Principal Advisor Customer Experience
Core
Lead end-to-end customer experience (CX) projects from discovery to delivery, designing practical solutions for digital channels, portals, and support systems to improve experiences for thousands of New Zealanders in the education sector.
Role type
Principal Advisor Customer Experience (Senior, hands-on IC)
Builds
Customer-facing digital solutions, service blueprints, customer journey maps, and training programs across websites, portals, and chatbots.
Domain
Public sector / Education / Customer Experience
Deliverable
product features
Required skills
Service design, design thinking, co-design, customer research, journey mapping, stakeholder engagement, facilitation, prototyping, public sector context, organizational change management
Preferred skills
AI tools knowledge, team-building techniques, project management
Technologies
Figma, Miro, Adobe XD, Adobe suite, Mural
Responsibilities
Talk to customers to uncover problems and design practical solutions; create customer journey maps, personas, and service blueprints; run co-design workshops and facilitate stakeholder alignment; coach teams and embed design practices; prototype solutions using wireframes and digital tools; deliver CX initiatives from discovery through to implementation.
Seniority
Principal, hands-on IC
