Customer Experience Squad Leader | Kaiārahi Tira Ratonga Kiritaki (Fixed Term – 12 Months)

Lead a high-performing tech support team and shape how Parliament delivers exceptional customer service.

Mō te tīma | About the Team

The IST Customer Experience team is the engine behind how Parliament’s technology services are understood, adopted, and improved. We’re a collaborative group that turns complexity into clarity through training, documentation, process design, and knowledge sharing. We work across IST squads, project teams, and stakeholders to ensure systems are not only delivered but embraced. 

We’re also a fun, and friendly team that enjoys a bit of banter, and we value people who bring curiosity, and a sense of humour to their work. 

Mō te tūnga | About the Role

We’re looking for a Customer Experience Squad Leader who can lead from the front someone who brings energy, structure, and a strong customer mindset to everything they do.

This is a hands-on leadership role where you’ll guide a team of 6 staff, ensuring day-to-day operations run smoothly while continuously improving how we deliver service across IST. You’ll work closely with other squad leaders, stakeholders, and vendors to deliver on our service promise: first time, every time.

You’ll take ownership across these key areas:

Team Leadership & Development

You’ll provide day-to-day leadership, coaching, and support to your squad, setting clear expectations, building capability, and fostering a high-performing, positive team environment. You’ll manage performance, support development, and lead conversations that help your people grow.

Customer Service Delivery

You’ll ensure exceptional service is consistently delivered across all customer interactions. You’ll champion a customer-first mindset, strengthen stakeholder relationships, and work across squads to improve service delivery and customer experience.

Service Improvement & Operations

You’ll contribute to service development initiatives, support work planning, and identify opportunities to improve processes and performance. You’ll help embed a ‘one team’ approach across IST, ensuring alignment with strategic goals and service standards.

Stakeholder & Vendor Management

You’ll build and maintain strong relationships with internal stakeholders and external providers. From managing service expectations to supporting SLAs and resolving issues, you’ll play a key role in ensuring services are delivered effectively and reliably.

Tō kete | What You Will Bring

• Proven experience leading or supervising teams in a customer service or IT environment
• Strong relationship management and stakeholder engagement skills
• Excellent communication skills (written and verbal)
• Ability to plan, prioritise, and manage competing demands
• Experience driving service improvements and operational excellence
• Familiarity with ITIL frameworks (certification preferred)
• Strong problem-solving skills and sound judgement
• A proactive, calm, and adaptable approach especially under pressure
• Experience with Microsoft 365 and service management tools

Please note: To be considered for this position you must be a New Zealand Citizen or Permanent Resident and able to obtain and maintain a NZ Government National Security clearance at CONFIDENTIAL level. Click here to check your eligibility. 

Ngā āhuatanga kei a mātou | What’s in it for You?

You’ll join a supportive, high-performing team where your leadership will make a real impact. We offer five weeks of annual leave, flexible working arrangements, and the opportunity to contribute to the delivery of world-class parliamentary services.

You’ll also have access to on-site facilities including a gym and pool, and the chance to work in a unique and meaningful environment at the heart of New Zealand’s democracy.

This is a fixed-term role for 12 months. The starting salary range is $105,435 – 116,409 per annum.

Me pēhea te tuku tono | How to Apply

Applications close midnight Thursday 2 April. All applications must be made online.

For more information or a confidential kōrero, contact Fredwyn.Kisona@parliament.govt.nz

Please note: We will be screening applications as they are received and may close the advert early if we find suitable candidates. Interviews will begin shortly after the advert closes. You may be asked to complete a pre-interview screen via phone or video. Applicants must hold at least a Residency class visa. 

If you have any support or access requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process. 

Note to Recruitment Agencies: We appreciate your interest, but we are not accepting applications from recruitment agencies currently. Unsolicited CVs received without written confirmation of acceptance from Parliament's talent team will not be received and Parliamentary Service and Office of the Clerk are not responsible for any fees related to unsolicited CVs.