Diploma in Omnichannel Orchestration and Experience KPIs
Online postgraduate diploma of 800 hours in omnichannel orchestration and experience KPIs: 8 modules covering omnichannel strategy, customer data platforms, journey orchestration, contact centre and conversational channels, experience KPIs, voice-of-the-customer programmes and analytics, with an assigned technical tutor.
Diploma in Omnichannel Orchestration and Experience KPIs — studying from New Zealand
Product design and human-machine interface work in New Zealand spans consumer goods, medical devices, agricultural machinery and digital products, with a strong design community in Auckland and Wellington. Design-led companies often export globally, and the country's reputation for innovation in outdoor and sporting equipment supports a steady demand for industrial designers. Professionals may work in-house for manufacturers, in design consultancies, or with research organisations on usability and interface development.
Fees for New Zealand: NZ$3,550 (New Zealand dollar), with instalments and employer sponsorship available.
Relevant bodies in New Zealand
Typical roles
Questions from New Zealand
Do New Zealand professional bodies regulate design and human-machine interface work?
Design and HMI work is generally not a regulated profession in New Zealand. Engineers in product roles may pursue Engineering New Zealand registration if their work is engineering-based. Industry associations also exist for designers. SEIUM's qualifications are private and not accredited by any national body, so their value is judged by employers.
Where do product and HMI engineers work in New Zealand?
Typical employers include software and hardware product companies, manufacturers, medical device and consumer product firms, and design consultancies. Hiring usually focuses on a strong portfolio and evidence of user-centred work. A private qualification can add to your profile, but it does not guarantee employment or a particular outcome.
Is this workable online with a job, and what language level is needed?
The programmes are fully online and taught in English, so you need solid English for technical reading and writing. No student visa is required to study from New Zealand. You will have an assigned technical tutor and complete a final project. Fees are payable in instalments, employer sponsorship is possible, and specialist courses take 300 hours.
Take the controls.
Run a real engineering trade-off from this field. Move the sliders, watch the model react in real time and beat the challenge.
What you will be able to do
Define an omnichannel strategy consistent with the brand proposition.
Structure customer data into a single view in compliance with the GDPR.
Design event-orchestrated journeys with handover between channels.
Optimise conversational and contact centre channels.
Build experience KPI trees linked to business results.
Implement voice-of-the-customer programmes that close the loop.
Develop dashboards that support decision-making.
Who it's for
- Customer experience managers looking to orchestrate journeys across every channel.
- CRM managers who want to connect customer data with measurable experience KPIs.
- Customer experience analysts aiming to build KPI trees and dashboards.
- Journey designers moving into event-driven orchestration.
- Contact centre managers integrating conversational channels and chatbots.
- Martech consultants who design customer data and orchestration architectures.
- Engineering or science graduates seeking to enter the automotive industry.
What you'll work with
- Regulation (EU) 2016/679 (GDPR) (General Data Protection Regulation)
- ISO 23592 (service excellence principles and model)
- ISO 10002 (customer satisfaction and complaints handling)
- ISO 18295-1 (customer contact centres: requirements)
- ISO/IEC 27001 (information security management systems)
- Directive 2002/58/EC (ePrivacy) (privacy and electronic communications)
- ISO 10004 (customer satisfaction monitoring and measuring)
- Salesforce Marketing Cloud
- Adobe Journey Optimizer
- Qualtrics XM
- Power BI
- Genesys Cloud
8 modules
1.1From multichannel to omnichannel1.2Physical, digital and conversational channels1.3Single customer view1.4Cross-channel journeys1.5Brand and message consistency1.6Omnichannel maturity models1.7Organisation and internal silos1.8Omnichannel in vehicle sales1.9Return on omnichannel investment1.10Case study: omnichannel diagnosis of a brand
2.1CRM and customer relationship management2.2Customer Data Platform and identity resolution2.3Consent and preferences under the GDPR2.4System integration through APIs2.5Customer data quality and governance2.6Segmentation and audiences2.7Martech architecture2.8Connected-vehicle data as a channel2.9Information security under ISO/IEC 270012.10Practical exercise: unified customer data model
