Senior Service Design Leader — Transformation

Marketplace; Wellington; Hybrid; NZD 122,000 - 152,000; Full time

Job summary

The Ministry of Social Development is seeking a Lead Service Designer to drive significant service design and customer experience initiatives from our Wellington base. You will provide strategic leadership, use human-centered design, journey mapping, research, and engagement to identify gaps and build improvement roadmaps.

You will mentor colleagues and champion continuous improvement across programs. You’ll partner with leaders and multidisciplinary teams to shape service strategies and support

Qualifications

• Deep service design expertise and strategic thinking
• Extensive experience leading complex service design activities
• Experience applying service design methods across complex initiatives
• Ability to connect strategy and delivery and translate requirements into practical design
• Strong research, mapping, testing, and stakeholder engagement capabilities

Responsibilities

• Lead significant service and customer experience initiatives
• Provide strategic leadership and influence senior leaders
• Identify service gaps and develop improvement roadmaps
• Mentor others and strengthen the service design practice

Skills

Leadership

Strategic judgement

Stakeholder engagement

Research

Journey mapping

Testing

Workshop facilitation

Mentoring others

Ambiguity tolerance

Te Ao Māori embedding

Job description

The Ministry of Social Development is seeking a Lead Service Designer to drive significant service design and customer experience initiatives from our Wellington base. You will provide strategic leadership, use human-centered design, journey mapping, research, and engagement to identify gaps and build improvement roadmaps.

You will mentor colleagues and champion continuous improvement across programs. You’ll partner with leaders and multidisciplinary teams to shape service strategies and support