Digital Engagement Advisor - Engagement and Experience

Tēnei tūranga – About the role

The Digital Engagement Advisor provides functional expertise in how digital channels and tools support Information & Education (I&E) both within and across regulatory systems and strategies.  

The position is also responsible for: 

• Supporting the team to look for ways to improve Te Whakatairanga Service Delivery digital platforms, channels strategies and content to support I&E campaigns and a better customer experience.
• Supporting systems team in other branches by testing new digital applications and changes to digital applications before implementation.
• Creating content for websites, newsletters, guidance’s in plain English, in a way that meets the needs of a diverse audience.
• Continual enhancement performance of the digital channels, using analytics and insights, working with our service centre, other Information and Education team members, and internal and external stakeholders to ensure our customers’ channels are aligned.
• Contributing to marketing campaigns in the areas, for example search engine optimisation, social media, content or email marketing, radio, and TV advertising.
• Managing social media channels, including replying to posts, moderating notifications, creating content, etc
• Being up to date with innovation in the digital space, and able to identify how new design concepts and interaction models can be leveraged in order to improve efficiency, quality and consistency.
• Provide web support and maintenance services as needed across the Group’s digital channels portfolio.

Ngā herenga – Requirements of the role

Personal specifications

• Demonstrated experience in content creation for websites, social media, e-newsletters, and other digital channels, with proven ability to create content that at least meet NZ government website usability and accessibility standards.
• Very good understanding of how websites work and are organised, how to increase number of visitors and how to make them customer centric, rather than information driven.
• Experience in developing and managing social media channels, including development of posts, responding to queries, moderating posts, increasing number of followers, likes and engagement.
• Ability to develop, implement and evaluate digital and social media strategies, standards, policies, processes, and procedures.
• Practical experience with Content Management Systems (ideally Silverstripe), Adobe Creative Suite and MS Office.
• Excellent written and oral communication skills, including writing, editing, and proofreading.
• Knowledge of websites best practices, including writing for the web, plain language, Search Engine Optimisation (SEO) and Search Engine Marketing (SEM).
• Demonstrated understanding of user experience (UX) and customer experience (CX) principles and best practices.
• Experience in using website analytics (Google Analytics) to make actionable recommendations for improvement of digital channels.
• Excellent project management skills – with the ability to handle multiple competing projects.
• Proven ability to quickly establish and maintain strong working relationships.
• Effective management of issues, customer insights and communications in a complex political environment.
• Up to date with latest digital, websites and social media trends, techniques, and technologies, with the ability to identify how these can be leveraged to improve efficiency, quality, and consistency.
• Experience in developing digital products and service (apps) desirable but not essential.
• Knowledge of public sector processes and regulatory systems and how government works is desirable.
• A tertiary qualification is preferable – ideally in a related area (online/digital communications and communications and marketing) or related knowledge and experience.
• Must have the legal right to live and work in New Zealand.

Takohanga tuhinga o mua – Key accountabilities and deliverables

Delivers quality results which contribute to the Ministry’s outcomes

• Support development, implementation, and re-evaluation of Te Whakatairanga Service Delivery (TWSD) digital channels and multi-media content strategy, standards, policies, processes, and procedures.
• Represent the team and providing trusted, timely, accurate digital guidance, advice, and practical support to others in Information and Education, Engagement & Experience and wider MBIE. This includes advice on usability, and accessibility standards, and design and technical matters.
• Project manage/support (from idea creation to implementation) the development and enhancement of TWSD digital services and content.
• Contribute to the content work program related to digital marketing and digital communications.
• Champion TWSD regulatory parties’ visual identity and brand.
• Champion user needs and the effective use of digital channels throughout TWSD and MBIE.
• Contribute positively to the I&E digital strategy work and delivering in accordance with the work programme and performance plans.
• Continually look for ways to improve TWSD digital channels and online services.
• Measure and analyse data and the performance of the digital channels, including audits against government web standards and using insights to provide business information to drive improvements.
• Provide advice and support to help TWSD create relevant, accurate, necessary, and adequate information architecture (IA).
• Keep up to date with latest digital trends, techniques, and technologies, and identifies how these can be leveraged to improve efficiency, quality, and consistency.

Customer focus

• Contribute to the development and management of digital strategy across TWSD communication channels.
• Provide expertise and input for digital projects for Engagement & Experience.
• Assist and advise business teams to scope, create, edit, and maintain accurate, timely, high quality, customer-focused, content for TWSD digital channels.
• Perform quality assurance – making sure all content published align with appropriate standards, policies, legislations, principles, and guidelines, including NZ government web standards.
• Monitor the performance of content and social media, reporting on this, and identifying ways to improve.
• Work with MBIE colleagues and customers, to determine drivers and needs, and to identify opportunities for improved online customer experience.
• Advise manager of new existing social media channels for a variety of customers, from a variety of ethnic backgrounds and literacy levels.
• Help plan and conduct user research and testing sessions, analysing results, and providing recommendations.
• Apply knowledge in human factors, ethnography, and the user-centred design process to their work.
• Work with the MBIE’s Digital Channels Team to incorporate MBIE and TWSD visual identity into product and service design.

Relationship management

• Represent the Digital Engagement team, Information and Education, and Engagement & Experience branch and whole-of-Ministry views and protect their reputation in any external interactions.
• Participate as an active team member and contribute knowledge and expertise needed to achieve TWSD and wider MBIE outcomes.
• Develop effective working relationships with other MBIE managers and staff to transfer knowledge and learning from the team to the wider organisation.
• Build, enhance and maintain effective relationships and partnerships with internal and external stakeholders, as necessary, to identify and share best practice information, and to promote TWSD products and services.
• Build, enhance and maintain effective relationships with both internal and external vendors and suppliers, to successfully achieve TWSD deliverables.

Self management

• Model positive behaviours.
• Model the desired values and culture of the organisation.
• Willingly share knowledge, expertise and within the team and with others in the organisation.
• Act with honesty and integrity.
• Welcome feedback and are receptive to input from others.

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 Digital Engagement Advisor position reports to the Manager, Digital Engagement in the Information and Education team, of the Engagement & Experience Branch in 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