3.1Orchestration engines and rules3.2Event- and behaviour-based triggers3.3Next best action and personalisation3.4Frequency and commercial pressure management3.5Handover between digital and human channels3.6Onboarding and retention journeys3.7Win-back of lost customers3.8Testing and quality control of flows3.9Modular and dynamic content3.10Workshop: designing an orchestrated onboarding journey
4.1Contact routing and queues4.2Chatbots and virtual assistants4.3Instant messaging and WhatsApp Business4.4Knowledge management for agents4.5Escalation from chatbot to human agent4.6Contact centre service quality ISO 18295-14.7Voice and text analytics4.8Customer-service employee experience4.9Accessibility of conversational channels4.10Case study: redesign of an after-sales chatbot flow
5.1Transactional and relational NPS5.2CSAT, CES and first-contact resolution rate5.3Operational metrics: times and abandonment5.4Behavioural and retention metrics5.5Customer lifetime value5.6Metric trees and leading indicators5.7Setting targets and thresholds5.8Survey bias and manipulation5.9Relationship between experience and financial results5.10Practical exercise: KPI tree for an after-sales journey
6.1Event-triggered survey design6.2Closing the loop with the customer6.3Text and sentiment analysis6.4Root-cause analysis of dissatisfaction6.5VoC programme governance6.6Complaints handling under ISO 100026.7Customer experience under ISO 235926.8Reporting to senior management6.9Integration with continuous improvement6.10Case study: VoC programme for a dealer network
7.1Data modelling for experience7.2Multichannel attribution7.3Cohort and survival analysis7.4Propensity and churn models7.5Executive dashboard design7.6Experimentation and statistical significance7.7Report automation7.8Alerts and anomaly detection7.9Data storytelling7.10Practical exercise: omnichannel dashboard in Power BI
8.1Diagnosis of the starting situation8.2Definition of priority journeys8.3Data and channel architecture8.4Orchestration design8.5KPI system8.6Test and pilot plan8.7Monitoring dashboard8.8Deployment plan8.9Report and presentation8.10Final project: final review with the tutor
How you'll learn
100% online training on the SEIUM campus, with downloadable material, recorded classes and an assigned technical tutor. There are no fixed timetables: you progress at your own pace within each intake, so the programme is compatible with work.
Each module combines theory, guided reading of the original standard and applied exercises. The working software is Salesforce Marketing Cloud, Adobe Journey Optimizer, Qualtrics XM, Power BI and Genesys Cloud, in free, academic or evaluation versions. Cases are studied on real procedures for designing and testing orchestrated journeys on a marketing platform, voice-of-the-customer programmes in a sales network and building experience dashboards. Assessment is continuous by module, plus the final capstone project.
Standards covered: Regulation (EU) 2016/679 (GDPR), ISO 23592, ISO 10002, ISO 18295-1, ISO/IEC 27001, Directive 2002/58/EC (ePrivacy), ISO 10004.
Build it end to end
Your final project follows the real engineering workflow, step by step, reviewed by your tutor.
Where this takes you
Requirements
- Prior technical training or professional experience in the sector. No university degree is required.
- An internet connection and a computer capable of running the programme software.
- English sufficient to read technical standards.
Ready to start?
Send your application today. Our admissions team replies within 72 hours with your study plan and funding options.
Frequently asked questions
The programme totals 800 hours over 6–8 months. You set your own pace within each intake, and your tutor helps you plan the workload around your job.
You work with Salesforce Marketing Cloud, Adobe Journey Optimizer, Qualtrics XM, Power BI and Genesys Cloud, using free, academic or evaluation versions. Your tutor indicates the free alternative wherever one exists.
A SEIUM Institute diploma, awarded on passing the continuous assessment and the final project. It is SEIUM's own qualification, not an official state degree; its recognition depends on the programme completed and the regulations of each country.
Yes. Modules passed are recognised in a higher programme in the same area (postgraduate diploma or master's). Ask about the recognition policy when you enrol.
Prior technical training or professional experience in the sector (no university degree required), a computer able to run the programme software and English sufficient to read technical standards.
Start dates are set by SEIUM's faculty for each intake. Our admissions team will confirm the next available date when you apply.
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