Senior Service Designer

  • Company:
    Govt NZ Jobs
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    4 months ago
  • Category:
    Govt Jobs
  • Job Type:
  • Category: Other
  • Location: Wellington
  • Date Advertised: 25-OCT-19
  • Job Reference: NZTA/1428230
  • Job Title: Senior Service Designer
  • Business Unit:
  • Division:
  • Summary:
  • Variety of customer related projects throughout the organisation
  • Lead customer experience sprints to shape and deliver improvements
  • Location: Wellington (2 Positions available)

About us | Ko wai mātou

At Waka Kotahi, the NZ Transport Agency, it all starts with our people. The organisation’s performance and success depends on the people who choose to make this a great place to work and make a difference for Aotearoa. The Transport Agency has a strong future focus, understanding that new technologies and changing customer expectations mean the transport system we know today will not be the one we deliver in ten years time.

The Customer Experience Design and Change team supports NZTA to bring design thinking and human centred ways of working to solve important problems and deliver outstanding service experiences. We use insight and data, research and analytics; and customer-centric design methods to create transport solutions that help people get the most out of life and help communities and businesses to thrive.

The opportunity |
Te Whiwhinga mahi

As a Senior Service Designer, you will collaborate across the business to lead design assignments and integrate service design expertise into projects and improvement activities for the agency.

This role offers the opportunity to interact with significant pieces of work. You will be an advocate for the business and support a variety of customer related projects throughout the organisation, ensuring activities are of the highest quality.

You will be leading customer experience sprints to shape and deliver improvements to services and create better experiences across the transport system. You will be familiar with human-centred design practices, exploring customer challenges, ideating and prototyping solutions.

Your ability to navigate complexity and recommend the right course of action will be crucial to your success, as will your expertise at working with the business to understand service design from a customer perspective. In particular we are looking for the practical application of service design to add value to the organisation.

Other key aspects of this role will be leading and developing people, as well as strengthening systems processes and parameters within the team. We are looking for an adaptive, strong, supportive person who is inclusive and a clear communicator who can operate within a small but growing team.

You could come from various backgrounds, but what is important is your ability to think and work strategically and be able to translate technical jargon into easily understood information.

About you | Ko wai koe

To be successful in this role, you will bring:

  • Significant experience in the application of service design processes, in particular customer experience and service design in a large complex organisation.
  • In depth understanding of different service design tools, techniques and methods and the development and implementation of them.
  • Exceptional communication, facilitation and collaboration skills.
  • An agile mindset and approach to solving problems and getting results.
  • Knowledge of product design and digital delivery.
  • The ability to add value and to establish strategic relationships.
  • Solid experience in leading, influencing and building credibility across a range of stakeholders.
  • A strong desire to contribute to the service design team and capability development.
  • Understanding of transport sector policies and processes would be beneficial.


Should you have an interest in service design and think you have the skills to be successful in this role, we would love to hear from you.


Applications close | Rā Katinga: Friday 8 November

For a copy of the position description:

For further information, email:

To be considered for this position you must have a legal right to live and work in New Zealand.

NZ Transport Agency is an equal opportunity employer (EOE). At the Agency we recognise the importance of diversity and inclusion and are committed to providing a working environment that embraces these values. Please let us know if you need any support or have any access requirements that will help you through the recruitment process.