Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Bank of New Zealand (BNZ)

Location: Auckland, New Zealand (Hybrid)

Job Type: Full-Time, Fixed-Term

Category: Service Design / User Experience (UX) Operations

Date Posted: February 18, 2026

Experience Level: Mid-Level (4+ years)

Remote Status: Hybrid (3 days in office, 2 days flexible)

🚀 Role Summary

• This role focuses on enhancing customer and colleague experiences through expert application of Service Design methodologies within a major New Zealand financial institution.

• Key responsibilities include diagnosing complex problems, mapping end-to-end customer journeys, and facilitating cross-functional workshops to drive cohesive service delivery.

• Success will be measured by the ability to deliver intuitive, simplified experiences that address deep customer and colleague needs within technical and regulatory constraints.

• The position offers a unique opportunity to grow service design capability and contribute to impactful projects within a collaborative, supportive team.

📝 Enhancement Note: While the raw input describes a "Service Designer," this enhancement frames it within an "Operations" context, emphasizing the process-driven nature of Service Design in improving operational efficiency and customer satisfaction within a large organization. The role touches upon elements of GTM operations by focusing on customer-facing processes and experience.

📈 Primary Responsibilities

• Employ a comprehensive suite of Service Design tools and techniques to define and visualize user experience requirements, effectively navigating complexity and engaging diverse stakeholder groups.

• Conduct thorough problem diagnosis, plan strategic service design activities, and execute user research to gain a deep understanding of end-user and customer contexts, needs, and pain points.

• Design and facilitate engaging workshops to foster alignment across various business functions, ensuring the delivery of coherent and effective end-to-end customer and colleague experiences.

• Create clear and compelling artifacts that communicate insights and map intricate current and target-state experiences across multiple systems and channels, collaborating closely with technology partners to define feasible and elegant solutions.

• Conduct user evaluations of experience design artifacts and prototypes, translating findings into actionable insights for senior stakeholders in an engaging and persuasive manner.

• Contribute to the redesign of customer and colleague experiences specifically within the "Customer 360 programme."

• Provide specialist, UX-focused service design capability, bringing an end-to-end and ecosystem-level view to the bank's customer and colleague experience.

📝 Enhancement Note: The original job description provided a list of day-to-day tasks. This section has been reframed to highlight the strategic and operational impact of these tasks, using stronger action verbs and emphasizing the "why" behind each responsibility in an operational context.

🎓 Skills & Qualifications

Education: Specific educational requirements are not detailed in the provided information. However, a background in Design, Human-Computer Interaction (HCI), Psychology, Business, or a related field is often beneficial for Service Design roles.

Experience: 4+ years in a Service Design, UX Design, or a closely related role, with a proven track record of improving customer and/or colleague experiences.

Required Skills:

• Expert practitioner of service design methodologies and best practices.

• Expertise in core service design practices, including service blueprinting, customer journey mapping, ideation workshops, ecosystem mapping, prototyping, and user testing.

• Experience in user research and usability testing, with a strong understanding of interaction design principles and UX heuristics.

• Familiarity with relevant user experience practices and principles such as Lean UX, Minimum Viable Product (MVP), User Stories, Acceptance Criteria, and Rapid Prototyping.

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

• Experience working within agile software delivery environments.

Preferred Skills:

• Experience with design tools such as Adobe Creative Suite or Figma.

• Experience in a financial services or highly regulated industry.

• Understanding of business processes within a large banking institution.

📝 Enhancement Note: The raw input provided a detailed list of required attributes and skills. This section categorizes them into "Required" and "Preferred" for clarity and adds context relevant to operations roles, such as data-driven decision-making and agile methodologies. The experience level is derived from the "4+ years" requirement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 4+ years of experience with tangible Service Design projects.

• Clearly demonstrate expertise in core service design methodologies: service blueprinting, customer journey mapping, ecosystem mapping, and prototyping.

• Present case studies that illustrate problem diagnosis, research methodology, and the development of user-centric solutions.

• Highlight projects where you have facilitated workshops and achieved stakeholder alignment for complex initiatives.

• Include examples of how you've translated user insights and data (quantitative and qualitative) into actionable design decisions and impactful improvements.

Process Documentation:

• Provide examples of how you have documented current state and designed target state customer and colleague experiences, including cross-channel and system interactions.

• Showcase artifacts that clearly communicate complex service flows, touchpoints, and stakeholder interactions.

• Include documentation that illustrates collaboration with technology partners to define feasible solutions within defined constraints.

• Present evidence of using agile processes in your design workflow and collaboration with development teams.

📝 Enhancement Note: Service Design roles, like many operations roles, require a demonstrable portfolio. This section infers the typical contents and structure of such a portfolio, focusing on process documentation, case studies, and evidence of cross-functional collaboration and problem-solving, aligning with operations' emphasis on tangible outcomes and documented processes.

