About the role

Principal Advisor - CX Design

Why you’ll like it

• Central government agency with impact across Aotearoa
• Delivery-first: 70% doing / 30% strategy
• Variety, autonomy, visible outcomes
• Supportive, collaborative CX & Digital team

The Opportunity
Own end-to-end CX initiatives that make a tangible difference for customers and communities across New Zealand. You’ll improve existing services and processes, design new user-centred solutions, and lift CX capability across the organisation. It’s a hands-on, fast-moving environment where priorities shift and pragmatism matters. You’ll balance quick wins with longer-term outcomes, build strong relationships across UX, Digital, Data, Policy and Operations, and help embed human-centred ways of working.

Candidates must have permanent working rights and be residing in Wellington to be considered for this position. 

Company Profile
Join a Wellington-based central government agency with a broad mandate and real-world impact on Kiwis nationwide. You’ll be part of a small, skilled practice that values learning, wellbeing and a commitment to Te Tiriti o Waitangi.

The Role

• Lead CX initiatives from discovery to delivery and handover
• Turn research and voice-of-customer insights into action
• Apply service design: journeys, personas, blueprints, prototyping
• Collaborate with cross-functional teams for end-to-end experiences
• Prototype and communicate using Figma, Miro, Adobe XD
• Coach teams; run training, workshops, design sprints and co-design
• Contribute to standards, frameworks and reusable assets
• Advise leaders; present findings and influence decisions
• Support strategy while prioritising delivery
• Contribute to key workstreams: employee experience, tech modernisation, regulatory reform, and ad hoc CX initiatives

Your Fit

• 4+ years in CX/UX/service design with end-to-end delivery
• Strong facilitation, stakeholder engagement and influence
• Hands-on with research, journey mapping and prototyping
• Thrives in complex, evolving environments; outcome-focused
• Public sector familiarity (or ability to learn quickly)
• Nice to have: consulting-style experience, change/transformation, tech-enabled service design

If this sounds like you, I’d love to hear from you—apply now or email your CV to stella@potentia.co.nz.