Service Designer

Play a key role in the newly created ADEPT Operations Team as you apply your expertise in user-centred design and ‘champion’ the voice of the customer applying a customer centric lens to business problems and identifying opportunities to improve key customer interactions and turn user insights into actionable experience changes.

This is a fantastic opportunity to be a subject matter expert in a highly collaborative team of business and technical specialists, responsible for the ongoing enhancement, maintenance and support of the enhanced Immigration Online System – INZ’s visa processing and CRM solution. As the team transitions and delivers visa products onto the enhanced system, you will work in collaboration to identify user needs to support system configuration and business requirements.

You will lead the development and use of innovative user and user-centred design tools, methods, artefacts and approaches to generate effective service solutions. Working alongside a team of business analysts, you will lead the design of improvement solutions

Skills and experience required:

We are keen to hear from you if you have:

• Demonstrable knowledge, experience and passion for user-centred design practices.
• Knowledge and experience of business change practices and user-centred change management.
• Confidence in both verbally and digitally presenting design artefacts and communicating design decisions to business leaders.
• Proven experience with various technology platforms and different design requirements accordingly.
• Experience working within or alongside Service Design teams.
• Proven experience in design facilitation, running workshops and design challenges.
• Experience across web content, tools and transactional services, especially those with complex user journeys.
• Comfortable working with data, from gathering and analysis through to design and presentation.
• Superb attention to detail and problem solving skills, including the ability to communicate complex information in a clear and engaging way.
• Excellent analytical skills and the ability to quickly develop recommendations based on quantitative and qualitative evidence.
• Confidence in explaining user needs to senior leaders and acting as a persuasive advocate for those needs both within the team and the wider organisation.
• Flexible thinking, open mindedness and the aptitude to truly think outside the box.
• The skills to confidently build relationships across different areas of a business and in areas of unfamiliarity.
• The knack to remain calm under pressure and deliver to tight timeframes.

Note: you must be able to obtain and maintain a minimum of a confidential level NZ Government security clearance. You must have the legal right to live and work in New Zealand and have lived in NZ, or another ‘5-eyes’ country for 5 years (Check https://protectivesecurity.govt.nz/personnel-security/clearances/eligibility-tool/).