Service Designer

ABOUT THE ROLE:

We are looking for a customer focused experienced designer who is passionate about designing simple and intuitive customer experiences. As a member of NZ’s largest experience design team, you will play a key role in solving complex problems by taking a human-centred design approach here at Spark, we place customer needs and wants at the heart of the design!

Your role fundamentally is about being the voice of our customers – championing their core needs and wants throughout the design process.

This is an awesome opportunity to help influence and design key experiences for our customers, while working within a talented, passionate and supportive team.

We focus on Corporate, Enterprise and Government customers so ideally you would have experience in this space.

A TYPICAL DAY MIGHT INCLUDE:

• Leading out through the design process, and working with cross-functional agile squads to support optimised and meaningful customer outcomes.
• Driving a shared understanding of customer insights to support key decisions throughout the design process.
• Conducting current-state research activities such as interviews, surveys, and contextual inquiries.
• Developing customer insights, defining customer user types, behavioural profiles, current-state journey maps, service blue prints, and guiding design principles.
• Facilitating ideation, co-design, and prioritisation workshops.
• Develop requirements, concepts, and prototypes through an iterative design process.
• Mentoring and supporting junior team members as well as helping to build the capability and culture of the Experience Design domain.

ABOUT YOU:

• You have a high level of craft expertise, and you have a deep understanding of design frameworks and methodologies.
• You are confident defining a customer centric strategy and seeing initiatives through within a collaborative, cross functional team.
• You champion a human-centred design approach and strive to design user friendly experiences that are both feasible and viable.
• You aren’t afraid of ambiguous and complex scenarios but recognise when you need of a supporting hand.
• You are eager to hone-in on your craft and continuously grow and develop as a designer.
• You enjoy collaborating with a diverse range of people to deliver on a shared vision.
• You are confident presenting your work to a diverse audience.

YOU HAVE EXPERIENCE:

• • You have a wide breadth of experience, across one of more of the following design roles; CX design, Service design, or similar.
  • Designing & delivering large scale initiatives within a complex environment.
  • Leveraging design frameworks such as the Double Diamond methodology to deliver meaningful customer experiences.
  • Using design tools and methods to deliver an in-depth understanding of customer behaviours, needs and wants.
  • Identifying problem/opportunity areas to be taken through the design process.
  • Synthesising raw customer data into insights, findings, and recommendations.
  • Defining customer user types, behavioural profiles, journey maps, moments that matter, and guiding design principles.
  • Facilitating ideation, co-design, and prioritisation workshops.
  • Taking ideas and concepts through an iterative design and development process.
  • Working with key business stakeholders such as UX and UI designers, developers, business analysts, and product owners.