Ko mātou tēnei | This is Us

Join one of New Zealand's largest financial institutions as a key member of a highly collaborative and caring team to grow service design capability, contribute to impactful projects that significantly improve experience for colleagues and customers, and grow professionally in a dynamic, supportive environment.  

Mō te Tūranga | About the Role   

We spoke with our Director of Service Design (who you'll report to), and she let us know the following about the tūranga (role):  

What are 5 day to day tasks the person in this role will complete?  

• Employ a range of Service Design tools to help define and visualise experience requirements, navigate complexity, and engage with diverse stakeholder groups.  

• Help diagnose problem areas, plan service design activities and conduct research to understand end user or customer context and needs. 

• Design and facilitate workshops to help create alignment across business functions to deliver coherent end to end experiences for our customers and colleagues.   

• Create clarifying artefacts that communicate insights and map complex current and target state experiences across multiple systems and channels.  Work closely with our technology partners to understand feasibility and define elegant solutions within constraints. 

• Evaluate experience design artefacts and prototypes with users and communicate insights to senior stakeholders in an engaging way.  

What projects / work will the candidate be working on throughout the year?  

This role will be involved across key strategic initiatives, including future state work for financial products, and customer communications.  

What will success look like for the candidate in this tūranga?  

A person who is able to provide specialist, strategically focused service design capability. Bringing a depth of expertise, you will design and deliver intuitive, distinctive and innovative experiences that are underpinned by a deep understanding of customer and colleague with an eye to the future.   

What attributes will this person display in order to be successful in this role?  

We are looking for someone who can demonstrate ability to turn ambiguity into clear pathways forward, remain flexible, able to pivot when required.  

You will also have;  

• 5+ years in a Service Design or similar role.  

• Expert practitioner of service design methodologies and best practice. 

• Expertise in relevant practices such as: service blueprinting, customer journey mapping, ideation workshops, eco-system mapping, prototyping and testing.  

• Experience in design tools such as Adobe Creative Suite / Figma a bonus but not essential.

• Experience working in agile software delivery. 

• Demonstrated ability to leverage both quantitative and qualitative data to make design decisions and deliver creative and appropriate solutions to business and customer challenges. 

• Experience in user research / usability testing and understanding of interaction design principles and UX heuristics.

What is your favourite thing about working for BNZ?  

The people, culture, and the values that underpin that, which are demonstrated every day in the way we work together to support each other to be at our best. We are also making the right calls about where we need to be focusing, we just need the right tāngata (people) to support that.