Developer Experience Manager

Posted on 08-Nov-2018
Application Close Date: 19-Nov-2018
Job Details
Location:
Wellington
Category:
Information & Communications Technology
Position Type:
Fixed Term Full-Time
Job Reference:
IRD/FR1366398
Attachments:
Note clipNo File Attached
  • Digital Experience and Customer Readiness sub-programme for the Business Transformation programme of work
  • Inter-Agency Secondment, Fixed Term or Contractor opportunity to June 2019
  • Wellington based

 

Background

Inland Revenue's (IR) Digital Experience and Customer Readiness (DXCR) sub-programme is critical for ensuring that the customer's digital experience is at the core of our organisation and that our digital transformation puts the customer at the centre of everything we do, whilst also ensuring that IR remains compliant and achieving its outcomes. 

The DXCR sub-programme will move the organisation closer to putting the customer at the centre of everything we do, as defined in our Customer Experience Blueprint where we strive to:

  • Provide greater access, availability and pervasiveness of self-management
  • Tailor and personalise services and channels (with a particular emphasis on digital)
  • Embed customer centric emphasis in design and delivery
  • Extend the digital border and use of business partners in the tax ecosystem

 

The role

The DXCR sub-programme will support channel shift to digital channels and reduce IR's cost to serve.  A key element of the DXCR sub-programme is the design and development of new digital ecosystem services that will extend IR's digital border, the use of business partners in tax ecosystem solutions that will help our customers self-manage their obligations and entitlements. 

The Digital Ecosystems workstream is working collaboratively with customers, with agencies across government, and in the private sector as we design new processes and services.  We've had great success so far with our Gateway Services (Business-2-Busiess) that allow customers, intermediaries and software providers to seamlessly connect to IR's systems in real-time.  In fact, demand is so great that our Developer Experience Team is growing!

The Digital Ecosystems workstream is looking for an additional Developer Experience Manager who will manage the end to end experience of software developer customers who wish to adopt API products and services.

These are highly visible positions, requiring excellent relationship skills; strong time management and documentation skills; attention to detail; a good understanding of software integration; an ability to work as part of a close team; and a passion to give our customers a great experience when interacting with IR.

To be successful in this role, you will bring skills and experience that enable you to effectively:

  • Manage and support software developer customers through the process of onboarding to products/services, including testing and deployment procedures
  • Help customers understand test environments, network connectivity, certificate management, and IP address whitelisting
  • Improve Developer Experience across the full customer journey software developer customers
  • Contribute to design and improvement of IR touch points the developer portal, API product documentation including SDKs, use cases
  • Manage and update web content, communications, blogs, and other interactions with the software developer community - including API Roadmap, product updates and version changes
  • Provide subject matter expertise and support for software developer customers on API products
  • Manage product support to resolve issues and incidents quickly, and effectively
  • Contribute to design and improvement of API products by engaging software developer customers in prototyping and testing activities, and collecting continuous feedback
  • Promote/evangelise the value and benefits of API products and services to software developer customers to drive adoption
  • Promote/evangelise the “Voice of Customer” for software developer customers within IR

 

Our customers are geographically spread, often technically proficient, and always from diverse business backgrounds. The successful candidate will be able to provide business and technical advice, while liaising with a wide range of IR experts to ensure the best possible outcomes for everyone.

We're looking for a talented individual who not only has great technical skills but also the passion, energy and drive to help establish this innovative capability in Inland Revenue. If this sounds like you, we'd love to have you join our team!

If this sounds like the next challenge you need to keep you on your toes and put your experience to great use, please apply now by submitting your application online - including a covering letter and updated CV which demonstrates your relevant skills and experience.

If applying for a Secondment please ensure you speak to your current manager and have their approval before applying.

If you require further information contact Fiona Ramson on 0800 IR Jobs or 04 890-2126

Applications close 19 November 2018.