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• Office based role in Wellington
• Permanent role based at National Office
The Director Continuous Improvement provides leadership across Customer Experience and Continuous Improvement to ensure client centered insights, evidence and feedback shape how Service Delivery designs and delivers its services.
The role drives a coordinated, system level improvement programme that strengthens service quality, consistency and outcomes for clients.
As a Senior Manager within MSD, this role influences decision-making, builds strong relationships with internal and external stakeholders, and ensures the delivery of improvement initiatives, contributing to the long-term sustainability and success of MSD.
• Proven experience leading customer experience and/or continuous improvement functions in a large, complex organisation
• Strong strategic thinking and systems level problem-solving, with the ability to translate data, insights and feedback into clear priorities and sustainable improvements
• Proven experience using audit and/or quality frameworks to identify opportunities and drive continuous improvement
• Proven and successful experience in strategic planning, operational management, project management, financial management and performance monitoring processes
• Proven ability to remove constraints and operate effectively with ambiguity
• Strong understanding of adult learning principles, with experience delivering learning in a complex organisation
• Proven ability to communicate clearly and influence senior stakeholders
What’s in it for you
This is a senior leadership opportunity to drive enterprise-wide continuous improvement and customer experience at MSD. You will lead meaningful system-level change and contribute to shaping how MSD delivers services for New Zealanders.
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.
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 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.
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