Customer and Product LEAD - National Contact Centre

Customer and Product Lead – National Contact Centre Location: AucklandNational Contact Centre, Oranga TamarikiFixed Term (6 months) - ending June 2026Make a meaningful impact by shaping the future of technology and customer experience in our National Contact Centre.Mō te tūnga | About the roleWe’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 Experience in a Contact Centre or similar operational environment. Proven ability to develop and deliver technology roadmaps and pilot initiatives. Strong customer-centric mindset with experience translating insights into product improvements. Excellent communication and stakeholder engagement skills. Familiarity with digital tools and technology platforms, specifically Genesys Cloud platform. Strategic thinking with the ability to turn ideas into actionable plans. Understanding of tikanga Māori and te reo Māori, and a commitment to Te Tiriti o Waitangi.Qualifications & Experience: Tertiary qualification in a relevant field is beneficial but not essential. Proven experience in technology optimisation, customer insights, or service improvement and design. Ability to travel within New Zealand as required.Nōu te rourou | What's in it for youWe 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.To see all the benefits of working for Oranga Tamariki, please visitMe pēhea te tuku tono | How to ApplyApply 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. If you have any questions about roleApplications 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 do reserve the right to close the advert once 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.