Senior Service Designer - Transformation Leader

New Zealand Government; Wellington; On-site; NZD 122,000 - 152,000; Full time

Job summary

New Zealand Government is seeking an experienced Lead Service Designer to drive major service and customer experience initiatives from the National Office in Wellington, with consideration for Auckland or Christchurch. You will lead design work, mentor teams, and influence strategic decisions across MSD’s Transformation Group.

You will apply human-centred design, research, journey mapping and stakeholder engagement to identify gaps, develop roadmaps and strengthen the service design capability

Qualifications

• Deep service design expertise with strategic judgement and credibility to influence senior leaders and stakeholders.
• Extensive experience leading complex service design activity in a transformation environment.
• Significant experience applying service design methods and tools across complex initiatives and shaping strategic service improvements.
• Ability to connect strategy and delivery, translating implementation requirements into practical service design recommendations and solutions.
• Strong research, analysis, journey mapping, testing, workshop facilitation and stakeholder engagement capability.
• Proven ability to mentor, motivate and influence others, building capability, collaboration and high performance.
• Ability to work through ambiguity, identifying where Service Design capability and artefacts are required to add value and strengthen programme deliverables.
• A commitment to embedding Te Ao Māori, te reo Māori, tikanga, kawa and Te Tiriti o Waitangi into the way we work.

Responsibilities

• Lead strategic service and customer experience initiatives.
• Use human-centred design, research, journey mapping and analysis.
• Identify service gaps, root causes and develop improvement roadmaps.
• Partner with leaders and multidisciplinary teams to shape service strategies.
• Mentor others, strengthen practice and promote continuous improvement.

Skills

Service design leadership

Complex transformation

Stakeholder engagement

Mentoring teams

Job description

New Zealand Government is seeking an experienced Lead Service Designer to drive major service and customer experience initiatives from the National Office in Wellington, with consideration for Auckland or Christchurch. You will lead design work, mentor teams, and influence strategic decisions across MSD’s Transformation Group.

You will apply human-centred design, research, journey mapping and stakeholder engagement to identify gaps, develop roadmaps and strengthen the service design capability