Senior Service Designer – System Design and Innovation

About us

[REDACTED] ([REDACTED]) takes a long-term view of how New Zealand’s towns, cities and regions grow and change. We work across housing, transport, the environment, urban development, infrastructure and investment, and partner closely with local government.

We provide joined-up policy and investment advice to government, support effective regulation and market settings, and work with others to help deliver affordable housing, connected communities, well-planned infrastructure, and a healthy, sustainable environment.

About the role

As a Senior Service Designer, you will champion the user perspective within [REDACTED] and the Planning System Transformation programme. Your role is critical in bridging the gap between complex legislative reform and the practical reality of how New Zealanders, councils, and iwi interact with the new system.

You will work closely with business analysts, solution architects, and subject matter experts to design end-to-end service experiences that make the new planning system simpler, faster, and fairer. Beyond just digitising paper processes, you will reimagine workflows to shift the system from a culture of risk aversion to a culture of yes, ensuring that digital tools provide certainty and transparency.

You will be responsible for mapping current and future states, identifying friction points in the consenting and planning processes, and prototyping solutions that work within a hybrid federated model. You will balance the needs of diverse users—from homeowners and developers to council planners and iwi—ensuring that the digital ecosystem is accessible, inclusive, and responsive to the unique environmental contexts of Aotearoa.

Working within the System Design and Innovation team, you will have a pivotal role in ensuring that the needs of different participants within the resource management system are accurately reflected in the assets you create. You will have extensive experience creating and facilitating workshops with diverse stakeholder groups, be comfortable working in ambiguity, and be confident in the approach required to achieve the desired design outcomes.

Skills and experience

Proven experience in service design: demonstrated ability to design and deliver complex end-to-end services in a public sector or highly regulated environment. You can show how you have translated complex policy or business rules into intuitive human experiences

Human-centred design expertise: deep knowledge of design thinking methodologies, including user research, persona development, journey mapping, and service blueprinting

Workshop planning, facilitation and requirements capture: Experience creating and facilitating workshops and applying different research approaches to capture participant insights. Adept at theming insights and using these to create supporting design artefacts, including service blueprints

Understanding of digital transformation: experience working in large-scale digital transformation programmes. You understand how services need to be designed considering the people, process, and technology dynamics while being mindful of technology debt avoidance

Salary range

Salary range for this role is $111,827 - $135,738 pa. Appointment within this range will be based on skills and experience.

Apply now

Apply directly by completing the online application form and submit your CV and cover letter. Note: your cover letter will be a key part of our assessment process, so please highlight how your experience relates to the key skills required for this role.

If you require further information about this position, please contact [REDACTED] at [REDACTED]

We are committed to equal opportunities and building a diverse, inclusive workplace. We support our people to work in ways that help them do their best. We welcome applications from all backgrounds and are dedicated to providing a safe and inclusive environment for everyone.

We want our recruitment process to be fair and accessible for everyone. If you need any support or adjustments, please let us know or get in touch at [REDACTED].

You must have the right to live and work in New Zealand to apply for this role.

Note: if you are considering a secondment please speak with your Manager before submitting your application.

Applications close: Monday, 19 October 2026