Service Designer

About the role

“Customer Central” is our co-design and innovation lab where we work with people from inside and outside AT to deliver better outcomes for Aucklanders. Using human-centred design and agile methods, we work to quickly discover/design/test/deliver solutions to customer problems big or small.  We also help project and delivery teams from across the business to design the most optimal customer experiences in our end to end journeys, working towards long term sustainable solutions; whether it’s in the digital and technology space, community interaction, future infrastructure or our internal and people processes.

It’s an incredibly exciting time for AT. You’ll be part of AT’s Customer Experience Design team which has been running for three years, and our team is more in demand than ever. It’s a great moment to join our organisation.

The work we do is challenging, varied and meaningful, you’ll be supported by a great team who are constantly learning, sharing ideas and methods.   No two days will ever be the same, and as service design is a relatively new role within AT you will have the opportunity to shape its future, alongside the customer experience strategy and the transformation taking place across our business.

Your role as Service Designer works collaboratively with a variety of teams across our business to shape and design products and services. Whether delivering new customer experiences, or through continuous improvement to existing services, you are able to consider the customer, and the impact of design and decisions at every step of the journey.

You will bring:

• experience delivering a diverse range of collaborative experiences, including, but not limited to, supporting and contributing to the preparation, design and facilitation of customer experience sprints and workshops.
• proven experience in service design roles elsewhere; creating and guiding cross-functional teams to explore, design and prototype potential solutions.
• successful service design skills and methodologies to support cross-functional groups (including internal and external stakeholders) to deliver better outcomes quicker.
• Experience using process mapping tools, customer empathy and concept testing and story telling capability to bring the customer and the design journey to life
• Incredible visual communication and drawing skills too

You’ll also be a confident customer experience ambassador representing the division across AT and beyond. As a superior communicator, you will have a growth mindset and stakeholders and peers alike will respect you, and will listen to you. An agile team player through and through, you are dedicated to continually improving processes in order to achieve high quality outcomes efficiently.