Service Designer

As New Zealand’s largest telecommunications and digital services company, Spark’s purpose is to help all of New Zealand win big in a digital world. We provide mobile, broadband, and digital services to millions of New Zealanders and thousands of New Zealand businesses.

Spark operates in an exciting and constantly evolving industry, where the pace of change brings new and unique challenges every day. We have adopted an “Agile” way of working to allow us to meet fast changing needs of our customers. It replaces the traditional hierarchical organisational structure to produce a transparent, collaborative environment with highly productive teams who are empowered to deliver better outcomes for our customers. It is our belief that this way of working provides an enriched career experience for you, both in terms of the role you perform and your professional growth.

About the role:

Make a difference with NZ’s largest Customer Experience and Design Team. Spark’s Customer Experience Domain is driving a change in how we understand and deliver outstanding digital experiences for all our customers.

Day to day you will:

• Work as flow to work with cross-functional agile squads focused on in-depth discovery, design, development and delivery of Spark’s Business products and services within the Managed Service Tribe.
• Help squads deliver winning customer experiences by growing a culture of customer obsession, by re-orientating business practices to focus directly on customers outcomes.
• Ensure squads track and measure customer outcomes.
• Drive a shared understanding of the whole customer and create business value by working within squads to identify opportunities or problems and then facilitate and lead with customer experience discovery, definition, design, delivery and determining the success of the solutions.

What experience you’ll bring:

• Experience in designing and delivering great solutions to customers using human-centered design process.
• Experience across Service Design or a design degree UX, VCD, industrial.
• Expert knowledge of current design trends, technology, experiences, and other influences of design
• Proven understanding in using research and data insights to identify, deliver and measure successful outcomes to customers, background in behavioural science.
• Demonstrated aptitude in research-based methods of engaging customers, such as discovery research, usability testing, interviewing/surveying customers.
• Expertise with Design activities: developing behavioural and user types from data, service blueprinting, customer experience mapping, story boarding, and prototyping and more.
• Confident remote and in person facilitation skills: workshop design and delivery, user story mapping, horizon workshops, affinity mapping etc.
• Ability to listen, influence and communicate clearly and succinctly through all levels of the organisation and cross-functional teams, at times challenging traditional views or methods.

WHY CHOOSE US:

Diversity and Inclusion: Te Kanorau me te Whakawhāiti mai

At Spark, we are constantly looking for ways to build a more inclusive culture. Our vision is for diversity and inclusion to be “how things are done at Spark”, embedded into our day-to-day activities, standards, and business practices. We want you to feel totally comfortable bringing your whole self to work regardless of your gender, ethnicity, orientation, age, or ability.

Sustainability: Toitū

Sustainability is a key focus for us. We are dedicated to supporting Aotearoa New Zealand’s recovery and economic transformation. The principle of equity is at the very heart of our approach, and we remain committed to working in partnership to make a positive contribution to digital equity in line with our focus on Diversity and Inclusion.