Manager Customer Learning

## Mo tenei turanga mahi | About this role

• Lead strategic learning initiatives that elevate customer service across NZTA.
• Drive continuous improvement and innovation in training and coaching frameworks.
• Collaborate with cross-functional teams to shape future-ready customer experiences.
• Location : Hamilton, Wellington, Palmerston North
• Te Whiwhinga mahi | The opportunity
• 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.

The key responsibilities of this role will see you :

You will find out more about the role here .

We are seeking to appoint at a salary between $156,458 - $191,226 commensurate to skills and experience.

You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi as it applies in the public service.

The Customer Learning Team designs and delivers targeted learning solutions that elevate customer interactions and foster consistency across service channels.

We offer :

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.Please note that we may begin shortlisting as we receive applications.

We encourage early applications as we may withdraw the advertising at any time.

| Location : | Waikato || Category : | Education |

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