Advisor Digital Engagement

Tēnei tūranga – About the role

The Customer Service Delivery Branch is MBIE’s front door, ensuring people and businesses can easily access the support and information they need. By integrating customer service channels, digital engagement, products and marketing channels, and frontline advisory services, the branch delivers efficient, customer-focused services that improve compliance and optimise regulatory systems. 

As part of Te Whakatairanga Service Delivery, the branch enhances service delivery, leverages customer insights, and drives innovation to ensure a best practice approach to MBIE’s customer communications. Through smarter service design and engagement, it strengthens public trust and enables better regulatory outcomes. 

The Online Channels team is responsible for driving positive change in how our customers experience our channels across our portfolios and works with colleagues across the Te Whakatairanga Service Delivery group and wider MBIE to ensure a future focused, integrated approach based on best practice. 

The Advisor Digital Engagement is a digital generalist with broad abilities and understanding of web content design, user experience (UX), information architecture, website analytics, and content management systems.

This position helps ensure that our websites and digital tools within their portfolio allocation are appropriately maintained, updated and effectively deliver key content and messages following NZ government web standards and best practice.

The Advisor Digital Engagement will have the opportunity to develop a broad range of skills and experience across our engagement channels and business portfolios.

Ngā herenga – Requirements of the role

Personal specifications

• Knowledge of the NZ Government standards for accessibility and usability, accessibility charter requirements and implementation strategies, as well as a grasp of web best practice and digital trends.
• Ability to edit in and maintain websites in Content Management Systems (ideally Silverstripe and Plone).
• Ability to use website analytics (Google Analytics).
• Knowledge of cyber security, legal, and privacy requirements.
• Knowledge of digital user experience (UX) (principles, common research methods, common design tools and applications) and content design best practices.
• Ability to write and communicate complex technical information accurately and clearly in accessible plain language for web, so that it is well understood, including legislation or technical guidance.
• Ability to communicate digital and information-related web content risks in verbal and written styles to suit a range of audiences (internal and external business partners, colleagues, delivery partners and stakeholders).
• Excellent written and oral communication skills, including writing, editing and proofreading.
• Ability to work collaboratively as part of a wider team where functions must work together to achieve group/branch and team priorities from planning to delivery and reporting.
• A willingness to work through ambiguity and change, being flexible when working with business partners and responding to changing priorities and service delivery requests with a can-do attitude.
• Ability to work confidently without having the total picture and handling uncertainty.
• Delivery-focused, able to make things happen and achieve ambitious outcomes.
• Able to work efficiently and effectively with vendors and suppliers to ensure delivery of contract agreements.
• Ability to develop and interpret performance indicators and other metrics and apply statistical, analytical and modelling techniques where necessary
• Desk-based research
• A commitment to continuously improving knowledge in adopting models underpinned by a kaupapa Māori paradigm.
• A willingness to be part of a culture of high-quality insightful solutions for customers through using day to day tikanga Māori in the team. Self-awareness and ability to adapt your approach with others as necessary.
• A people-centred mindset and approach as part of a wider team.
• Relevant qualification or certification desired.
• Where direct work experience in the same function is not available, relevant experience is desired, e.g. in service delivery, contact centre or performing a co-ordinator role in a similar function.
• Must have the legal right to live and work in New Zealand.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Digital Engagement Deliverables

