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Manager Customer Learning

Manager Customer Learning

NZ Transport Agency Waka KotahiWorkFromHome, Wellington, New Zealand
1 day ago
Job description

About the Role

As the Manager Customer Learning, you will provide strategic and operational oversight for learning and coaching capability across Te Mahau | Customer and Services, shaping the development landscape for NZTA’s customer‑facing teams. This pivotal role leads the design, delivery, and continuous improvement of learning solutions that empower our people to deliver consistent, compliant, and customer‑centric services across all assisted channels. You will own the creation of the training and development strategy and learning pipeline, ensuring alignment with organisational goals and the evolving needs of our multi‑channel, multi‑product environment. You will create and maintain best‑in‑class, efficient learning and delivery programs that support complex operations and lift capability across the network, including front counter services. A key accountability is managing the Technical Coaching Helpdesk, providing real‑time technical support and 1 : 1 coaching to customer teams, alongside delivering comprehensive advice and education to customers. This role is critical in preparing our workforce for growth, supporting large‑scale programmes, and ensuring our people are equipped to deliver exceptional service experiences across Te Mahau.

Key Responsibilities

  • Provide strategic thought leadership and operational oversight of training programmes, technical coaching, and product support.
  • Develop and manage the training and development strategy, learning pipeline, and technical coaching product support for our customer teams.
  • Lead the creation and maintenance of best‑in‑class learning and delivery programs that support multi‑product, multi‑channel, and multi‑skill operations.
  • Oversee a technical coaching helpdesk, providing real‑time technical and product support to customer teams, and comprehensive advice and education to customers.
  • Champion continuous improvement by aligning learning initiatives with organisational priorities and integrating data‑led insights and best‑practice frameworks.
  • Support onboarding and upskilling, driving capability uplift and ensuring our people are equipped to meet quality and compliance KPIs.
  • Collaborate closely with the Head of Customer Assisted Channels and other internal and external partners to ensure learning solutions are adaptive, impactful, and aligned with NZTA’s strategic goals.
  • Collaborate with our Agent Centre Networks to ensure capable front counter services are compliant and provided on behalf of NZTA.
  • Manage budgets and resources efficiently to maximise the impact and value of learning initiatives.

Qualifications

  • Senior experience in learning and development strategy, ideally in public transport or regulated environments and within a customer service environment.
  • Experience in designing and delivering continuous improvement to improve learning effectiveness and efficiencies.
  • Proven leadership of multidisciplinary training and coaching teams.
  • Strong instructional design expertise and stakeholder engagement skills.
  • Excellent stakeholder engagement and communication skills, with experience leading through change.
  • Strong leadership presence with the ability to influence and advise senior stakeholders.
  • Knowledge or willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori; appreciation of Te Tiriti o Waitangi as it applies in the public service.

    • Benefits

  • A competitive salary and benefits package.
  • Flexible working arrangements, including remote / hybrid options (role dependent).
  • 5 weeks annual leave and an Income Protection and Critical Illness Insurance scheme for all permanent employees.
  • Find out more about our benefits here.

    • Seniority level

  • Mid‑Senior level

    • Employment type

  • Full‑time

    • Job function

  • Human Resources

    • Industries

  • Government Administration

    • How to Apply

    Applications close : 17 November 2025. Please click apply to upload your CV and cover letter detailing your suitability for the role.

    Equal Opportunity Employer

    To be considered for this position you must have a legal right to live and work in New Zealand. Waka Kotahi is an equal opportunity employer (EOE). We recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process. We may begin shortlisting as we receive applications and may withdraw advertising at any time.

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    Customer Manager • WorkFromHome, Wellington, New Zealand