responsible government, it operates within the framework that "the [King] reigns, but the government rules, so long as it has the support of the House of Representatives". The Cabinet Manual describes the main laws, rules and conventions affecting the conduc…
Public cache only — not an employee review.
New Zealand Government – New Zealand Role Overview Lead customer-led service improvement across Inland Revenue's digital services, ensuring high-quality and user-friendly experiences for New Zealanders. 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 Zealanders, 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 Government The opportunity to make a meaningful impact on the lives of New Zealanders by improving their interactions with government services. Working for the New Zealand 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.
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