Te Taurapa Tūhono | New Zealand Trade and Enterprise (NZTE) purpose is simple – to grow companies internationally, bigger, better and faster, for the good of New Zealand.

At NZTE, the Customer Way is our Operating Model and it’s our shared commitment to delivering meaningful value for our customers. Looking ahead, we’re excited to harness the efficiency and possibilities of AI and digital technologies to further enhance how we work together. We’re seeking a visionary lead to shape and deliver the Customer Way roadmap, driving continuous improvement and innovation across our global teams.

As our Customer Way Manager, you’ll design and deliver the Customer Way roadmap, including ways of working, capability, process, and systems, to align business objectives and customer needs. You’ll work cross-functionally with Product, Data, and CSG teams, ensuring seamless implementation and maximum impact with minimum waste.

This is a rare and high‑impact opportunity to lead end‑to‑end process optimisation, and influence how NZTE shows up across international markets. This role includes:

· End to end process management and operating architecture. Proactively identifying opportunities to streamline workflows and standardise best practices.

· You will help empower teams to collaborate efficiently, adapt to changing needs, and drive sustainable improvements that benefit both our people and our customers.

· Engaging deeply with global customer-facing teams and customers to understand needs and design an improved future state.

· Designing and implementing an evolving Customer Way roadmap and backlog, reflecting vision, desired improvements, change, and innovation.

· Collaborating with the GM of International and the International teams, to ensure a truly global perspective.

· Exploring how NZTE’s AI tools can better enable the Customer Way, day to day

· Driving holistic improvements, change, and innovation, informed by user insights and relevant metrics.

· Participating in CRM governance to ensure alignment and support for the Customer Way.

· Partnering with the Customer Way Delivery & Change Lead to articulate scope, objectives, and success metrics for workstreams.

Success means embedding the Customer Way framework, processes, and behaviours across NZTE, maintaining a visible pipeline of continuous improvement, and leveraging digital tools (especially AI and CRM) to deliver greater value to customers. Key capabilities include:

· Deeply user-centric mindset, advocating for others and imagining future possibilities.

· Digitally native, understanding how AI and digital tools can shape the Customer Way.

· Strong relationship and interpersonal skills, able to build trusted relationships and collaborate across teams dynamically.

· Proven capability to simplify.

· Innovative, forward-thinking, and open to creative solutions.

· Skilled in stakeholder management and engagement strategies.

· Expertise in using data and insights to inform decisions and accelerate improvements.

· Relentless focus on pacey, continuous improvement and embedding behaviours that enable success.

NZTE is truly global, meaning your work will influence teams across multiple markets every day. We embrace flexible working as standard, with the technology and tools to support you to work where you need to. You’ll also enjoy:

· 5 weeks annual leave

· A collaborative, high-performing culture

· The opportunity to shape how NZTE delivers value on a global scale

· Exposure to international teams, diverse thinking and innovative digital initiatives

You can review the Position Description here: Customer Way Manager

If this sounds like the impact you’re looking to make, we’d love to hear from you.

Please apply with your CV and cover letter by 11:59pm 25th February, two weeks from the go‑live date, telling us why this role is the perfect next step.

We believe New Zealand is good for the world. New Zealand Trade and Enterprise (NZTE) is an equal opportunity employer. At NZTE it is all about our people and we seek diversity of thought; we welcome and encourage you to apply regardless of ethnicity, gender, religion, age, sexual orientation, gender identity, neurodiversity or disability. If we need to make specific accommodations in any part of the interview process, please note this in your application or discuss with the Talent Acquisition Partner.