Principal Service Designer

1 day ago


Wellington City, New Zealand Potentia Full time

**Background**:
Our client is the government agency responsible for managing and delivering transport services in New Zealand. With a focus on customer-centered design and a commitment to creating efficient, safe, and sustainable transport systems, our client is dedicated to improving the experiences of all those who use and work within the transport industry. The organisation is made up of a diverse team of professionals who strive to continuously improve and innovate in the transport sector.

**The opportunity**:
Join a team of highly-skilled and passionate service design experts, where you will have the opportunity to make a real impact on the lives of millions of Kiwis. With a mature service design practice and a commitment to delivering public and visible projects, our client is poised to continue improving the lives of New Zealanders through leading the way in delivering top-notch design services in an organisation that fully recognises the value of service design.

**Responsibilities**:

- Embed Human-Centered Design and Design thinking into the organisation’s ways of working and service interactions.
- Define opportunities for the Service Design team and advise on the best approaches to initiate customer and digital initiatives.
- Support senior service designers and teams to deliver key pieces of work.
- Work with programme and change leads to determine the design of strategies and complex programmes of work.
- Ensure the design of transport services, systems, and experiences are delivered to a high quality for New Zealanders.

**Requirements**:

- Extensive experience in Service Design and a strong understanding of Human-Centered Design and Design thinking.
- Strong leadership skills and the ability to advise and guide teams.
- Excellent communication and collaboration skills, able to work effectively with senior stakeholders and programme leads.
- Proven ability to initiate and deliver complex programmes of work in the transport industry.
- Lead the implementation of Human-Centered Design practices to deliver effective transport system changes.
- Work with digital teams and product owners to create great multi-channel customer experiences.
- Identify project and customer needs and define design approaches to meet their goals.
- Negotiate design and business relationships.
- Prioritise and manage business and customer needs for opportunities.
- Lead customer and business insight gathering.
- Recommend methods to understand user and stakeholder needs.
- Coach teams to deliver key projects.
- Provide expert advice to internal stakeholders and manage multiple stakeholder expectations.
- Communicate potential risks to the manager.
- Build and maintain key relationships.
- Contribute to the Service Design team’s strategic direction.
- Mentor less experienced team members and contribute to design team growth and development.

If you have a passion for creating great transport systems, services, and experiences for New Zealanders, and want to join a dynamic and innovative team, then this Principal Service Designer role is for you

**REF: 14274**
- Elle Schutte Senior Talent Manager
- 021 060 1829



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