Kiritaki Centricity and Innovation Advisors
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Tēnei tūranga – About the role
Te Ara Amiorangi as our organisational strategy, sets a number of collective focus areas including being People Centred. We have a specific focus on our customers, putting them at the centre of our thinking and service design to deliver outstanding outcomes to the public – customer centricity.
Our Kiritaki, our customers, are anyone impacted by our policy, regulations or laws, or who use our services. Our Customer Promise is Simple, Safe, Certain.
The Kiritaki Centricity and Innovation Advisors are responsible for:
- Working with the Head of Kiritaki and Kiritaki Understanding and Engagement Lead to support MBIE in becoming a truly customer centric organisation.
- Contributing to building a customer insight approach, through understanding our Kiritaki – their needs, wants, perceptions and preferences through the collection and analysis of the voice of the customer and employee feedback.
- Working with technical experts across the Ministry, to use customer insights to help inform their work programme.
- Supporting business groups to consider customers in a consistent manner across MBIE, while maintaining the integrity of the business context.
- Providing tools, methodologies, capability and capacity to influence new ways of working to ensure customers are at the centre of what we do.
- Experience and understanding of the value and benefit of customer centricity and service design from a customer perspective across multiple disciplines.
- Working in a collaborative and open working environment; bringing creativity, innovation and practice into a new way of working.
- Building capability across the organisation, to imbed a customer centric culture.
This work will be underpinned by Te Whāinga Amorangi – Transformational Leadership, and support MBIE to be able to build strong partnership with Māori that will inevitably support positioning New Zealand as a thriving economy.
Ngā herenga – Requirements of the role
Personal specifications
Flexibility
Advisor
- Is comfortable working in an ambiguous and flexible environment, reporting through a matrix model.
Senior Advisor
- Is comfortable working and leading in an ambiguous and flexible environment, reporting through a matrix model.
Principal Advisor
- Demonstrated competence working and leading in an ambiguous and flexible environment, reporting through a matrix model.
Insights led design
Advisor
- Ability to interpret insights to influence customer outcomes.
Senior Advisor
- Ability to recognise and interpret insights to influence customer outcomes.
- Skills in developing, using and coaching others to use a range of approaches to maintain a customer first approach.
Principal Advisor
- Ability to design and drive outcomes based on sound customer insights and data.
- Capability to work with internal and external customers and external partners to design, deliver and integrate solutions.
- Strong expertise in developing, using and coaching others to use a range of approaches to maintain a customer first approach.
Facilitation
Advisor
- Ability to interpret insights to influence customer outcomes.
Senior Advisor
- Ability to recognise and interpret insights to influence customer outcomes.
- Skills in developing, using and coaching others to use a range of approaches to maintain a customer first approach.
Principal Advisor
- Ability to design and drive outcomes based on sound customer insights and data.
- Capability to work with internal and external customers and external partners to design, deliver and integrate solutions.
- Strong expertise in developing, using and coaching others to use a range of approaches to maintain a customer first approach.
Relationship Management
Advisor
- Ability to quickly establish and build strong working relationships.
Senior Advisor
- Ability to quickly establish and build strong working relationships.
- Ability to lead across groups and influence decision makers where there is no direct reporting relationship.
Principal Advisor
- Ability to quickly establish and build strong working relationships.
- Ability to lead across groups and influence decision makers where there is no direct reporting relationship.
- Ability to manage external relationships and influence within the organisation to deliver outcomes.
Quality Decision Making
Advisor
- Capability to use the right information and insights in the right context, at the right level and pace.
Senior Advisor
- Capability to use the right information and insights in the right context, at the right level and pace; making effective decisions considering impacts and independencies.
Principal Advisor
- Confidence to use the right information and insights in the right context, at the right level and pace; making effective decisions considering impacts and independencies.
Leadership
Advisor
- Capability to adapt style and approach across multiple types of leadership (people, thought, strategic, technical).
Senior Advisor
- Capability to motivate people to deliver, adapting style and approach across multiple types of leadership (people, thought, strategic, technical).
Principal Advisor
- Capability to motivate and empower people to deliver, adapting style and approach across multiple types of leadership (people, thought, strategic, technical).
Strategy Advisor
- Ability to identify and differentiate strategic and operational needs.
Senior Advisor
- Being able to balance strategic and operational needs with the ability to translate this into specific business contexts.
- Maintaining an end-to-end customer journey across all work activities.
Principal Advisor
- A high level of experience working in a strategic role and a proven track record in leading work programmes, balancing strategic and operational needs.
- Maintaining an end-to-end customer journey across all work activities.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Advisor:
- Taking a Kiritaki first and customer-centric perspective in all work undertaken within the team.
- Contribute to many and various works programmes requiring business experience, service design understanding and/or technical expertise.
- Integrates up-to-date information and evidence across relevant areas and disciplines to develop new insights and innovative.
- Works with little guidance - identifies the overall objectives and seeks guidance where required and uses initiative to resolve conflicts, manage risks and coordinate work with others. May review policy or service design work, provide quality control.
- Actively seeks to build and maintain a network of contacts.
Additional for a Senior Advisor:
- Applies fit for purpose frameworks and methods of analysis to identify problems, analyse the issues, and identify and assess the service design options.
- Ability to adapt methods and tools to tailor for business need.
- Contributing to planning, performance and reporting, risk management, business continuity planning, continuous improvement and assurance processes.
- Critically synthesises information from a wide variety of sources, uses expert knowledge of service design area and applies sound judgement.
- Leads multiple pieces of work concurrently and actively and independently plans and manages workload.
Additional for a Principal Advisor:
- Applies advanced system, strategic and critical thinking, clear and logical reasoning, and sound judgement to analyse issues.
- Takes a leadership role in cross-MBIE projects.
- Effectively influences through engagement and communication with senior stakeholders.
Wellbeing, health and safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others safety at all times.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Kiritaki Innovation Advisors position reports into the Kiritaki Understanding and Engagement Lead within the Kiritaki team. The Principal Advisors report to the Head of Kiritaki Centricity and Innovation. The branch sits within the Te Whakatairanga Service Delivery group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
