Head Of Service Modernisation

Head Of Service Modernisation

Lead transformation of customer-facing services at NZ Transport Agency Waka Kotahi (NZTA). Drive digital innovation and continuous improvement across service channels. Newly created senior leadership role.

Te Whiwhinga mahi | The opportunity

As the Head of Service Modernisation at NZTA, you will lead the transformation of customer-facing services, driving a continuous improvement programme that champions a customer-centric and digitally enabled future. In this pivotal role, you will spearhead the strategic transformation and modernisation of customer service channels across the organisation, shaping and delivering a cohesive programme of change that embraces digital channels, automation, and ongoing innovation. You will also build and lead a high-performing team, fostering a culture of agility, creativity, and continuous improvement to ensure NZTA remains at the forefront of customer service excellence.

Ko koe tēnei | About you

We're looking for a strategic leader with:

• Proven experience leading large-scale service modernisation and transformation initiatives.
• Expertise in customer-centric design across physical, digital, and hybrid service environments.
• A strong background in customer experience strategy, journey mapping, and CX measurement.
• Experience leading co-design initiatives with internal teams and external stakeholders.
• Familiarity with tools and methodologies for continuous improvement and service innovation.
• Extensive experience directing cross-functional programs and managing complex change initiatives.
• Skilled in benefits realisation, stakeholder engagement, and business readiness planning.
• Experience in governance and reporting to executive leadership and government stakeholders.

You will demonstrate knowledge of, or a willingness to gain an understanding of Te Ao Māori and promote tikanga and Te Reo Māori. You will also have knowledge of, or a willingness to gain an appreciation of Te Tiriti o Waitangi (the Treaty of Waitangi) as it applies in the public service.

Mō mātou | About Us

Te Mahau – Customer and Services Group

Our purpose is to deliver great transactional products and services through operational excellence and a customer focus. We support the effective operation of the land transport system by making services simple, easy to use, and effective for the user. We continuously improve the experience of people who interact with NZTA, driving efforts to assess and elevate areas where the customer experience can be optimised.

The Service Modernisation function drives delivery of an agency-wide continuous modernisation and improvement programme, championing a customer-centric, digitally enabled future.

Ka whiwhi koe i te aha | What you will get in return

At NZTA, you'll join a team that's going places. We offer:

• 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.
• A culture that values diversity, inclusion, and continuous improvement.
• Opportunities to make a real impact on New Zealand's transport future.

Me pēhea te tuku tono | How to apply

Please click apply to upload your CV and cover letter detailing your suitability for the role.

Rā Katinga | Applications close:

28 January 2026

For further information, email: careers@nzta.govt.nz

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.

Please note that we may begin shortlisting as we receive applications. We encourage early applications as we may withdraw the advertising at any time.