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Senior Cx Designer

2 weeks ago

Auckland City, New Zealand Vodafone Full time

**Uia mai koe te pātai, he aha te mea nui o tēnei ao? Māku koe e kii atu he tangata, he tangata, he tangata.**
- “If you asked me, what is the greatest thing in this world, I would say it is people, it is people, it is people.”_

**Ko mātou tēnei - our organisation**:
Vodafone is working hard to build a more connected, inclusive, and sustainable future for Aotearoa New Zealand. We use technology to challenge and innovate, to better support our customers and are committed to helping disadvantaged rangatahi through Te Rourou, Vodafone Aotearoa Foundation.

We're proudly Rainbow Tick certified and champion diversity of thought, perspective and background. We offer a friendly and open environment with leading flexible working practices that help people maintain a personal and professional balance that works for them and their whānau.

**Ko tō tūranga - your role**:
Design and deliver world class customer experiences across all of Vodafone NZ’s customer touchpoints Our Senior CX Designer will take ownership of leading large-scale design projects from inception to delivery working with key stakeholders across the businesses. In this role you will design and define exceptional omnichannel customer experiences for existing and new customer journeys. As a Senior CX Designer you will work on a range of exciting initiatives across product and service innovation, instil best practice design methodologies and build capability across the wider team.

**Ko tō mahi - what you’ll do**:

- Put customer experience at the heart of what we do, working as part of cross-functional teams to design and develop customer-centric propositions
- Advocate for a customer centric approach in all initiatives
- Use Human Centred Design tools to design and iterate world class digital first experiences that achieve the best mix of desirable, feasible and viable.
- Own the design approach for an initiative. Identify appropriate methodologies, plan design sprint activities, co-ordinate required stakeholders, lead workshops, ideation and findings sessions.
- Source and interpret quantitative and qualitative data to form understanding of existing experience, develop a deep understanding of customer needs.
- Employ a range of research techniques for customer, employee and stakeholder research
- Define experiences so they can be implemented across channels. Create high quality design artefacts so that customer problem, approach, insights and design elements are clearly understandable by business owners.
- Demonstrate CX Design thought leadership and work with other senior designers to develop the Design Chapter, continually developing CX standards, principles and methodologies as well as developing junior designers.

**Na tōu rourou - what will you bring?**:

- An experienced senior designer with deep knowledge of Human Centred design principles who can lead large complex design programs
- CX Design thought leader able to push the practice thinking forward and coach junior designers
- Ability to understand customer and business value drivers and make effective data driven decisions to achieve outcomes
- Experience in a medium to large organisation (ideally Service, Telco or Financial Services) in seeing designs through to delivery. Previous knowledge of the types of stakeholder groups to engage to ensure success
- Exceptional influencing skills and ability to manage senior and complex stakeholder groups effectively.

**Nā mātou te rourou - what you’ll get**:

- Vodafone is leading the way by ensuring you can have a truly balanced life. Most roles allow flexibility to work from home and flex your hours to ensure you have time for those priorities outside of work.
- A fully subsidised Southern Cross Regular Care policy, which usually cover 80% of health expenses up to the policy limit, to provide health insurance cover for you and your family.
- 4% KiwiSaver employer contributions, an extra 1% more than the statutory minimum. You choose how to save for your Retirement either via KiwiSaver(KS) or SuperCash (superannuation allowance as a cash allowance paid with your salary). You can change between these at any time.
- Laptop, unlimited data plan, market leading cell-phone for business or personal use
- Discounts on Vodafone products, services and much more

At Vodafone, performance is not only about **what** we deliver within our role, but also **how **we deliver it**.** We are **Fanatical about customers**; we **Simplify & act now**; we **Own it**; and we **Front up with feedback**. Our behaviours are driven from the front by our people who live them every day.

Joining the Vodafone whānau will stretch you, challenge you and provide opportunities you’ve been seeking to expand your career. You’ll engage in unique workplace experiences, be exposed to exciting and innovative technology, and gain opportunities for learning beyond Aotearoa.

**Vodafone operates a Covid-19** **Protection** **Policy which requires that our emplo