Jayne Russell Group General Manager, Client Experience and Service Design, Ministry of Social Development (MSD)

In September 2017 Jayne took up a new role within the Ministry of Social Development (MSD) as the Group General Manager Client Experience and Service Design.

The new business unit of Client Experience and Service Design is responsible for ensuring the voice of the client is embedded in the way we design, develop and deliver services to New Zealanders. Never satisfied with the status quo, we are always looking for more effective services and how we can deliver the right services to the right clients at the right time. To do this, we need to harness a wide range of information and evidence to determine which services and programmers work best for which clients.

Prior to this role, Jayne was the General Manager Investment Approach, a role she was in since May 2015. She has previously worked in the team as a National Manager from 2013-2014.  The then newly created Investment Approach Group became part of Work and Income (MSD’s operational Service Delivery) as part of a wider welfare reform programme. Some of the key aspects of the investment approach were the introduction of actuarial modelling to establish the lifetime costs of the welfare system (and the client segments within it), a clear investment strategy to ensure all Work and Income funding is optimally directed toward improving client outcomes and reducing the liability and a rigorous monitoring and evaluation of the effectiveness of services and supports in improving client outcomes.

Before leading the Investment Approach Group, Jayne was on a 12-month secondment to the role of General Manager Employer Services. Employer Services work with industry, business leaders and major employers at a national level. We use these partnerships to minimise skill and labour shortages and maximise job opportunities for our clients. Employer Services also support our frontline regional staff in the development of local labour market solutions.