Service Designer

Mō te Tūranga | About the Role   

We spoke with our Director of Service Design (who you'd report to), and she let us know the following about the tūranga (role):  

This is a full time fixed term opportunity based in Auckland. This is a hybrid role with three days in the office and two days where you can work flexibly.

What are 5 day to day tasks the person in this role will complete?  

• Employ a range of Service Design tools to help define and visualise user experience requirements, navigate complexity, and engage with diverse stakeholder groups.  

• Help diagnose problem areas, plan service design activities and conduct research to understand end user or customer context and needs  

• Design and facilitate workshops to help create alignment across business functions to deliver coherent end to end experiences for our customers and colleagues.   

• Create clarifying artefacts that communicate insights and map complex current and target state experiences across multiple systems and channels.  Work closely with our technology partners to understand feasibility and define elegant solutions within constraints. 

• Evaluate experience design artefacts and prototypes with users and communicate insights to senior stakeholders in an engaging way.  

What projects / work will the candidate be working on throughout the year?  

The redesign of our Customer and Colleague experience specifically focussed on our customer 360 programme.  

What is the most exciting thing about this opportunity?  

Join one of New Zealand's largest financial institutions as a key member of a highly collaborative and caring team to grow service design capability, contribute to impactful projects that significantly improve experience for colleagues and customers, and grow professionally in a dynamic, supportive environment.  

What will success look like for the candidate in this tūranga?  

Working cross functionally and collaboratively, the right candidate will bring an end to end and eco-system level view to the banker and customer experience as well as provide specialist, UX focused service design capability. Bringing a depth of expertise, you will co-design and help deliver intuitive, simplified experiences that are underpinned by a deep understanding of customer and colleague needs, within technical and regulatory constraints. 

What attributes will this person display to be successful in this role?  

We are looking for someone who can demonstrate the ability to remain flexible and be able to pivot when .  

You will also have;  

• 4+ years in a Service Design or similar role.  

• Expert practitioner of service design methodologies and best practice 

• Expertise in relevant practices such as service blueprinting, customer journey mapping, ideation workshops, eco-system mapping, prototyping and testing.  

• Experience in user research / usability testing and understanding of interaction design principles and UX heuristics 

• Familiarity in relevant user experience practices and principles such as: Lean UX, Minimum Viable Product, User stories, Acceptance criteria, Rapid prototyping 

• Experience working in agile software delivery  

• Demonstrated ability to leverage both quantitative and qualitative data to make design decisions and deliver creative and appropriate solutions to business and customer challenges. 

• Experience in design tools such as Adobe Creative Suite / Figma a bonus but not essential. 

What is your favourite thing about working for BNZ?  

The people and culture, and the values that underpin that, which are demonstrated every day in the way we work together to support each other to be at our best. We are also making the right calls about where we need to be focusing, we just need the right tāngata (people) to support that.  

Nau Mai ki te Pēke o Aotearoa | Come to the Bank of New Zealand 

Please Note: Applications for this vacancy close on Wednesday 4 March 2026. We review applications as they are recieved and may close advertising early.