Senior Service Designer

Kōrero mō te Tūranga – About the Role Are you passionate about understanding both the needs of customers, employees, and creating experiences that are human focused? Are you fascinated by systems and how to get people, tools and processes working well to deliver great customer experiences? Do you get a thrill out of solving problems for people, love to co-create with diverse minds, and are comfortable with ambiguity? This role works across Te Uru Rākau – New Zealand Forest Service to design new services and improve those already existing to meet the needs of both our target audiences and the organisation. Your role will be making a difference to the social, economic and environmental wellbeing of New Zealand. In this role you’ll:

• Plan and lead service design work on a wide range of projects.

• Use a range of research techniques to capture, translate and communicate customer insights and needs.

• Understand, analyse, and map complex end-to-end customer journeys, staff experiences, and the relationship between different components of a service including people, props, and processes.
• Collaborate with a range of people to design new services, improve existing ones, and find the balance between customer and business goals and needs.
• Analyse existing services and collaborate cross-functionally to identify opportunities to remove pain points for our customers and staff to streamline operations.
• Work closely with Business Analysts, Project Managers, Policy Analysts, and frontline staff.

Mōu – About You You have solid experience working in service design which includes understanding customer journeys, identifying the needs of customers and staff and figuring out how different components of a service can work together to deliver great customer and staff experiences. You have sole practitioner experience or have the ability to work independently. Your experience will also include:

• Developing and delivering customer journey maps based on qualitative and quantitative research.
• Creating and using service blueprints to show how a service is delivered, and the interactions and dependencies between people, props, and processes.
• Planning and facilitating workshops with a wide range of stakeholders and customers, including strategy workshops, requirements gathering workshops, and co-design workshops.
• Monitoring how well existing services are running, particularly the staff and customer experience, and recommending opportunities for service improvement.
• Communicating customer insights, service designs and opportunities to a range of stakeholders.
• A solid knowledge of, or strong interest in, te ao Māori and tikanga is preferred. Alternatively, an open mindedness to learn.

You must have a current full New Zealand driver licence (not temporary, learner, or provisional) or equivalent full foreign drivers licence, and any endorsements required for the type of driving you’ll be doing. #J-18808-Ljbffr