Service Designer

Civil Aviation Authority of New Zealand; Wellington; On-site; NZD 116,000 - 142,000; Full time

Benefits offered by this job

KiwiSaver contributions up to 4%

Vision assistance

Flu vaccinations

Employee Assistance Programme

Job summary

The Civil Aviation Authority of New Zealand is seeking an experienced Service Designer to guide a major Business Transformation Programme on a fixed-term basis. You will design end-to-end regulatory services, collaborate with stakeholders and analysts, and drive user-centred improvements across initiatives that balance customer needs with regulatory goals.

Working within a transformation context, you’ll craft service blueprints, map journeys, and facilitate workshops with diverse teams.

Qualifications

• Significant experience in service design within transformation, regulatory, public sector, or customer-facing environments.
• Ability to map and design end-to-end services and operating models.
• Strong facilitation and stakeholder engagement skills.
• Experience applying human-centered design methodologies.
• Ability to translate complex requirements into practical service solutions.

Responsibilities

• Lead design and redesign of regulatory services across the transformation programme.
• Facilitate workshops with stakeholders, operational teams, customers, and sector reps.
• Map current-state and future-state services and customer journeys.
• Define service requirements with business analysts and SMEs.
• Develop service blueprints and service models.
• Ensure designs align with programme objectives and regulatory requirements.
• Identify opportunities to improve efficiency, customer experience and compliance.
• Support testing, validation, and refinement with users and stakeholders.
• Champion user-centred design practices across the programme.

Skills

Service design

Transformation projects

Stakeholder facilitation

User-centred design

Regulatory understanding

Job description

At the Civil Aviation Authority, we don't just keep New Zealand's skies safe and secure, we help shape the future of aviation.

• Design services that improve aviation experiences across New Zealand.
• Support a major transformation delivering better customer outcomes.
• Join a team driving meaningful change through user-centred design.

About the Role

We're looking for an experienced Service Designer to join our Business Transformation Programme on a fixed-term basis.

This is an exciting opportunity to help redesign how CAA delivers regulatory services to the aviation sector. Working across a significant transformation programme, you'll partner with business stakeholders, operational experts, business analysts, and project teams to design future-focused services that improve customer experiences, simplify processes, and support operational excellence.

You'll take a user-centred approach to understanding current challenges, identifying opportunities for improvement, and designing end-to-end services that balance customer needs, regulatory requirements, and organisational objectives.

This role will suit someone who is passionate about service design, enjoys facilitating conversations that spark innovation, and can translate complex business requirements into practical and effective service solutions.

About the Business Transformation Programme

This is your opportunity to get in at the start.

We are building a team to deliver a significant transformation that will shape the future of the organisation and the aviation sector. With strong executive support and a clear mandate for change, this is an opportunity to work on genuine transformation - not simply improve existing processes or deliver business as usual.

These roles are initially offered on a one-year fixed-term basis while the business case progresses through approval. We recognise that means taking a degree of risk. But for the right person, it is also a chance to get involved at the point where the programme is being shaped, make a meaningful contribution and work on a transformation that is genuinely important.

If you are motivated by complex change and want to help build something significant, this is the time to get involved.

Key Responsibilities

• Lead the design and redesign of regulatory services across the transformation programme.
• Facilitate workshops with business stakeholders, operational teams, customers, and sector representatives.
• Map current-state and future-state services, customer journeys, and business processes.
• Work closely with Business Analysts and subject matter experts to define service requirements and improvement opportunities.
• Develop service blueprints, service models, and other service design artefacts.
• Ensure service designs align with programme objectives, regulatory requirements, and organisational strategy.
• Identify opportunities to improve efficiency, effectiveness, customer experience, and compliance outcomes.
• Support testing, validation, and refinement of proposed service designs with users and stakeholders.
• Champion user-centred and service design best practice across the programme.

The salary band for this role is $115,536 - $141,751. Starting salaries are based on knowledge, skills and experience the successful candidate brings to the role, as well as internal relativities.

For more information on the role please view the position description.

What You'll Bring

If you're a collaborative and customer-focused service design professional who enjoys solving complex problems and creating better experiences, this is a unique opportunity to make a lasting impact.

To succeed in this role you'll demonstrate:

• Significant experience in service design within transformation, regulatory, public sector, or customer-facing environments.
• Experience designing and improving end-to-end services and operating models.
• Strong facilitation and stakeholder engagement skills, with the ability to bring diverse groups together.
• Experience applying human-centred design and service design methodologies.
• The ability to translate complex business requirements into practical, user-focused service solutions.
• Strong analytical and problem-solving skills.
• Experience mapping customer journeys, service ecosystems, and future-state processes.
• The ability to work collaboratively across business, operational, and technology teams.
• A passion for continuous improvement and delivering positive customer outcomes.

About Us

The Civil Aviation Authority (CAA) is New Zealand's aviation safety and security regulator. We play a critical role in protecting the travelling public, supporting the aviation sector, and strengthening New Zealand's international reputation.

Our vision is simple and powerful: A safe and secure aviation system - so people are safe, and feel safe when they fly.

Our values - Professionalism, Respect, Integrity, Transparency, and Collaboration - guide everything we do. We're committed to fostering a diverse, inclusive, and supportive environment where everyone feels respected, safe, and valued. Our people are central to our success.

Why Join Us?

• Matching KiwiSaver contributions up to 4%
• Vision assistance
• Flu vaccinations
• Employee Assistance Programme

Applications close: 7 September

Please be aware that we may start shortlisting as applications come in. We encourage early applications, as the advertisement may close sooner than stated.