💵 Compensation & Benefits

Salary Range: Based on the experience level (4+ years), location (Auckland, New Zealand), and the nature of the role within a major financial institution, a competitive fixed-term salary range can be estimated. For a Service Designer with this experience in Auckland, a typical range might be NZD $90,000 - $120,000 per annum.

Benefits:

• Wellbeing support programs.

• Flexible working arrangements.

• Generous leave offering.

• Opportunity to work on high-impact projects within a major financial institution.

• Professional development and growth within a supportive team environment.

• Hybrid work model offering a balance between in-office collaboration and remote flexibility.

Working Hours: Full-time, with an expectation of approximately 40 hours per week. The role offers flexibility, with two days per week allowing for remote work, complementing the three days in the office.

📝 Enhancement Note: The raw input did not specify salary. An estimated range is provided based on industry benchmarks for a mid-level Service Designer in Auckland, New Zealand. The benefits and working hours are extracted and contextualized for the operations professional.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services / Banking. BNZ operates within a highly regulated and competitive financial sector, requiring a strong focus on customer trust, security, compliance, and efficient service delivery.

Company Size: Large enterprise (part of National Australia Bank Group). This implies established processes, potential for complex organizational structures, and significant resources for innovation and transformation projects.

Founded: 1865. BNZ has a long history in New Zealand, indicating a stable and established presence with a deep understanding of the local market and customer base.

Team Structure:

• The Service Designer reports directly to the Director of Service Design, indicating a senior leadership presence within the design function.

• The role is part of a "highly collaborative and caring team" focused on growing service design capability.

Methodology:

• Emphasis on agile software delivery environments, suggesting iterative development and continuous improvement.

• Focus on data-driven decision-making, utilizing both quantitative and qualitative data to inform design.

• Application of service design methodologies (blueprinting, journey mapping, etc.) to understand and improve end-to-end experiences.

• Collaboration with technology partners to ensure feasibility and define solutions within constraints.

Company Website: https://www.bnz.co.nz/

📝 Enhancement Note: The company description and specialties were not explicitly provided. This section infers these details from the company name (Bank of New Zealand) and its industry context, providing insights relevant to an operations professional considering the organizational environment.

📈 Career & Growth Analysis

Operations Career Level: Mid-level Service Designer. This role is suitable for individuals with 4+ years of experience who are ready to take on significant project responsibilities, act as a subject matter expert, and contribute to strategic initiatives like the "Customer 360 programme."

Reporting Structure: Reports to the Director of Service Design. This suggests a clear reporting line and potential for mentorship from a senior leader in the field.

Operations Impact: The role has a direct impact on enhancing customer and colleague experiences, which are critical drivers of customer satisfaction, loyalty, operational efficiency, and ultimately, business performance within a financial institution. By improving processes and user journeys, the Service Designer contributes to reduced operational friction, increased adoption of services, and potentially lower support costs.

Growth Opportunities:

• Skill Advancement: Deepen expertise in advanced service design techniques, user research, and agile methodologies. Opportunity to become a subject matter expert in specific customer journey areas.

• Leadership Potential: Gain experience in leading design initiatives within cross-functional teams, potentially preparing for senior designer or lead service designer roles.

• Industry Exposure: Work on complex transformation projects within a major financial institution, gaining valuable experience in navigating regulatory environments and large-scale system integrations.

• Capability Building: Contribute to the growth of service design capability within BNZ, potentially influencing team processes and best practices.

📝 Enhancement Note: This section extrapolates potential career paths and growth opportunities based on the role's description, experience level, and organizational context, framing them within an operations and service design career trajectory.

🌐 Work Environment

Office Type: Hybrid work model. The role requires three days per week in the BNZ office, fostering in-person collaboration, team cohesion, and access to office resources. Two days per week offer flexibility, allowing for remote work.

Office Location(s): Primarily based in Auckland, New Zealand, at BNZ Place, 80 Queen Street. Potential collaboration with colleagues in Wellington and other locations.

Workspace Context:

• Collaborative Environment: The office setting is designed to facilitate interaction, workshop facilitation, and spontaneous problem-solving sessions with colleagues from diverse functions.

• Tools & Technology: Access to standard office technology and potentially specialized design and collaboration tools used by BNZ. The role requires familiarity with design tools like Figma or Adobe Creative Suite, though they are listed as a bonus.

• Team Interaction: Opportunities for regular interaction with the Service Design team, the Director of Service Design, and various business stakeholders to drive customer-centric initiatives.

Work Schedule: Full-time, approximately 40 hours per week, with inherent flexibility on two days of the week. This allows for focused work, deep analysis, and creative problem-solving while accommodating personal needs.

📝 Enhancement Note: The description mentions "flexible working" and a hybrid model. This section elaborates on what that means in practice for a Service Designer, emphasizing the balance between collaborative office work and focused remote tasks, crucial for operations roles that blend individual analysis with team-based problem-solving.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess relevant experience and skills.

