Service Experience Designer (CX, UX & EX)

Service Experience Design??? If you know, you know… and in case you don’t, Service Experience Design is the ability and act of designing and mapping out solutions at an organisational level, it goes way beyond a single digital product.

Service Designer focuses on the full end-to-end experience which may include digital touchpoints — but also physical infrastructure, process, system, employee, team, and department.

If you live in the space where CX meets UX & EX, then this is the role for you!

On behalf of our Auckland based client, The Pond Recruitment is now looking for a Service Experience Designer to take up a senior design position in an organisation whose mission is to simplify the complex international export, import, and supply chain journey for their customers.

This is a hands-on design role with a stake and voice in strategic direction. Day to day you’ll support and co-design with the Lead Service Experience Designer, bringing to experiences that will push boundaries. You will take an experimental and truly creative approach when designing insight-driven service experiences.

You will have a real passion and the ability to craft exceptional service experiences. You will thrive and flourish in an environment that nurtures growth. You will play a critical part in an organisation that is responsible for over 30% of NZ’s export market – literally introducing Kiwi brands and products to the world!

To be truly successful in this role you will have respect, exposure, and commercial experience partnering with wildly diverse contributors. You will carry the ability to effectively communicate the design journey and intent, helping inform and influence Customers, Users, Employees, Executives, Boards, and everyone in between throughout the service experience design journey.

Are you inspired by human-centered design? Do you love and live by lean experience design methodology practices? YES & YES? Then do not hesitate and APPLY TODAY!

The breakdown

We’re looking for an experienced designer in:

• 5+ years min in Service X, User X, Customer X, or Product X Design role
• A strong grasp of human-centered design and how that plays out at an organisation blueprint level
• Best practice in customer journey mapping, prototyping and service blueprints, experience and stakeholder mapping, etc…

Some key responsibilities are:

• Delivering world-class service experience designs in a commercial environment
• Partnering with key audiences like Customers, Users, Employees, Executives & Boards
• Planning and conducting design research studies, which build empathy with users, customers and employees, contributing to the larger organisations intelligence
• Contribute to improving design experience practices
• Create prototypes for new organisational service experience improvements
• Facilitate and observe usability testing of prototypes, customer interviews, and field
• Participate in workshops during discovery and delivery

Are you someone who is:

• Senior and always learning?
• Experienced in developing and building design systems?
• Innovative and solutions-focused?
• A natural collaborator and communicator?
• Keen to take existing service and organisational experiences to new heights?
• Always working with a global mindset

The reward:

• Competitive senior salary of $130,000 - $140,000 per annum  
• Mentoring opportunities in a team that supports growth
• Flexible working model

Mandatory requirements: 

• Due to current border restrictions, we are only able to accept applications from people entitled to work in, and currently residing in New Zealand.

In summary

We’re looking for an experienced human-centered design gun with expertise in organisational and service experience design. You may come from a background in product design, research, or another form of experience, You’ll be motivated to join a team on a mission to simplify the complex international export, import, and supply chain journey.

Apply today

We know it’s the holiday season and you’re having a well-deserved break, but if you think this role is a great fit for you, don’t wait and apply now with a brief summary of why you may be interested in this position. Applications will be reviewed in January 2022 and we’ll get back to you then. Happy holidays!

About The Pond

The Pond is committed to becoming New Zealand’s number one specialist recruiter in the Digital & Tech, Creative & Design, and Marketing, Media & Sales sectors. We focus on finding the best candidates in the local and overseas market, that last the distance and help transform our clients’ businesses. Established in 2006, The Pond is driven by a dedicated team of experienced recruiters and support team who get results for clients daily. Our audited placement average is 4.4 years, so the people we place do stick.