Service Designer

5 months ago

Upper Hutt, New Zealand New Zealand Government Full time

New Zealand Police is working with the community to make New Zealanders be safe and feel safe. With over 13,000 staff, we provide policing services 24 hours a day, every day. We operate by land, sea and air, manage over 860,000 emergency calls a year and are always actively preventing crime and crashes.

We’re working towards specific goals and targets that highlight our intent to work collaboratively with iwi and communities, other government sectors and business partners to deliver ‘Our Business’ and achieve long-term change.

Service Designer

**Location**: Wellington
Salary starting from $102,178

**Reporting to**: Service Improvement Manager

We are seeking a Service Designer to join our Service Improvement Team, that has proven experience planning, designing, developing and implementing changes and improvements, and providing operationally grounded advice.

Mō te tūnga | About the role
The purpose of Te Tari Pūreke, Firearms Safety Authority business unit is to enable New Zealand to be a world leader in arms safety through an effective regulatory and administrative approach to the Arms Act and Arms Regulations. Established to lead, operate, and develop investment in modernisation of the firearms system, which will result in a more efficient and effective risk-based licensing system, introduction of comprehensive performance indicators, and shall improve public confidence in the firearms licensing system. The modernisation of the Arms Regulatory System will take every opportunity to prevent harm through transparent, high quality, consistent, legislatively correct, and effective regulatory activities, administration, education, and promotion of compliance with the provisions of the Arms Act and Arms Regulations.

The Regulator will earn trust and confidence by working together in partnership with other policing groups, iwi, the firearms community, wider New Zealand public and other agencies and organisations to achieve collective impact.

To support the delivery of these outcomes the Service Designer will utilise best practice design/co-design approaches to enable development of meaningful products, services, and solutions to increase compliance and be a responsive regulator.

**Takohanga Matua | Key Accountabilities**:

- The Service Designer role will take a system-wide approach and will play a key role in supporting and working with the other Directorates in the business unit to identify holistic user needs and actively guide the future solution towards an effective end state, ensuring that all identified user needs are met throughout.
- Support the various Regulatory Directorates in leading the system thinking for interventions and solutions for firearms.
- Lead the design of solutions including process design/redesign and continuous improvement interventions with external and internal stakeholder groups.
- Support design approaches to uncover stakeholder needs and solutions.
- Understand, analyse, and map complex journeys, systems, user experience, and processes.
- Ensure effective working relationships with key stakeholders’, and include them in solution design workshops.
- Support the leadership team by creating visual artefacts that effectively convey complex requirements, design thinking and related design/business recommendations and customer insights to senior decision makers, when required.
- Supports firearms regulatory teams in developing internal and external engagement opportunities and communications to stakeholder groups.
- Identifies risks to Police and/or Te Tari Pūreke’s image and reputation and escalate these risks as necessary.
- Ensure te ao Māori practices, philosophy and approaches are incorporated into our service design thinking. Bring these concepts to the design and shaping of our service design concepts, blueprints and other service design artefacts.

**Qualifications / Requirements**:

- Relevant tertiary qualification, or equivalent experience preferred
- Must be based in Wellington

**Pre-Employment Checks**:

- A standard vetting check is required.
- Drug and alcohol testing

**Experience is to include**:

- Experience in delivering user-centred design practices in public sector organisations.
- Experience leading or co-leading facilitation workshops with large/complex external and internal group to co-design solutions and interventions.
- Proven experience with various technology platforms to articulate user journeys.
- Experience in gathering, analysing and documenting user needs from design and presentation.
- Experience in executing and analysing usability testing.
- Knowledge and passion for user-centred design practices.
- Knowledge of business change practices and user-centred change management.
- Confidence in both verbal and digitally presenting design artefacts and communicating design decisions to business leaders.
- Communication and presentation skill with the ability to present in a confident and credible manner.
- Facilitation skills with

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