Senior Advisor, Customer Experience
Wellington, NZ
4d ago

Job Description

  • Exciting opportunity to be part of a brand-new team defining what Customer Experience means for WorkSafe and how Customer Experience thinking can be applied
  • Work with business and programme leaders to develop and implement communications and engagement plans that ensure WorkSafe's activity resonates with audiences
  • Bring your varied experience in communications and engagement to develop activity that consistently puts the user at the heart, ensuring audience interactions are meaningful, relevant and timely
  • Opportunity to contribute to the development and application of WorkSafe's brand story
  • Be part of an organisation committed to making a difference to the health, safety and wellbeing of workers, whānau and communities
  • Flexible working by default and leadership that is committed to creating mentally healthy work
  • Permanent role based at any WorkSafe Office (Regular travel to Wellington required)
  • About WorkSafe

    WorkSafe New Zealand, Mahi Haumaru Aotearoa, is the primary workplace health and safety regulator our vision is that everyone who goes to work comes home healthy and safe.

    Alongside other regulators we lead New Zealand to achieve healthy and safe workplaces through engagement, education and enforcement

    WorkSafe offer a range of benefits including free life, trauma and income protection insurances, discounts on health insurance and eye care, four weeks annual leave plus three days WorkSafe leave, and learning and professional development opportunities.

    We operate on a flexible by default basis, allowing you and your manager to create a flexible work experience that supports you and the business to succeed.

    There are a range of networks you can become part of, such as our Te Rōpū Atuapiko Rainbow Network, WorkSafe Wahine Women's Network and our Kapa Haka group.

    About the team

    It's an exciting time to join the team. We are uniquely placed to create behaviour change, make connections, create context, bring clarity and inspire through storytelling.

    To do this well requires a deep understanding of our organisation, our vision and our work programmes. We also have a critical role to play in supporting the wider organisation through our transformation journey.

    We need to support, integrate and clearly communicate the work taking place throughout WorkSafe to ensure it lands successfully with our people and external audiences, partners and stakeholders.

    We're evolving the Marketing, Communication and Customer Experience function at WorkSafe to help realise our ambition.

    About the group

    This team sits within the External Strategy and Engagement Group which connects the Government's overarching Health and Safety at Work Strategy to workers, businesses, whānau and communities.

    Our group brings an innovative approach to the design and delivery of harm prevention initiatives with relationships at the core of this work.

    We work in partnership with other agencies and organisations alongside other WorkSafe teams to ensure everyone in New Zealand is coming home healthy and safe.

    About the role

  • The Senior Advisor, Customer Experience roles are integral in assisting the team to bring a Customer Experience lens to programmes, projects and interventions to ensure we are providing a connected, integrated one-WorkSafe view for audiences
  • You will have the opportunity to shape and deliver the Customer Experience strategy alongside the Customer Experience Manager, to ensure it is fit for purpose and evolves with the needs of the business
  • The role will require the ability to analyse and understand customer insights so these can inform internal and external communications, including behaviour change programmes
  • Consistently ensure audience interactions and meaningful, relevant and timely and deliver customer experience advice and support to the business
  • About you

    We're looking for someone who has all the hallmarks of a great communications and engagement professional. Can you think strategically and are you known for your ability to bring clarity to complex issues?

    Do you have a proven record of working across an organisation, can you influence outcomes whilst building and maintaining strong relationships?

    Do you have a willingness to embrace change - always seeking the opportunities that come with it? Can you demonstrate a commitment to operating within Te Ao Māori and will you continue to grow and learn when it comes to kaupapa Māori approaches to communications and engagement?

    Are you a great team player who works for the benefit of all around them? If so then we'd love to hear from you.

    You will have :

  • Ideally a minimum of three years' experience working in a communications and engagement and / or a customer experience function
  • Have the ability to think strategically and bring clarity to complex issues
  • Demonstrate a proven ability to work across an organisation, building and maintaining strong relationships
  • Have exceptional communication skills including accuracy and attention to detail
  • Have a good understanding of the levers to achieving best practice communication and engagement
  • Demonstrate an understanding of and commitment to equitable outcomes and the principles of Te Tiriti o Waitangi
  • How to apply

    Click the apply link, complete an application form and submit a copy of your CV and cover letter.

    For further information please contact careers with any queries, or to find out more about WorkSafe New Zealand go to

    Please note we will only be reviewing applications from mid-January onwards, please feel free to apply in the meantime.

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