Customer and Product LEAD - National Contact Centre

Customer and Product LEAD - National Contact Centre

Join to apply for the Customer and Product LEAD - National Contact Centre role at Oranga Tamariki—Ministry for Children .

Mō te tūnga | About the role

We’re looking for a strategic and customer‑focused Customer and Product Lead to join our Business Support team at Oranga Tamariki. This role is pivotal in driving technology innovation, enhancing customer experience, and leading continuous improvement initiatives, whilst leading expertise the Genesys Cloud application across our National Contact Centre (NCC).

Your responsibilities will be as follows

• Lead the development and execution of the NCC technology roadmap aligned with organisational strategy.
• Build strong relationships with technology vendors, internal teams, and operational leaders.
• Lead with key objectives to support quality services, which are effective, efficient and consistent across all delivery.
• Design and deliver proof of concepts, automation and AI applications with the ability to support and lead pilot initiatives to explore emerging technologies.
• Champion the voice of the customer in all technology and process improvement decisions.
• Identify and implement continuous improvement opportunities across systems and processes.
• Monitor and report on performance, quality, and user experience to ensure benefits are realised.
• Collaborate across teams to ensure technology is leveraged to drive efficiency and effectiveness.

Ngā pūmanawatanga ōu | What you will bring

Qualifications & Experience

Nōu te rourou | What's in it for you

We offer a vibrant and supportive team, flexible work options and a genuine commitment to wellbeing. We offer significant training and professional development so that you can thrive and grow. We welcome diversity and are committed to working in an inclusive and respectful way. This is your opportunity to apply your skills and experience to the wellbeing of tamariki and rangatahi.

Me pēhea te tuku tono | How to Apply

Apply online with your CV and Covering Letter. If you are an Oranga Tamariki employee already, please ensure you apply with a log in using your Oranga Tamariki email address.

Applications close : Friday 5th December 2025. We will be reviewing and inviting candidates to interview as we go, so get your application in now! Please note we reserve the right to close the advert once the role is filled.

If you are interested in any of our vacancies, please ensure that you make yourself familiar with our code of conduct as it sets out our expectations for our kaimahi and requires you to present at work free from the influences of both drugs and alcohol.

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