Principal Advisor Assisted Technology, Sector Digital Channels, Data & Digital at Te Whatu Ora, All Locations
Mō tēnei tūranga mahi | About this role
Join Te Whatu Ora at a key time of change where you will meaningfully contribute to our kaupapa of creating a more equitable, accessible, cohesive and people-centred health system. This is mahi that will improve the health and wellbeing of everyone in Aotearoa, and we've got an opportunity for you to be part of it.
Te whiwhinga mahi | The Opportunity
The Principal Advisor Digital Assisted Channel Technologies role is an advocate for our health consumers and whānau who have historically been unable to access traditional channels. This is a high-profile opportunity due to the responsibilities of this role in supporting nationally significant products and services, and in supporting and influencing key stakeholders within Te Whatu Ora and the wider health system.
Our Sector Digital Channels team is the driving force behind change in our nationally enabled services. We're on a mission to create cost-effective and sustainable digital solutions that revolutionize accessibility. From user-friendly digital self-service options to seamless integration and automation, we're here to make life easier for the workforce, health consumers and whānau.
We take pride in managing, delivering, and providing unwavering support for all our national external services. From Te Whatu Ora to Te Aka Whai Ora and Manatū Hauora, we've got our fingers on the pulse of it all.
Design and Channels are responsible for the design and delivery of our consumer facing digital products used by a wide range of consumers and whānau across Aotearoa. We aspire to create products that are accessible to the broadest consumer audience and that our services are consistent across the channels we provide to support equitable access.
Our Assisted Digital Channels team champions the needs of all health consumers and whānau who have historically been unable to / chosen not to access traditional channels. We work in collaboration with our Design Practice and other teams within Sector Digital Channels, Te Whatu Ora and our communities to develop solutions that deliver the best possible consumer experience across all assisted service channels which are equitable, efficient, seamless, and contribute to bridging the digital divide.
Mōu | About you
As our Principal Advisor Digital Assisted Channel Technologies, you will be responsible for creating next level positive experiences and outcomes for people, whānau and communities through the development and promotion of digital assisted channels, embedding them into the Te Whatu Ora technology landscape, setting them up for re-use and ensuring Te Whatu Ora Assisted Digital Channels are easily accessible, understood and deliver value to those who need it.
As an expert in contact centre & consumer engagement technologies and omnichannel best practices you will use your experiences and knowledge to take the lead in the development and delivery of key programmes of work where these technologies can be utilised to enhance our existing and new assisted channels to enable the empowerment of our health consumers and whānau to take greater control over their own health outcomes.
We need flexible, resourceful people with a strong equity focus who can successfully engage, inspire, and lead people on a journey. You will be joining a fast-paced and complex environment and will need to be pragmatic and able to advocate for the value of a human-centred approach.
Ngā pūkenga me ngā wheako | Skills and experience
- Experience with omnichannel customer engagement / contact centre software, systems, and processes, ideally Genesys and NICE.
- A working understanding of CRM systems; experience using and contributing to Salesforce is highly desirable.
- Previous experience working strategically and applying critical thinking, as well as sound judgement, in the development of options and provision of advice.
- Substantial prior experience in a relevant Principal Advisor position reviewing complex reporting and applying critical thinking to provide salient messages in audience targeted reporting and communications.
- Familiarity with reporting and monitoring tools e.g., Datadog.
- Familiarity with PaaS platforms, in particular AWS, Azure and MuleSoft.
- Demonstrated intuition and the ability to balance good process with the need to make clear decisions in demanding situations such as. priority service outages.
- Demonstrated ability to work under tight timeframes and manage competing priorities while remaining resilient under pressure.
- Experience working in the health sector or other Government agency preferred.
Ka kawea e koe | You will bring:
- A commitment to being a good Te Tiriti partner in all your actions. This includes an understanding of the significance of and obligations under Te Tiriti o Waitangi, and the ability to apply Te Tiriti principles in a meaningful way in this role.
- Competency with te ao Māori, tikanga, and te reo Māori or a commitment to starting your journey and taking ownership of your learning and growth.
Ko te mahi e tika ana mō te ao hurihuri nei | Work that suits today's ever-changing world
Te Whatu Ora supports flexible and hybrid working for our kaimahi. In roles that don't require an in-person element, we encourage you to ‘work from where you are.' We want our national teams to be made up of diverse people from across the motu, just like our health system.
Tō mātou whakahaere ki te tika, te rerekētanga, me te whai wāhi mai | Our commitment to equity, diversity and inclusion
Our name, Te Whatu Ora, means ‘the weaving of wellness'. Whatu is the combining together of people, resources, organisations, thoughts and actions for the betterment and wellbeing of all. Whatu is also a direct reference to the pupil of the eye, and the vision required of the new entity and system.
At Te Whatu Ora we acknowledge and respect our people's diversity and spiritual needs, ensuring a safe workplace that is a whānau orientated and supportive environment. We are working towards a system that better meets the complex demands of a growing population, addresses the persistent inequalities experienced by Māori and ensures greater access, experience and outcomes for those traditionally not well served by the system – Māori, Pacific and Disabled People.
Tō tūranga i roto i Te Whatu Ora | Your place in Te Whatu Ora
When you join us, you become part of transforming the health system. This is a once in a life-time change, that will touch the lives of everyone in Aotearoa, and future generations. We want to see the real you in your application and welcome the real you on board if you come and work with us. Skills are gained across many areas of our life, not just in formal employment. If you can demonstrate the skills listed in the ad, but the experience was gained through whānau life, community or mahi aroha (volunteering) we encourage you to apply and share your story with us in your cover letter.
We particularly welcome applications from our diverse Māori, Pacific, disabled, and rainbow communities.
Me pēhea te tuku tono | How to apply
To view the position description and/or apply for the role (by submitting your cover letter and CV), please click “APPLY NOW.” For tracking and reporting purposes, all applications must be submitted through our online career portal. If you have any questions about the role, please feel free to contact Bella at email@example.com
Ngā taipitopito tūranga mahi | Job details
|Te Whatu Ora
|Permanent Full time
|IT & computing
|Principal Advisor Assisted Technology PD.pdf (PDF, 248KB)
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