Strategic Service Designer for Transformation Programme

New Zealand Government; Wellington; On-site; NZD 115,000 - 141,000; Full time

Benefits offered by this job

Matching KiwiSaver contributions up to

Vision assistance

Flu vaccinations

Employee Assistance Programme

Job summary

The Civil Aviation Authority (CAA) is seeking an experienced Service Designer to join our Business Transformation Programme on a fixed-term basis. You’ll partner with stakeholders and project teams to design user-centred, end-to-end services that balance customer needs with regulatory requirements and organisational goals.

This role focuses on designing regulatory services within a major transformation, mapping journeys, developing service blueprints, and ensuring designs support improvements in

Qualifications

• 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.

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.

Skills

Service design

Facilitation

Stakeholder engagement

User-centred design

Analytical thinking

Job description

The Civil Aviation Authority (CAA) is seeking an experienced Service Designer to join our Business Transformation Programme on a fixed-term basis. You’ll partner with stakeholders and project teams to design user-centred, end-to-end services that balance customer needs with regulatory requirements and organisational goals.

This role focuses on designing regulatory services within a major transformation, mapping journeys, developing service blueprints, and ensuring designs support improvements in