Senior Client Experience Analyst | Wellington | Permanent
Date: 20 Jul 2026
Location: Wellington, NZ
Company: Ministry of Social Development
About our team | Mō te tīma
The Senior Client Experience Analyst sits within the Enablement Group and is part of the wider Learning and Continuous Improvement Group. The team works alongside Service Delivery teams and colleagues across MSD to understand client experience, identify improvement opportunities, and support better outcomes for New Zealanders.
You will work with senior and frontline colleagues, service designers, process improvement analysts, MSD Strategy and Insights, and external partners including other government agencies, service providers, community groups, and contracted vendors.
About the role | Mō te tūnga
In this role, you will listen to clients, gather and analyse data, and develop actionable insights that tell compelling client stories to MSD leaders and frontline staff.
As a champion of the voice of the client, you will lead collaborative projects with Service Delivery teams using best practice design thinking, co-design, qualitative research, and survey methodologies to support continuous improvement for our clients.
You will design research proposals, discussion documents and surveys, coordinate project team activities, lead client workshops, focus groups and phone-based interviews, and present insights to both technical and non-technical audiences. You will also help develop client experience survey tools, manager dashboards, and current and future state client journey maps to guide service and channel improvements.
What you bring | Ōu pūmanawatanga
- Extensive experience collecting and analysing qualitative and quantitative data, and using insights to measure change and support improvement.
- Strong communication, presentation and storytelling skills, with the ability to present actionable insights to a broad range of stakeholders.
- Proven ability to build effective working relationships across a large organisation and work collaboratively with internal and external stakeholders.
- A strong understanding of client experience, service design, design thinking, co-design, survey design, and applied client research.
- Experience facilitating workshops and adapting your approach for different audiences.
- Excellent planning, organisational, analytical, problem-solving and relationship management skills.
- A strong client focus, team focus, and commitment to developing collaborative solutions.
- The ability to support team capability, coach or mentor others where needed, and contribute positively to change initiatives.
What’s in it for you | Nōu te rourou
This is an opportunity to use research, insight and storytelling to influence services that make a real difference for New Zealanders. You will help bring the voice of clients into decision-making and continuous improvement across Service Delivery and MSD.
You will join a supportive and inclusive working environment where collaboration, wellbeing, integrity and making a difference for communities are valued.
Position Description | He Whakaahuatanga Tūnga
A position description is below for this role. Please review it for more detail about the responsibilities, know-how, attributes, key relationships and delegations for the Senior Client Experience Analyst position.
Salary | Utu-ā-tau: $103,815.00 - $125,958.00
Applications close | Ka kati ngā tono hei te: Friday 31 July 2026 at 5pm.
About us | Mō mātou
The Ministry of Social Development (MSD) is a people-centred organisation. We’re in communities across the motu, working with partners to help New Zealanders be safe, strong and independent.
We provide social policy advice to government, and assistance including income, employment and housing support to people of all ages, families, whānau and communities.
As a Te Tiriti o Waitangi partner, we are committed to supporting and enabling Māori, whānau, hapū, Iwi and communities to realise their own potential and aspirations.
Our people are as diverse as the communities we serve. We care about the wellbeing and success of our people and provide a supportive and inclusive working environment where people can thrive and be who they are.
How to apply | Me pēhea te tuku tono
Before you submit your application, please take a moment to review our guidance to understand how AI can best support your application. Candidate Guidance - Responsible AI use in recruitment
To apply, click the 'Apply Now' button to upload your CV, cover letter and complete the online application form.
Note: Your cover letter will be a key part of our assessment process. Please highlight how your skills and experience relate to the key responsibilities listed in the position description and job advertisement.
All applications must be made online. If this is not possible or if you have any queries, please contact us at jobs@msd.govt.nz
Internal MSD Employees – please apply through your myHR portal at work. This will ensure that your myHR employee profile is visible as internal candidate.
Joining us | Ko te hono mai
Joining MSD means being part of a whānau that celebrates the diversity each individual represents.
We show manaaki, we care about the wellbeing and success of people and want everyone to thrive and be who they are in a supportive and inclusive working environment. We work together to make a difference for communities while doing the right thing with integrity. You can find out more about our values here.
If you have any support or accessibility requirements, we encourage you to tell us when you apply so we can assist you through the recruitment process.
