The Service Design Lead will identify opportunities on how to improve the lifecycle of work at the Ministry – taking a user-centred approach to developing solutions.
The focus of this role is on making systems and tools work better for the end-user and for the people who administer those systems and tools.
You will be part of the Transformation and Change team, which is focused on transforming the organisation and making our systems and processes more efficient for everyone.
You will work alongside Business Analysts, SMEs and the Change Manager to drive improvements in the Business, Services and Transformation business group and across the Ministry.
You will need to build strong internal relationships and partnerships, to identify pain points, understand user needs, and collaboratively develop and implement new ways of working that will delight our internal "customers".
You will also act as a coach or mentor to help upskill colleagues in human centered design and user experience methodology.
Key Responsibilities: Significant demonstrated experience leading service design and user experience work, from assessing how processes and services run, to the changes needed to make them more efficient and customer centric.
Experience designing new processes, functions and services to meet emerging business needs.
Solution focused approach with strong problem-solving and decision-making skills.
Strong stakeholder engagement capability; able to quickly build credibility and trust across diverse groups.
Strong customer focus and human centred design / design thinking experience.
The ability to set priorities and to achieve deadlines and project and programme outputs in a fast paced, ambiguous and complex environment.
Personal drive, enthusiasm, curiosity, and a can-do attitude.
Process improvement and change management experience with strong influencing capabilities.
Ability to lead multiple, often complex or not well defined projects, including procurement and budget management, within the context of a defined project plan and governance arrangements.
Salary range for this role is from $118,318 up to $143,695 p/a.
Appointment within this range will be based on skills and experience.
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 the position, please contact Karla Houska, Talent Advisor at We embrace diversity and inclusion and are committed to equal opportunities.
What's important to us is 'he rau kotahi tangata' – embracing our multiple talents – by harnessing our diversity and being inclusive.
We actively encourage applications from all backgrounds.
We are proud to be Rainbow Tick certified and recognise the diversity and uniqueness of our workforce and reaffirm our commitment to create a safe and inclusive environment for everyone.
We want to ensure accessibility needs are well supported, so the recruitment process is fair and equitable for all.
Therefore, please let us know if there is any support we can provide to ensure the recruitment process is fully accessible to you.
You can contact us at if you would like to discuss any accessibility needs you may have.
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