Senior Service Designer

Our team is responsible for and manages the development and delivery of DOC’s recreation products (such as the Great Walks and Short Walks/Day Hikes), including service design and operational policy to create great visitor experiences. To maintain the right mix of sustainable visitor experiences, we’re investing in capability and re-orientating our systems to ensure they are progressive and future focused.

To enhance visitor experience, we’re changing how we work and taking a strategic, more agile approach to product portfolios, policy, service design and delivery improvement.

As a Senior Service Designer, you will translate product strategy and target experiences into operational policy and service design. You’ll work in collaboration with operations colleagues, and other stakeholders to support product delivery, leveraging their experience and knowledge to develop service level agreements and processes that work on the ground.

Drawing on your expertise and that of others, you’ll review our systems and processes and make data driven recommendations on how we can better deliver DOC customer products through policy and service design. You will consider existing standards and policies to identify areas for improvement, reviewing existing service design and creating new, to support delivery of DOC’s visitor experiences.

Mōu | About you

You will have a proven track record of standing up product design processes and embedding methodology or tools in organisations with a strong operational component, ideally in tourism or recreation environments.

An influential and persuasive communicator, you’ll take people on the journey with you, and recognise the importance of working closely with internal stakeholders as well as external partners to ensure our work is culturally responsive and reflects DOC’s conservation values.

You’ll be seen as a credible lead on product delivery, and your opinion will be sought on visitor service design amongst your colleagues.

To be considered for the position you will have:

• A track record of delivery excellence, innovation, and continuous improvement
• Advanced conceptual and analytical skills in a service design and operational policy context
• 3-5 years design thinking / service design / operational policy experience
• Demonstrated ability to lead complex projects, including planning, commissioning work, and reviewing large scale projects
• Relationship management skills to lead projects requiring the input and buy-in of teams across DOC and externally
• Coaching and mentoring skills
• At least five years’ experience working in a service design role or significant experience in a conservation visitor context with strong transferable skills
• An understanding of Te Ao Māori values and knowledge, and experience partnering with iwi on complex issues.