Senior Service Designer

Are you passionate about designing digital experiences that make a real difference for tamariki, rangatahi and whānau?

Join a significant programme where you'll lead the design of user-centred digital services, helping shape the future of frontline practice through better systems, experiences and service outcomes.

Fixed term opportunity to October 2027.

Location: Wellington / Auckland

Mō mātou | About us

[REDACTED] has a commitment to putting tamariki and rangatahi at the heart of what we do. In our work, we aim to demonstrate these values:

• We put Tamariki first
• We believe Aroha is vital
• We respect the Mana of people
• We are Tika and Pono
• We value Whakapapa
• We recognise that Oranga is a journey

We are committed to ensuring that New Zealand is the best place in the world to be a child. We are also committed to ensuring [REDACTED] partners with hapū, iwi and Māori organisations to find appropriate solutions for tamariki in need.

Mō te tūnga | About the role

We're looking for an experienced and influential Senior Service Designer to join our Frontline Technology Systems Upgrade (FTSU) Programme and help shape technology that will support frontline practice across [REDACTED].

This role sits at the intersection of people, process and technology. You'll work closely with operational staff, practice experts, delivery teams, business analysts, architects and technical specialists to design services, user interfaces, and digital experiences that meet user needs while supporting organisational objectives.

As our senior service design specialist, you'll lead the development of user-centred design approaches, establish and maintain UX standards and design patterns, and contribute to the creation of scalable design system assets that support consistency across the programme's technology solutions.

You'll play a key role in ensuring digital products and services are intuitive, accessible, fit for purpose and aligned with the needs of frontline kaimahi working to improve outcomes for tamariki and whānau.

Key responsibilities include:

• Leading service design activities across a complex technology-enabled transformation initiative
• Developing and maintaining UX standards, design principles and reusable design patterns
• Leading the development and governance of design system assets, pattern libraries and interaction standards
• Collaborating closely with technical teams to ensure designs are feasible, scalable and aligned to platform capabilities
• Supporting usability testing, iterative design and continuous improvement activities
• Advocating for accessibility, inclusive design and customer-centred approaches across the programme
• Providing expert advice and leadership to delivery teams on service design and user experience practices
• Producing service blueprints, customer journeys, process maps, wireframes, prototypes and experience models
• Building strong relationships and influencing design outcomes across business, operational and technical stakeholder groups
• Planning and conducting user research, discovery and co-design activities with frontline staff and stakeholders
• Translating customer, user and business needs into clear service and experience designs

Ngā pūmanawatanga ōu | What you will bring

To be successful in this role, you'll bring deep experience designing and improving digital services within complex organisational environments.

You'll have:

• Significant experience in service design, user experience (UX) design, human-centred design or digital product design
• Experience working within large-scale technology, transformation or digital delivery programmes
• Strong understanding of modern UX practices, interaction design and service design methodologies
• Experience establishing and maintaining design standards, design systems, component libraries or pattern libraries
• Experience leading end-to-end design activities from discovery through to implementation
• Strong facilitation and workshop design skills
• Excellent stakeholder engagement and relationship management capability
• Strong analytical and problem-solving skills, with the ability to synthesise complex information into practical solutions
• Experience translating business requirements into user-centred design outcomes
• Experience working effectively within multidisciplinary teams including architects, developers, business analysts, testers and change specialists
• Strong written and visual communication skills

Ideally, you'll also have:

• Experience working with enterprise platforms, case management systems or large-scale digital transformation initiatives
• Experience designing for complex operational environments
• Knowledge of accessibility standards and inclusive design practices
• Experience using design tools such as [REDACTED] or similar platforms
• Understanding and appreciation of cross-cultural practices, particularly tikanga Māori and Pacific peoples' cultures
• Experience working within government, social services, healthcare or similarly complex service environments

Nōu te rourou | What's in it for you

This is an opportunity to contribute to one of the most significant programmes within [REDACTED].

You'll join a collaborative and purpose-driven team where your expertise will directly influence the design of services and systems that support better outcomes for tamariki, rangatahi and whānau.

We offer flexible working arrangements, a supportive team environment and opportunities for professional development and growth.

Me pēhea te tuku tono | How to Apply

Apply online with your CV and Cover Letter. If you are a [REDACTED] employee already, please ensure you apply using your [REDACTED] email address. If you have questions regarding the role, please contact [REDACTED].

Applications close just before midnight on 13 October 2026.

We may begin reviewing applications and inviting candidates to interview prior to the closing date, so early applications are encouraged.