Principal Advisor (Design & Innovation)

Transcription

1 Principal Advisor (Design & Innovation) Customer Design and Uptake, Services and Access, Service Delivery and Operations The Principal Advisor (Design and Innovation) provides specialist, strategic advice on innovative and customer-centred business change to the Design Manager, and the Customer Design and Uptake leadership team. The role provides critical support and thought leadership in defining, designing and delivering customer-centred business change within the Services and Access group and as required, across the Service Delivery and Operations (SDO) Branch. This role complements and supports the Design Manager to support capability development, design and delivery of innovative business change within SDO, and supports integrated public services and other all-ofgovernment customer-centred public service delivery. Reporting to: Design Manager Location: Wellington Salary range: Information Technology, I What we do matters our purpose Our purpose is to serve and connect people, communities and government to build a safe, prosperous and respected nation. In other words, it s all about helping to make New Zealand better for New Zealanders. How we do things around here our principles We make it easy, we make it work Customer centred Make things even better We re stronger together Work as a team Value each other We take pride in what we do Make a positive difference Strive for excellence Page 1 of 7

2 Working effectively with Māori The Department of Internal Affairs Te Aka Taiwhenua our Māori Strategic Framework enables us to work effectively with Māori. Te Aka Taiwhenua is underpinned by our mātāpono Kotahitanga, Manaakitanga, Whānaungatanga, He Tāngata. As DIA is an agent of the Crown, Te Tiriti o Waitangi/The Treaty of Waitangi is important to everything we say or do. We recognise it as an enduring document central to New Zealand s past, present and future. Building and maintaining meaningful relationships is important to work effectively with Māori, stakeholders and other agencies. We accept our privileged role and responsibility of holding and protecting the Treaty of Waitangi / Te Tiriti o Waitangi. Strategic Leadership Support the Design Manager in setting the strategic direction, developing innovative and agile ways of working, and building the capability of Business Design and Innovation (BDI) to achieve its outcomes Lead the development of service design-based thinking, innovative and experimental approaches to support agile business change Apply specialist knowledge of service design, agile, and strategic business change to policy to support internal and external business change Support innovative changes in thinking through effective communication with the right people, using the right channels The Principal Advisor (Design and Innovation) contributing thought leadership to Customer Design and Uptake and championing the Group s vision and strategic objectives. A clearly articulated vision and strategy for the embedding of customercentered, innovative, experimental, and agile business change approaches within the branch. Provision of effective support in assisting with the achievement of broader strategic objectives, including cross-agency initiatives. Page 2 of 7

3 Defining, designing and delivering business change Support the Design Manager, Customer Design and Uptake in defining priority business change innovations and customer-centric service and product development, including digital Work with the Design Manager, Customer Design and Uptake to ensure the team work programme supports SDO strategic priorities and aligns with strategic direction Support and assist the Design Manager, Customer Design and Uptake to embed a customer-centric approach to innovative business change and promote the utilisation of customer feedback, research and analysis to drive decisions on service design Support Design team Advisors and Senior Advisers to ensure work initiatives are supported by realistic planning, appropriate methodologies, and key stakeholder requirements are well understood Promote fit-for-purpose agile planning, monitoring delivery approaches to ensure delivery meets expectations and responds to changing business circumstances Ensure benefits are clearly identified, benefit delivery is planned and measured and appropriate postimplementation and benefit realisation reviews are held Expert Advice Provide trusted advice and recommendations to the Design Manager and Customer Design and Uptake leadership team about innovative business change opportunities, priorities, risks and trade-offs Provide expert advice based on sound knowledge of SDO s business areas and the issues they face Advise on key service design, agile project and programme documentation and processes Advise on the choice and most effective use of a range of tools and techniques for business innovation and change management (e.g. agile project management, service design, systems thinking) Prepare and peer review Ministerial correspondence and briefings as required Agreed frameworks and methodologies are developed, promoted, and used to manage the successful delivery of change into the business Fit-for-purpose agile planning, monitoring delivery approaches are embedded to ensure team deliverables meet expectations Agile sprint-based approach is applied to priority business change initiatives to manage successful delivery Benefits are clearly identified for SDO projects, benefit delivery is planned and measured and appropriate postimplementation and benefit realisation reviews are held Project reviews and evaluations have been undertaken for all priority initiatives and lessons documented Trusted advice and specialist expertise is provided to the Customer Design and Uptake leadership team Positive feedback on the quality of advice and contribution provided Advice is based on current knowledge and sound evidence Innovation and development of SDO services are well informed by customer and stakeholder understanding Quality advice and analysis is provided to Ministers, as required Page 3 of 7

