Service Designer
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Tēnei tūranga – About the role
The Service Designer will support the planning, design and delivery of user centred design to contribute to the deliverables of the team. The Service Designer will bring a Service Design capability to projects, and support building capability in user centred design across Immigration New Zealand (INZ).
This role will support projects by generating new and useful user insights and translating it into features and actions that will allow them to iteratively improve their service for users. It will provide user experience advocacy, expertise regarding principles of customer experience discipline and user-centred design practice.
Ngā herenga – Requirements of the role
Personal specifications
- The Service Designer will be tertiary qualified in a relevant field, have a passion for design and will be experienced in using a variety of user design methodologies to reveal actionable customer insights.
- Demonstrable knowledge, experience in and passion for user centred design practices and customer experience discipline.
- Proven experience with a range of design research techniques including journey mapping, observational research.
- Experience using creative approaches for problem identification, solutions development, and improvement.
- Proven experience in design facilitation, running workshops and design challenges.
- Experience across web content, tools and transactional services, especially those with complex user journeys.
- Comfortable working with data, from gathering and analysis through to design and presentation.
- Confident in explaining user needs to senior leaders, and for acting as a persuasive advocate for those needs both within the team and the group.
- Proven experience of managing, executing, and analysing usability test sessions.
- Have excellent analytical and problem-solving skills, and the ability to quickly develop recommendations based on quantitative and qualitative evidence.
- Actively build and maintain a network of colleagues and contacts to achieve progress on objectives and actively involve partners to deliver a business outcome through collaboration that achieves better results for users/customers.
- Knowledge of the public sector in Aotearoa and the machinery of government.
- Must be a New Zealand citizen or Permanent Resident.
Takohanga tuhinga o mua – Key accountabilities and deliverables
Responsibilities of this position are expected to change over time as the Ministry responds to changing needs. The incumbent will need the flexibility to adapt and develop as the environment evolves. This includes performing any other reasonable duties as required.
Delivery of quality design solutions
- Contribute to the planning, designing and conduct of in-house usability testing sessions to support the design and development of immigration services.
- Assist development and use of innovative user and user-centred design tools, methods, artefacts and approaches that generate effective service solutions that put the customer at the centre.
- Create visual artefacts to record and explain design work and present findings and related design/business recommendations and customer insights to senior decision makers.
- Facilitate service improvement challenges and co-creation workshops including prototyping and solution development.
- Conduct research to test new product and concept developments including user requirements gathering and early-stage concept and prototype testing, guerrilla research, and other approaches to ensuring the user need is fully understood in the service design.
- Communicate credibly with a wide range of digital delivery disciplines and talent both internally and externally.
- Continuously develop self and the team by staying current of digital trends and best practices.
Participate effectively in groups and teams
- Contribute to service design practices and methodology to develop and maintain the development of INZ’s end-to-end operating model.
- Support toward the development of body of knowledge on customer’s experience of INZ including devising research strategies to generate focused insights and managing qualitative/quantitative research projects such as ethnographic research and customer experience mapping.
- Collaborate with the Customer Insights team to generate and identify customer insights from the INZ Customer Insight Framework and analyse what changes or improvements are required to improve the customer experience.
- Identify strategic issues and opportunities emerging from external and internal influences and team project work, and integrate responses into the team’s work programme.
Wellbeing, health and safety
- Displays commitment through actively supporting all safety and wellbeing initiatives.
- Ensures own and others safety at all times.
- Complies with relevant safety and wellbeing policies, procedures, safe systems of work and event reporting.
- Reports all incidents/accidents, including near misses in a timely fashion.
- Is involved in health and safety through participation and consultation.
Tō tūranga i roto i te Manatū – Your place in the Ministry
The Service Designer position reports into the Team Leader Service Design within the Service Design and Implementation branch. The branch sits within the Immigration New Zealand group.
To mātou aronga – What we do for Aotearoa New Zealand
Hīkina Whakatutuki is the te reo Māori name for the Ministry of Business, Innovation and Employment. Hīkina means to uplift. Whakatutuki means to move forward, to make successful. Our name speaks to our purpose, Grow Aotearoa New Zealand for All.
To Grow Aotearoa New Zealand for All, we put people at the heart of our mahi. Based on the principles of Te Tiriti o Waitangi / The Treaty of Waitangi, we are committed to upholding authentic partnerships with Māori.
As agile public service leaders, we use our breadth and experience to navigate the ever-changing world. We are service providers, policy makers, investors and regulators. We engage with diverse communities, businesses and regions. Our work touches on the daily lives of New Zealanders. We grow opportunities (Puāwai), guard and protect (Kaihāpai) and innovate and navigate towards a better future (Auaha).
Ngā matatau – Our competencies
Cultivates innovation We create new and better ways for the organisation to be successful by challenging the status quo generating new and creative ideas and translating them into workable solutions.
Nimble learning We are curious and actively learn through experimentation when tackling new problems by learning as we go when facing new situations and challenges.
Customer focus We build strong customer relationships and deliver customer-centric solutions by listening and gaining insights into the needs of the communities we serve and actively seeking and responding to feedback.
Decision quality We make quality and timely decisions that shape the future for our communities and keep the organisation moving forward by relying on an appropriate mix of analysis, wisdom, experience, and judgement to make valid and reliable decisions.
Action oriented We step up, taking on new opportunities and tough challenges with purpose, urgency and discipline by taking responsibility, ownership and action on challenges, and being accountable for the results.
Collaborates We connect, working together to build partnerships with our communities, working collaboratively to meet shared objectives by gaining trust and support of others; actively seeking the views, experiences, and opinions of others and by working co-operatively with others across MBIE, the public sector and external stakeholder groups.
Te Tiriti o Waitangi
As an agency of the public service, MBIE has a responsibility to contribute to the Crown meeting its obligations under Te Tiriti o Waitangi (Te Tiriti). Meeting our commitment to Te Tiriti will contribute towards us realising the overall aims of Te Ara Amiorangi – Our Path, Our Direction, and achieve the outcome of Growing New Zealand for All. The principles of Te Tiriti - including partnership, good faith, and active protection – are at the core of our work. MBIE is committed to delivering on our obligations as a Treaty partner with authenticity and integrity and to enable Māori interests. We are committed to ensuring that MBIE is well placed to meet our obligations under the Public Service Act 2020 (Te Ao Tūmatanui) to support the Crown in strengthening the Māori/Crown Relationship under the Treaty and to build MBIE’s capability, capacity and cultural intelligence to deliver this.
Mahi i roto i te Ratonga Tūmatanui – Working in the public service
Ka mahitahi mātou o te ratonga tūmatanui kia hei painga mō ngā tāngata o Aotearoa i āianei, ā, hei ngā rā ki tua hoki. He kawenga tino whaitake tā mātou hei tautoko i te Karauna i runga i āna hononga ki a ngāi Māori i raro i te Tiriti o Waitangi. Ka tautoko mātou i te kāwanatanga manapori. Ka whakakotahingia mātou e te wairua whakarato ki ō mātou hapori, ā, e arahina ana mātou e ngā mātāpono me ngā tikanga matua o te ratonga tūmatanui i roto i ā mātou mahi.
In the public service we work collectively to make a meaningful difference for New Zealanders now and in the future. We have an important role in supporting the Crown in its relationships with Māori under the Treaty of Waitangi. We support democratic government. We are unified by a spirit of service to our communities and guided by the core principles and values of the public service in our work.
What does it mean to work in Aotearoa New Zealand’s Public Service?(external link) — Te Kawa Mataaho The Public Service Commission
