Service Designer

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. 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. As a Service Designer in this high performing team, you will collaboratively bring together all aspects of service design – people, systems, processes, and communication flows all needed to deliver excellent customer experiences.

This person interested in this role will also support our team to take a culturally grounded approach to our mahi, prioritising world views, experiences and perspectives of Māori and Pasifika communities.

 Key Tasks and responsibilities include:

• Using human-centred design, and design thinking principles to plan and facilitate collaborative experiences, bringing a specific service design lens to problem solving, ideation, iteration and concept delivery
• Visualising end to end process maps, systems, services and experience blueprints using compelling storytelling skills to help communicate current and future state
• Researching, ideating and testing new ways of delivering new or improved experiences for our customers and our people
• Bringing together and working with cross-functional teams who have various skillsets. Building quality working relationships across our organisation and beyond into partner organisations
• Prototyping and conceptualising ideas and seeing these through to delivery
• Telling compelling and transparent stories using a variety of visual and written mechanisms for a wide span of audiences
• Uncovering and simplifying organisational complexity, working to achieve transformational service changes

  What are we looking for?

• Tertiary qualification. This could be in a relevant field (though not necessarily)
• Relevant experience in design thinking, service design, product design or digital delivery and have the confidence to articulate the value of your service design toolkit
• Previous experience working with Māori and Pasifika communities
• Knowledge of and application in design to Tikanga and Te Ao Māori
• Demonstrated experience in delivering new service models and products, particularly related to new technology
• Experience in using quantitative and qualitative data to articulate insights and opportunities and the ability to synthesise these insights into a clear representation of the customer, their behaviours and experiences, and our business process and systems
• Comfortable in a role where some days you could be out and about with customers, the next experiencing the different roles of the teams across our business and the next back in the office doing desk-based research or facilitating a workshop. No two days are the same