Digital Channel Manager

About the Organisation
Our client is a purpose-driven organisation that delivers essential digital services to customers across New Zealand. With a strong focus on accessibility, innovation and service excellence, they are committed to creating simple, secure and effective digital experiences that support long-term customer success.

About the Role This opportunity will see you take ownership of a portfolio of digital self-service channels and platforms. You will lead the strategy, optimisation and ongoing enhancement of customer-facing digital experiences, ensuring they are intuitive, efficient and customer-centric.
Working across multiple business functions, you will identify opportunities to improve customer journeys, increase digital adoption, introduce new capabilities and deliver measurable business outcomes. You will also play a key role in shaping future channel strategy, vendor management and performance reporting.

Day-to-Day Responsibilities

• Develop and own the digital self-service channel strategy aligned to business and customer objectives
• Define and maintain channel roadmaps across customer portals, self-service tools, knowledge platforms and digital engagement channels
• Map, analyse and optimise customer journeys to improve usability and customer outcomes
• Gather insights from customers, operational teams and stakeholders to identify enhancement opportunities
• Lead the delivery of new features, platform improvements and integrations with internal and external partners
• Establish governance frameworks, reporting standards and performance measures across digital channels
• Manage relationships with third-party vendors and platform providers

Skills & Experience

• Proven experience managing digital channels, self-service platforms or digital products within a technology, telecommunications or service-based environment
• Strong understanding of customer experience design, user experience principles and digital service delivery
• Experience working with customer portals, knowledge management systems or vendor self-service platforms
• Commercial understanding of online customer journeys, digital engagement and e-commerce capabilities
• Strong analytical capability with experience using data and customer insights to drive decision-making
• Demonstrated project delivery experience, working across multiple stakeholders and teams
• Vendor management experience with the ability to build and maintain effective relationships
• Exceptional communication skills with the ability to influence, engage and present to a range of audiences
• Relevant qualifications in business, digital, technology or a related discipline are advantageous

Apply now with your CV and cover letter

[Please note, we can only consider applicants that are legally entitled to work in New Zealand at the time of application.]