Senior Service Excellence Consultant
Senior Service Excellence Consultant
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Salary Not Disclosed
1 Vacancy
Job Description
Te Whiwhinga mahi The opportunity
The University of Auckland is dedicated to enhancing the capability and culture required to improve and innovate operational-service effectiveness across our complex service environment.
As a Senior Service Excellence Consultant you will play a pivotal role in leading and enabling this transformation. You will partner with senior leaders teams and service areas to embed fit-for-purpose tools techniques and service performance frameworks that make services more accessible user-friendly and responsive to both organisational and customer needs.
This role champions collaboration a shared service language and connected ways of workingbringing together delivery teams partners and customers to co-design integrated service experiences. As a visible leader in service management practice you will coach others in using tools such as service catalogues service standards and visual management boards to support continuous improvement and alignment with functional goals.
By helping others apply service thinking and customer-centred behaviours you will drive real and sustainable uplift in operational-service effectiveness across the institution. The role is ideal for someone who can build rapport quickly influence widely and hold strategic conversations with clarity humility and confidencelike a trusted advisor or consultative sales partner guiding transformation.
Ng Whinga o te Tranga What you are expected to deliver
As a Senior Service Excellence Consultant you will:
Lead service management capability by designing and delivering programmes that embed a shared approach to service performance aligned with organisational frameworks and strategy.
Develop customer-focused initiatives by using insights and trends to tailor service improvements that deliver measurable impact.
Enable capability uplift through coaching facilitation and tools such as visual management boards and service essentials.
Drive change and engagement by designing practical strategies and using clear communication to support adoption across all levels.
Build trusted relationships with senior stakeholders to influence decisions and embed service excellence as a core way of working.
This is a fulltime (37.5 hours per week) permanent position. The salary range for this role is between $110100 $149000 dependent on skills and experience.
For more detailed information please refer to the Position Description.
Qualifications :
He krero mu About you
You will be an experienced and credible service excellence professional with the interpersonal confidence and technical capability to lead change in a complex fast-paced environment. Youll bring deep consulting facilitation and coaching skills along with the maturity to build strong relationships hold your ground when needed and collaborate with humility.
You will be outcome-focused with a passion for enabling service performance through capability building visual management and customer-led innovation. Your background will reflect a solid mix of service delivery insight improvement methodologies and stakeholder influence across large-scale systems.
To be successful you will have:
A tertiary qualification in business organisational development or a related field
Experience with service management continuous improvement (e.g. Lean Six Sigma) and change methodologies (e.g. Prosci ADKAR)
At least ten years senior experience leading service performance or capability uplift programmes
Strong analytical communication and stakeholder engagement skills
Confidence using visual tools data and digital platforms to support improvement and service maturity
For a full list of essential and preferred criteria please see Position Description.
Additional Information :
Ng huatanga kei a mtou What we offer
The University is committed to providing an excellent working environment through:
Flexible employment practices (including working from home flexible hours)
Up to 6.75% company superannuation scheme
A competitive salary with five weeks annual leave
In addition we offer career development programmes discounted car parking a generous parental leave allowance childcare and a number of other discounts on internal and external services.
For more information please visitStaff Benefits.
Me phea te tuku tono How to apply
Applications must be submitted online by the closing date of 10 August 2025 to be considered. Please include your cover letter and your CV highlighting how you meet the key skills and experience outlined above.
We reserve the right to close applications early if a suitable candidate is found.
Please reach out to Maria Thomson via for a confidential conversation. Please note we are happy to answer your questions but we do not accept applications by email.
For further support on applying and how to write your cover letter or create a CV please see the staff intranet site detailing how to apply for internal roles.
Equity
The University is committed to meeting its obligations under the Treaty of Waitangi and achieving equity outcomes for staff and students in a safe inclusive and equitable environment. For further information on services for Mori Pacific women LGBTQIATakatpuiMVPFAFF people with disabilities parenting support flexible work and other personal circumstances go to
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
