This is primarily a UX/service design role, but you’ll also need to be comfortable supporting some BA-style activities, particularly process and current/future-state mapping.
About the role
Working across customer, business, operational and technology teams, you’ll lead human-centred discovery and design activities to understand customer needs and translate these into practical, deliverable experiences.
You’ll be responsible for:
- Leading human-centred discovery, UX research and service design activities.
- Mapping customer journeys, service blueprints and current/future-state experiences.
- Working alongside Business Analysts and SMEs on process mapping and identifying key hand-offs.
- Planning and facilitating workshops with cross-functional stakeholders.
- Conducting and synthesising user research and usability testing.
- Translating research and insights into clear design recommendations and artefacts.
- Identifying how new experiences integrate with existing channels, teams, systems and processes.
- Balancing customer desirability with business, operational and technical considerations.
- Working closely with UX/UI designers, product teams and digital delivery squads.
We’re particularly interested in:
- Strong UX research and human-centred design experience.
- Service design experience, including journey mapping and service blueprints.
- Experience with current and future-state process mapping.
- Strong user research and usability testing capability.
- Confidence facilitating workshops and working with diverse stakeholder groups.
- The ability to synthesise complex research and insights into clear recommendations.
- Strong communication, presentation and storytelling skills.
- Experience working within Agile delivery environments.
- Proficiency with tools such as Miro, Figma, Optimal Workshop and Askable.
- The ability to navigate ambiguity and work effectively across customer, business and technology perspectives.
Location: Auckland
Rate:$120 per hour + GST
Start: ASAP
You’ll need to be available immediately and able to commit for the full contract period.
Applicants must have the right to work in and be currently within New Zealand.
