Lead Advisor | Client Experience | Wellington
Job Description
About the role | Mō te tūnga:
• Office based role in Wellington
• Permanent role based at National Office
The Lead Advisor, Client Experience is a senior subject matter expert who provides expert advice and leads the coordination and delivery of work focused on understanding and improving the experience of clients across all channels.
The role translates client experience insights into clear, actionable information that supports evidence informed decision making and continuous improvement across MSD.
The Lead Advisor contributes to strengthening client experience practice within Continuous Improvement, promoting the consistent use of client insight to support service quality, system improvements, and organisational capability.
What you bring | Ōu pūmanawatanga:
• Previous experience in a customer and user insight expertise role, with the ability to gather, interpret and synthesise qualitative and quantitative client insights to understand client needs, behaviours and pain points.
• Previous experience working with service‑design methods, journey‑mapping, and experience‑design principles
• Significant experience with monitoring, interpreting and understanding policies and procedures and ensure their alignment with organisational strategies and work objectives
• Confident in communicating and articulating potential resolutions or strategies in a clear, compelling, and tailored manner to address specific challenges or meet organisational needs
• Significant experience in identifying potential stakeholders, analyse their expectations, and develop strategies for managing stakeholders and their expectations
• Demonstrated experience providing authoritative advice to senior leaders on complex or ambiguous issues, integrating multiple evidence sources to inform strategic and operational decision making.
What’s in it for you
• Contribute to nationally significant work
• Work alongside experienced professionals
• Influence service design and delivery
Position Description | He Whakaahuatanga Tūnga:
Salary | Utu-ā-tau: $122,381.00 - $152,296.00
Applications close | Ka kati ngā tono hei te: Wednesday 24 June 2026
About us | Mō mātou
The Ministry of Social Development (MSD) is a people-centred organisation. We’re in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.
We provide social policy advice to government, and assistance including income, employment and housing support to people of all ages, families, whānau and communities.
As a Te Tiriti o Waitangi partner, we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.
Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.
How to apply | Me pēhea te tuku tono
Before you submit your application, please take a moment to review our guidance to understand how AI can best support your application. Candidate Guidance - Responsible AI use in recruitment
To apply, click the 'Apply Now' button to upload your CV, cover letter and complete the online application form.
Note: Your cover letter will be a key part of our assessment process. Please highlight how your skills and experience relate to the key responsibilities listed in the position description and job advertisement.
All applications must be made online. If this is not possible or if you have any queries, please contact us at [email protected]
Internal MSD Employees – please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.
Joining us | Ko te hono mai
Joining MSD means being part of a whānau that celebrates the diversity each individual represents.
We show manaaki, we care about the wellbeing and success of people and want everyone to thrive and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. You can find out more about our values here.
If you have any support or accessibility requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.