Senior Service Designer

ANZ; Auckland; On-site; NZD 110,000 - 170,000; Full time

Benefits offered by this job

Flexible working arrangements

Wellbeing services

Discounts on ANZ products and services

Job summary

ANZ is seeking a Senior Service Designer to shape end-to-end service experiences using human-centred design. You will work across multidisciplinary teams to uncover customer needs, translate insights into practical service concepts and drive meaningful outcomes that improve customer experiences in complex environments.

You’ll lead design sessions, collaborate with stakeholders, and contribute to governance and risk-aware service design initiatives across the Pacific region.

Qualifications

• Proven experience in service design or customer journey design.
• Strong ability to translate insights into service concepts and blueprints.
• Excellent stakeholder management and facilitation skills.

Responsibilities

• Partner with customers and delivery teams to uncover needs and opportunities.
• Map customer journeys and service experiences to identify improvements.
• Facilitate collaborative design sessions across diverse teams.
• Translate insights into service concepts and recommendations balancing customer, business and operational needs.
• Champion human-centred design practices across delivery teams.

Skills

Human-centred design

Stakeholder facilitation

Research methods

Journey mapping

Cross-functional collaboration

Job description

Ko Mātou – About Us

Kia Hanga I Te Ao, E Ora Ai, E Tupu Ai, Te Tangata Me Te Kainga. At ANZ, we’re shaping a world where people and communities thrive, driven by a common goal: to improve the financial wellbeing and sustainability of our millions of customers.

Mō te tūranga – About the role

At ANZ, we’re focused on creating better experiences for our customers, colleagues and communities. As a Senior Service Designer, you’ll use human-centred design to uncover customer needs, identify opportunities, and shape end-to-end service experiences that deliver meaningful impact.

Working across multidisciplinary teams, you’ll translate insights into practical solutions, influence stakeholders, and help drive customer-focused outcomes in complex environments. This is an exciting opportunity for an experienced designer who is passionate about solving problems, leading change, and creating services that make a real difference.

This is an exciting opportunity to contribute to a high-impact capability that supports the Pacific’s overall risk management, governance, and “well-managed” outcomes.

Role Type: Permanent, full time

Role Location:Auckland/Wellington

Ka aha tō rā e kite ai? – What will your day look like?

As a Senior Service Designer, you will:

• Partner with customers, stakeholders and delivery teams to uncover needs, pain points and opportunities through research, workshops and discovery activities.
• Map customer journeys and service experiences to identify improvement opportunities and drive better outcomes.
• Facilitate collaborative design sessions, bringing together diverse perspectives to solve complex problems.
• Translate insights into service concepts, blueprints and recommendations that balance customer, business and operational needs.
• Champion human-centred design practices while influencing stakeholders and supporting delivery teams to bring great experiences to life.

Ōu Pūkenga? – What will you bring?

To be successful in this role, ideally, you’ll bring:

• Proven experience in Service Design and/or Customer Journey Design, with the ability to design and improve experiences across complex ecosystems.
• Strong customer research and insight capabilities, including translating customer needs, behaviours and pain points into actionable design outcomes.
• Experience leading or contributing to change and transformation initiatives, with a track record of turning insights into tangible improvements, not just measuring customer feedback through VOC programs.
• Excellent stakeholder management and facilitation skills, with the confidence to influence and collaborate across a wide range of teams and senior leaders.
• Experience working within large, complex organisations, navigating multiple priorities, dependencies and stakeholder groups to achieve outcomes.
• Experience in banking, financial services or other regulated industries is advantageous, but not essential. We welcome candidates who bring strong service design expertise from a variety of sectors.

You’re not expected to have 100% of these skills. At ANZ a growth mindset is at the heart of our culture, so if you have most of these things in your toolbox, we’d love to hear from you.

He aha te take e uru ai koe ki a mātou? – So, why join us?

From the moment you join ANZ, you’ll be part of a work whānau striving towards a common purpose: shaping a world where communities thrive.

But it’s not just our customers who’ll feel your impact. You’ll feel it too. Because at ANZ, you’ll have the resources, opportunities, and community you need to take the next big step in your career.

We’re a diverse community at ANZ in different roles, different locations, doing different things. That’s why we have a range of flexible working arrangements, so our people can ‘make work, work for them’. We also provide a range of benefits including access to wellbeing services and discounts on selected products and services from ANZ and more.

At ANZ you’ll be part of an organisation where the different backgrounds, perspectives and life experiences of our people are celebrated. That’s because we’re committed to building a workplace that reflects the diversity of Aotearoa New Zealand’s communities and this is one of the reasons that has inspired us to develop a multi-year Te Ao Māori Strategy called Tākiri-Ā-Rangi. This includes increasing representation of Māori and Pasifika people at ANZ. Join us and get involved in one of our affinity networks which help us to better understand and meet the needs and interests of our increasingly diverse workforce.

Kua wātea te katoa ki te tono. We welcome applications from everyone and encourage you to talk to us about any adjustments you may require to our recruitment process or the role itself. If you are a candidate with an access requirement or disability, let us know how we can provide you with additional support.

To find out more about working at ANZ visit https://www.anz.co.nz/careers/.