Service Designer

Auckland Transport is on a journey, and our Customer Experience Design team is at the forefront of exciting and meaningful change.

Te Whiwhinga mahi | The opportunity

It’s an incredibly exciting time for AT and we have some important work to do to improve the experiences of our people and our customers. As a Service Designer you’ll be a part of AT’s Customer Experience Design team whose purpose is to co-create great experiences that make a meaningful difference to Aucklanders who work live and play in Tāmaki Makaurau. his role, in this high performing team, will work within and support teams as part of our Kea (process transformation) team. You’ll positively reshape and develop optimal customer and service experiences with a deep understanding and focus on touchpoints across the entire journey. You may have experienced some very recent examples of our teams work whilst you’ve been travelling though Auckland, the delivery of HOP vending machines at the airport just a few weeks back, and audio announcements on our buses in English and Te Reo.

Ko koe tēnei | About you – What are we looking for?

• Experience in design thinking, service design, experience design or digital delivery and have the confidence to articulate the value of human centred design
• Facilitation experience – designing and leading sprints and workshops that focus on delivering outcomes
• Collaborative mindset, with a strong desire to work with other people, building on their ideas and understanding the value of multiple, differing points of view to create a stronger outcome
• Empathy; for humans who experience our products and services, and a mindset to strive to understand them, their experiences and their needs
• Curious, open to new ideas, focused on change and improvement, and focused on understanding problems as a pathway to delivering solutions
• Experience working with multiple stakeholders in a complex environment
• Coaching others on the benefits and practice of Service Design
• Personal resilience, pragmatic and customer-focused
• Tertiary qualification. This could be in a relevant field (though not necessarily)
• (Preferred) Previous experience working with Māori and Pasifika communities and knowledge of and application in design to Tikanga and Te Ao Māori
• (Preferred) Knowledge and applied experience with agile ways of working.