Manager Customer Learning

Overview

Lead learning strategy & coaching for NZTA customer service teams

Key Responsibilities

• technical support
• learning design
• budget management
• customer experience
• continuous improvement
• learning strategy

Tasks

-Collaborate closely with the Head of Customer Assisted Channels and other internal and external partners to ensure learning solutions are adaptive, impactful, and aligned with NZTA’s strategic goals. -Provide strategic thought leadership and operational oversight of training programmes, technical coaching, and product support. -Collaborate with cross-functional teams to shape future-ready customer experiences. -Oversee a technical coaching helpdesk, providing real-time technical and product support to customer teams, and comprehensive advice and education to customers. -Support onboarding and upskilling, driving capability uplift and ensuring our people are equipped to meet quality and compliance KPIs. -Lead the creation and maintenance of best-in-class learning and delivery programs that support multi-product, multi-channel, and multi-skill operations -Manage budgets and resources efficiently to maximize the impact and value of learning initiatives. -Collaborate with our Agent Centre Networks to ensure capable front counter services are compliant and provided on behalf of NZTA. -Develop and manage the training and development strategy, learning pipeline, and technical coaching product support for our customer teams. -Lead strategic learning initiatives that elevate customer service across NZTA. -Drive continuous improvement and innovation in training and coaching frameworks. -Champion continuous improvement by aligning learning initiatives with organizational priorities and integrating data-led insights and best-practice frameworks.

Requirements

• senior l&d
• leadership
• instructional design
• stakeholder engagement
• continuous improvement
• change management

What You Bring

-Senior experience in learning and development strategy, ideally in public transport or regulated environments and within a customer service environment -Proven leadership of multidisciplinary training and coaching teams. -Experience in designing and delivery of continuous improvement to improve learning effectiveness and efficiencies. -Strong instructional design expertise and stakeholder engagement skills. -Excellent stakeholder engagement and communication skills, with experience leading through change. -Strong leadership presence with the ability to influence and advise senior stakeholders.

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Benefits

-5 weeks annual leave and an Income Protection and Critical Illness Insurance scheme for all permanent employees. -Flexible working arrangements, including remote/hybrid options (role dependent). -A competitive salary and benefits package.

About Nz Transport Agency Waka Kotahi

-Committed to enhancing transport systems for safer and more sustainable roads. -Key focus on improving safety, reducing congestion, and supporting economic growth. -Works on high-impact projects like highway upgrades, bridge construction, and public transport systems. -Partners with local councils, contractors, and government bodies to drive transport innovation. -Focus on long-term projects, including future-proofing infrastructure for urban and rural areas. -Committed to integrating new technologies, like electric vehicle charging infrastructure.

Sector Specialisms