Advisor, Service Design
On this page I tēnei whārangi
Tēnei tūranga – About the role
The Service Design & Insights team (SD&I) team is a shared service within the Te Whakatairanga Service Delivery Group (TWSD). This means that the advisor will work with a range of teams within TWSD and across MBIE on a variety of projects. The advisor will plan, design, develop and implement changes and improvements, and provide operationally-grounded advice informed by insight into customers and businesses we interact with. They will contribute to the development of new services or improvements to existing services, to ensure that TWSD develops and maintains high quality, innovative and user-centric regulatory practices. The advisor will keep customers’ needs at the centre while acknowledging business constraints, to develop services that are efficient and workable.
Ngā herenga – Requirements of the role
Personal specifications
- Practical experience working from a human-centred perspective, using design thinking methodologies.
- Experience using creative approaches for:
- problem identification,
- solution development and,
- solution implementation.
- Analytical and critical thinking skills.
- Ability to meet deadlines and drive for outcomes in a changeable environment.
- Excellent communication skills to express ideas clearly (i.e. written, visual, oral).
- Exceptional interpersonal, teamwork and relationship management skills.
- Knowledge of the public sector in Aotearoa.
- Experience working collaboratively with a wide range of different people (including in person and using online collaborative platforms).
- A tertiary qualification in a relevant discipline is preferred, but not essential.
Must be a NZ citizen or hold a residence class visa
Takohanga tuhinga o mua – Key accountabilities and deliverables
Produce robust service design/policy research and analysis
Outputs are implementable proposals and options which appropriately balance issues of viability from a government perspective; technical feasibility and ease of delivery and minimum disruption from an implementation perspective; and desirability from a user and community perspective
Scans at an operational system level to identify critical system dynamics; tension points that need addressing; and opportunities for innovation
Takohanga tuhinga o mua – Key accountabilities and deliverables continued
Develops and implements innovative and user-centric service design and policy methodologies, tools, and processes that generate effective policy and efficient service solutions which connect meaningfully with user experiences
Applies insight and diagnostic techniques to analysing issues and data to identify opportunities for innovation, determine key service design issues, or identify potential delivery and implementation impacts from proposed changes
Proactively identifies and assesses changes that have value for operational branches and for users, that draw on insights from business intelligence
Manage key relationships and linkages within the Ministry and with sectors/industry
Values and develops connections with stakeholders within and outside of the Ministry, purposefully engaging with them and leveraging their activities to gain deeper insights and better achieve desired policy and project outcomes collectively
Actively contributes to development of and promotion of whole of Ministry views in internal and external interactions
Contributes to collaboration within the Te Whakatairanga Service Delivery group on service design solutions to ensure effective input and ownership of products
Works collaboratively with colleagues to monitor, review, evaluate and improve existing business, customer, and community experiences against desired outcomes
Establishes and maintains relationships with service design functions across MBIE and within the wider public sector
Participates in the development of productive 360 degree working relationships with senior managers and customers
Manage tasks and projects
Effectively delivers on tasks
Effectively plans and manages outputs on a range of complex issues
Ensures objectives of self are aligned with business goals, aligns planning, monitors progress, and reviews targets
Assists others with project planning and use of service design tools. Involves other people, and can successfully orchestrate the team through successive phases of discovery, innovation and evaluation as design and implementation progresses, to ensure changes are robust and sustainable
Alerts manager to potential problems / risks well in advance and proposes solutions.
Wellbeing, health & 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 Advisor position reports into the Manager, Service Design and Customer Experience within Design and Insights team in the Strategy, Performance and Design Branch. The branch sits within the Te Whakatairanga Service Delivery 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