• Supports the delivery of the Online Channels, UX and content strategies, digital roadmaps, guidelines and procedures to provide a consistent experience across our channels.
• Represents the team and provides trusted, timely, accurate digital guidance, advice and practical support to others in Online Channels and MBIE.
• Actively seeks to grow an understanding of their portfolio’s subject matter and customers (of the regulatory system/business system) over time to minimise single points failure in the Online Channels team.
• Works with subject matter experts to create and edit content that meets customer needs. Ensures it aligns with content strategies, style guides, and meets NZ plain language requirements and web standards for accessibility and usability.
• Contributes to the team’s kaitiakitanga role, ensuring digital best practice and Government web standards are met so MBIE sites meet the needs of MBIE and our online customers.
• Puts the customer at the centre of all decision making to support customers to self-serve and reduce the need to seek help using other more expensive channels (e.g., service centre).
• Contributes to the planning and delivery of projects and initiatives and applies best practice methodologies and principles to support the achievement of organisational objectives. Provides technical expertise to projects and initiatives that impact our channels.
• Provides content, user experience, accessibility, analytics and measurement expertise and advice. Works with seniors and experts as needed.
• Supports website compliance with cyber security, legal, and privacy requirements at all times.
• Keeps up to date with latest digital trends, techniques and technologies.
• Edits and maintains websites using Content Management Systems.
• Works collectively across online channels to provide web support as needed across our digital teams.
• Assists with maintaining the quality assurance of websites. Looks for bugs, glitches, errors, broken links, and points of friction to create a faster, cleaner, better site that works the way it was intended.
• Supports systems teams in other branches with the development of new online applications systems by testing usability, (and user acceptance when required) before implementation to ensure they work for customers.
• Supports systems teams in other branches with ongoing plain english content and UI/UX support for their online application systems to ensure they deliver a seamless customer experience.
• Delivers specialist requirements depending on portfolio allocation such as building and maintaining content for tools and forms e.g. BuildingCode Hub, Heating Assessment Tool, Agreement Builders.
• Actively contributes to the successful delivery of the branch and group strategic and tactical work programmes.
• Provides a proficient level of web support and maintenance services across online channels.
• Contributes positively to the Channel Engagement Team’s programme of work and delivers in accordance with the work programme and performance plans.
• Ability to prioritise web requests and bugs/errors.
• Works collectively to provide surge capacity across Online Channels to support business needs
• Customer focus
• Be open to, and provides feedback on, the systems and processes
• Understanding of the product lifecycle and management involving basic data and statistical analysis tracking the performance against established metrics. Highlighting or advising action based on analysis
• Applying desk-based research and together with native data and research into NZ small business mindsets to shape up topics and content for our website and iterative improvements to tools

Personal Leadership (self-management)

• Ability to manage and balance a range of competing demands and project priorities while meeting tight deadlines and timeframes.
• Able to self-identify areas in personal approach and adapt and strengthen when required to deliver results.
• Establish and maintain effective, healthy working relationships with colleagues, delivery partners and business partners, providing proactive support and communication and taking a “no surprises” approach.
• Models behaviours aligned to MBIE’s values.
• Contributes to a sense of vision, participates as a team member, and makes things happen.
• Fosters an open, collaborative environment that encourages quality, innovation, ongoing learning and knowledge sharing.
• Sound judgement, integrity and discretion, particularly around work programme delivery.

Relationship management including Māori Crown relations

• Works closely with the Content and Marketing team, to ensure our channels are integrated and deliver an optimal customer experience across our touchpoints (website/marketing/social media/e-learning modules).
• Supports work with the Business Systems/Business Partner teams to support an improved user experience for their online applications/ customer facing systems.
• Represents Online Channels, and Engagement & Experience branch and whole-of-Ministry views and protects their reputation in any external
• Participate as an active team member and contribute knowledge and expertise needed to achieve TWSD and wider MBIE outcomes.
• Develop effective working relationships with with colleagues in order to transfer knowledge and learning from the team to the wider organisation.
• Maintain effective relationships and partnerships with business partners and external stakeholders, as necessary, in order to identify and share best practice information and to promote MBIE products and
• Demonstrates a commitment to learning and continuous improvement in partnering with Māori and cross-cultural capability.

Wellbeing, health & 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 Advisor Digital Engagement position reports into the Manager Digital Engagement, Channel Engagement within the Online Channels team, of the Engagement & Experience branch. The branch sits within the Te Whakatairanga Service Delivery group.

More information about MBIE’s structure

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