4 Building Capability Champion a team culture that is innovative, customer focused, proactive and consistent with the values of the Department, inspiring staff to deliver high level performance Build practical service design and agile project capability within the Design team, and more broadly across Customer Design and Uptake teams Develop and support the provision of capability resources and tools to support the agreed strategic initiatives and priorities Support the identification and recruitment of top talent, foster fresh ideas and innovative approaches to customer centric business change Help foster a culture where staff understand the need for adaptability, flexibility and agile sprint-based working Stakeholder Engagement/Collaboration Proactively develop, leverage and maintain collaborative relationships with internal and external stakeholders in the fields of innovation, service design, and technology enabled agile business change Provide a consultative role within Customer Design and Uptake,, SDO, DIA and with other external stakeholders on customer-centred, innovative, and agile business change Demonstrate a collaborative approach to influencing business change within SDO and externally to ensure strategic outcomes and tactical initiatives are effectively delivered Provide effective stakeholder management to ensure SDO and DIA projects and initiatives deliver to expectations A high performing design team is established with all the requisite skill sets required to operate in an agilebased environment Service Design, agile and innovation expertise is shared across Customer Design and Uptake, DIA and externally, as required An increase in Service Design, agile and digitally-focused capability within SDO and DIA The Design Manager and Customer Design and Uptake leadership team are well supported, advised and informed Effective networks are established internally and externally to ensure solutions are customer centric and achieve departmental goals Relationships are leveraged to remove barriers and to enable teams to work together to successfully design and deliver better public services Page 4 of 7

5 Advise Collaborate with Influence Inform Manage/ lead Deliver to The Department of Internal Affairs Planning and Reporting Work in liaison with the Design Manager and Customer Design and Uptake leadership team to create and report on annual plans Contribute to the Customer Design and Uptake strategic direction by leveraging knowledge about the needs of the business, emergent trends and best practice in agile change delivery to support SDO outcomes Use agile planning approaches to support the development and delivery of the overall Design team and Customer Design and Uptake workplan, as well as application to specific initiatives Report on outcomes and outputs of delivery initiatives Health and safety (for self and team) Take responsibility for keeping self and team free from harm Ensure staff are informed of Health and Safety requirements in the workplace and are equipped to carry out their work safely The Design Manager and Customer Design and Uptake leadership team are well supported in agile planning, monitoring and delivery of branch priorities Expertise used to inform transparent planning and contribute to a clearly articulated strategic direction An embedded culture of transparent and visible monitoring, reporting and evaluation of change initiatives, experiments, and innovations Team outputs are visible and shared as appropriate All requirements of DIA s Health and Safety policy and procedures are met. Who you will work with to get the job done Internal External Design Manager, Customer Design and Uptake Manager Customer Design and Uptake Managers in Customer Design and Uptake Services and Access Leadership Team (SALT) Design Team DIA Managers and Teams Senior Managers and staff in client agencies Project Managers External consultants and suppliers of expert services Ministers Your delegations as a manager Human Resources delegations Financial delegations Direct reports N/A N/A None day-to-day pastoral care and coaching/mentoring of staff required Page 5 of 7

6 Your success profile for this role At DIA, we have a Capability Framework to help guide our people towards the behaviours and skills needed to be successful. The core success profile for this role is Specialist. Keys to Success: Customer Focus Continuous Improvement Problem solving Interpersonal savvy Navigating complexity Communicating with influence Technical and specialist learning What you will bring specifically Experience: Extensive experience and proven success in customer-centred design, agile programme, project management and delivering an end to end product/service, including digital product/service development A proven track record in providing strategic and thought leadership in innovation and experiment-driven environments Extensive experience in collaborating with diverse and complex stakeholders at senior levels across multiple organisations Proven experience in providing strategic leadership and trusted advice and identifying emergent opportunities and challenges Knowledge: An in-depth understanding of customer centred design and service design methodologies An in-depth understanding of commissioning, digital service design and delivery, with experience in applying these in complex environments with competing stakeholder demands Strong understanding of agile programme and project management methodologies and practices Comprehensive knowledge and understanding of government operations, business and financial planning processes Strong understanding of the policy, regulatory and legislative environment Skills: Problem-solving skills and a level to work through issues of considerable complexity, using high-level conceptual and strategic thinking skills Excellent relationship management, negotiation, facilitation and influencing skills, which can be applied at all of government level, and with external stakeholders Proven ability to lead cross-functional teams Page 6 of 7

7 Your success profile for this role What you will bring specifically without formal authority Ability to operate in a fast-paced environment that requires excellent time-management and the ability to multi-task and prioritise effectively Proven ability to influence and facilitate significant change in thinking and approach Other requirements: Degree-level qualification in a relevant IT field/or extensive relevant experience New Zealand Citizenship A flexible approach to championing and supporting innovation and pragmatic use of methodologies to support experimentation and innovation. An experimental mind-set Page 7 of 7