1 Nov 2021

Full-Time Service Designer

Auckland Transport – Posted by Maori Pacific JobsAuckland, New Zealand

NOTE: This job listing has expired and may no longer be relevant!


Job Description

Here at Auckland Transport (AT) we are taking Auckland’s transport system into the future, connecting our city to give Kiwis easy journeys.

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 – the people, systems, processes, and communication flows needed to deliver excellent customer experience.

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

 Key Tasks and responsibilities include:

  •  Using human-centred desgin and design thinking principles to plan and facilitate collaborative experiences, bringing a specific service design lens to problem solving, ideation 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 improving existing, experiences for our customers and our people
  • Bringing together and working with cross-functional teams with various skillsets. Building quality working relationships across AT and beyond into partner organisations
  • Prototyping and conceptualising ideas and seeing these through to delivery
  • Tellling 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 the 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 that 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
  •  Association for Public Participation Certificate in Public Participation (desirable).

What’s in it for You?

At AT we embrace inclusion and diversity in the workplace. To support this, our Flexible Working initiative empowers our people to work flexibly in ways that suit them, our customers, and our business. All flex options will be with individual, and teams needs in mind. We invite all candidates to talk to us early in the hiring process about how flex might work for you.

AT is also committed to creating a diverse and inclusive workplace where people come first, we feel safe, respected, valued and supported, regardless of our differences.

Our values are also woven into all we do at AT. We recently co designed our refreshed values, we wanted them to be meaningful and real.

Manaakitanga – We care

Tiakitanga – Safe with us

Whanaungatanga – We connect

Auahatanga – Better, bolder, together

In addition, we also offer:

  • A chance to work on diverse projects unique to NZ
  • Investment in your professional development and training
  • Opportunity for greater leadership and accountability
  • Modern waterfront-based office
  • Paid parental and partner leave
  • Study assistance
  • Health and Wellbeing benefits
  • Professional memberships

To view a copy of the position description, CLICK HERE

If you would like to learn more – APPLY today by CLICKING HERE

How to Apply


Applications close, 29th November 2021 at 12.00pm.

Job Categories: Government / Local Government. Job Types: Full-Time.

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