Director Channel Engagement

Tēnei tūranga – About the role

The Information & Education (I&E) team is responsible for the planning and delivery of I&E strategies, programmes and initiatives in order to achieve MBIE’s regulatory strategies and drive a positive change in how customers experience I&E with our regulatory systems. The team 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 Director Channel Engagement is a senior leadership position within I&E. The Director Channel Engagement will be accountable for the overall delivery of the Channel Engagement team and work as part of the I&E Leadership team to drive initiatives.

The Channel Engagement team is responsible for driving I&E’s Digital Channel and Marketing & Product Strategies, ensuring they are integrated and utilise a customer-centred, cross regulatory-channel approach.

Ngā herenga – Requirements of the role

Personal specifications

• A strategic thinker who is able to make the connections between various aspects and implications for the organisation.
• Extensive experience working within I&E responses to regulatory system teams.
• Previous experience in designing and delivering transformational change initiatives.
• Demonstrated experience in developing and maintaining an environment focused on continuous improvement to enhance organisational performance.
• Demonstrated experience in adopting models underpinned by a kaupapa Māori paradigm.
• Ability to quickly establish and build strong working relationships and to develop trust and credibility with senior managers.
• Lead and develop a culture of high quality insightful solutions for customers through using day to day tikanga Māori in the team
• Self-motivation and persistence in challenging existing frameworks/ processes and pushing hard issues and capacity to deal with conflicts and opposition
• Evidence of using well-developed influencing skills to achieve effective outcomes.
• Understanding of government decision-making and operating procedures. Experience in, and a good understanding of the policy and service delivery environments.
• Must have the legal right to live and work in New Zealand
• A tertiary qualification in related discipline.
• Experience in a senior public sector role is desirable.
• Credit check required (yes).

Takohanga tuhinga o mua – Key accountabilities and deliverables

Critical Areas of Success

• Responsible for the overall delivery of the Channel Engagement team.
• Drives (alongside the leadership team) the I&E Integrated Channel Strategy and Customer Strategy.
• Drives the direction for an integrated approach for development of and maintenance of our online and offline channels, ensuring a multi-channel, customer-centred, cross- regulatory system channel approach to our public information programmes.
• Effectively balances and prioritises the enduring activities with mid to long term responses to strategy, channel and system improvement and risk lead work, directing and setting priorities for each team to respond to and/or deliver.
• Maintains an integrated picture of team performance, including ensuring an integrated approach across of our channels across our Regulatory Systems.
• Ensures the effective provision of accurate, objective and timely information, analysis and advice to Head of I&E, and MBIE senior leadership in order to support their strategic planning and decision-making.
• Works as part of the I&E Leadership Team to define the I&E strategies and outputs expected from the team to deliver on the Ministry’s and individual Regulatory Systems’ strategic objectives.
• Provides thought leadership and direction to the team.
• Models' exemplary management and leadership behaviours, and State sector ethics and values.
• Creates a sense of vision, engages and motivates people to participate, and makes things happen.

Digital Channel Leadership

• Leads continuous improvement activities that improve MBIE digital platforms, channel strategy and content to support I&E campaigns and a better customer experience.
• Leads, supports and enables systems team in other branches by testing new digital applications and changes to digital applications before design and implementation.
• Ensures continual enhancement of the digital channel performance using analytics and insights, working with the service centre to ensure our customer channels are aligned.
• Monitors the measurement and analysis of the performance of MBIE digital channels and using insights to provide business information and drive improvements
• Leads by providing expertise in digital marketing, for example search engine optimisation, social media, content or email marketing, radio and TV advertising.
• Leads 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.
• Ensures provision of web support and maintenance services as needed across MBIE’s digital channels portfolio.
• Leads, supports and enables the team to develop and maintain MBIEs processes and standards to uphold the government web standards.

Collective Leadership

• Participates collaboratively as a member of the I&E Leadership Team to ensure the development of sustainable organisational capability, and achieve expected efficiency benefits and ongoing improvements in cost effectiveness.
• Takes collective responsibility for the cohesion and performance of MBIE as a whole and provides peer support to other senior managers.
• Works with the I&E Leadership Team to define the outcomes and outputs expected from the Group to deliver on MBIE’s strategic direction.
• Contributes beyond core functional area to enhance overall effectiveness of the Service Delivery Group.
• Ensures consistency and alignment between different teams in MBIE and promotes solution seeking where there are legitimate differences.
• Represents Senior Leadership Team views to our people.

Relationship management

• Manages constructive working relationships with work colleagues, internal and external stakeholders to enhance understanding and cooperation needed to achieve desired results.
• Participates as an active team member and contributes knowledge and expertise to business processes and decision-making.
• Contributes to building strategic alliances with key government and non-government representatives to ensure MBIE’s views are influential in their decision-making.
• Develops effective working relationships with General Managers, Business Managers, National Managers, and other Business Advisors across MBIE.
• Represents whole-of-Ministry views and protects its reputation in external interactions.
• Maintain effectiveness of stakeholder relationships in challenging situations and seeking for continuous improvement based on stakeholder feedback.

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 Director Channel Engagement position reports into the Head of Information & Education within the Engagement & Experience branch. The branch sits within the Te Whakatairanga Service Delivery group.

More information about MBIE's structure

Matatautanga – Competencies (Leadership Success Profile)

The Leadership Success Profile (LSP) is a leadership capability framework, developed by the New Zealand public sector for the New Zealand public sector. It creates a common language for leadership and establishes what great leadership looks like. You can look at the twelve underpinning capabilities and four leadership characters here: Leadership Success Profile | Te Kawa Mataaho Public Service Commission(external link)

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).

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