• Hiring Manager Interview: Likely with the Director of Service Design to discuss your background, approach to service design, and alignment with the team's goals. Expect questions about your experience with specific methodologies and your approach to problem-solving.

• Technical/Case Study: You may be asked to present a portfolio piece, walk through a past project, or complete a design challenge to assess your practical skills, problem-solving abilities, and communication style. This will likely focus on diagnosing a problem, mapping a journey, or proposing a solution.

• Team/Stakeholder Interviews: Interviews with other team members or key stakeholders to assess cultural fit, collaboration skills, and ability to work effectively in a cross-functional environment.

• Final Assessment: A concluding interview to discuss your fit for the role and answer any remaining questions.

Portfolio Review Tips:

• Showcase Impact: Focus on projects that demonstrate tangible improvements to customer or colleague experiences and business outcomes. Quantify results where possible.

• Process-Oriented: Clearly articulate your design process for each project, from problem definition and research to ideation, prototyping, testing, and implementation.

• Methodology Expertise: Highlight your proficiency in core service design tools and techniques like journey mapping, service blueprints, and user research.

• Collaboration: Include examples of how you've collaborated with diverse stakeholders, including technology partners and business units.

• Problem/Solution Framing: Clearly define the problem you were solving and how your design solution addressed it effectively within constraints.

• Visual Clarity: Ensure your portfolio is well-organized, visually appealing, and easy to navigate.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly research BNZ, its services, and its customer base. Consider potential challenges in the financial services sector.

• Structure Your Approach: Prepare to articulate your thought process logically: problem definition, research approach, key insights, proposed solutions, and how you would measure success.

• Data-Driven Rationale: Be ready to explain how you would use data (both qualitative and quantitative) to support your decisions.

• Agile & Constraints: Demonstrate an understanding of working within agile frameworks and acknowledging technical/regulatory constraints.

📝 Enhancement Note: This section outlines a typical interview process for a Service Design role, with specific advice tailored to portfolio presentation and case study preparation, emphasizing the operational aspects of design and problem-solving.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Tools: Expertise in service blueprinting, customer journey mapping, ecosystem mapping, and prototyping tools. While Figma and Adobe Creative Suite are listed as a bonus, proficiency in similar industry-standard design and diagramming software is expected.

• Collaboration Tools: Proficiency with tools that facilitate remote and in-office collaboration, such as Microsoft Teams, Slack, Miro, or Mural for workshops and brainstorming.

• Agile Project Management: Familiarity with tools like Jira or Confluence for working within agile software delivery teams.

Analytics & Reporting:

• Ability to leverage quantitative and qualitative data for design decisions. This implies familiarity with analytics platforms (e.g., Google Analytics, Adobe Analytics for web/app data) and user research platforms, although specific tools are not listed.

CRM & Automation:

• While not directly a CRM role, understanding how customer data is managed and how service automation impacts customer journeys is beneficial. Familiarity with how CRM systems (like Salesforce) and workflow automation tools influence customer interactions would be advantageous.

📝 Enhancement Note: The raw input mentions specific design tools as a bonus. This section expands on the likely technology stack for a Service Designer in a large organization, focusing on tools relevant to operations, collaboration, and data analysis, even if not explicitly listed as requirements.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A primary focus on understanding and meeting customer needs, driving initiatives that improve the end-to-end customer experience.

• Collaboration & Teamwork: Emphasis on working together across business functions to achieve shared goals, as highlighted by the "highly collaborative and caring team" description and the Māori proverb about collective success.

• Agility & Adaptability: A willingness to pivot and adapt to changing requirements and new information, reflecting the agile environment and the need for flexibility.

• Data-Driven Decision Making: Using insights from both quantitative and qualitative data to inform design choices and strategy.

• Efficiency & Effectiveness: Striving to create simplified, intuitive experiences that are both effective for the user and efficient for the organization to deliver.

Collaboration Style:

• Cross-functional Integration: Actively engaging with diverse teams (business, technology, product) to co-design solutions and ensure alignment.

• Workshop Facilitation: Leading collaborative sessions to generate ideas, solve problems, and build consensus.

• Open Communication: Regularly sharing insights, design artifacts, and feedback with stakeholders and team members.

• Continuous Improvement: Embracing an iterative approach to design and development, seeking feedback and refining solutions over time.

📝 Enhancement Note: This section infers the team's values and collaboration style based on the company's description, the role's responsibilities, and common practices in agile and service design environments, relating them to operational effectiveness and teamwork.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complexity: Working within a large, established financial institution means dealing with complex systems, legacy processes, and multiple stakeholder needs.

• Balancing Constraints: Designing elegant solutions that meet customer needs while adhering to strict technical, regulatory, and business constraints.

• Driving Change: Influencing stakeholders and driving adoption of new service designs and processes across different departments.

• Measuring Impact: Clearly demonstrating the ROI and impact of service design initiatives on both customer satisfaction and operational efficiency.

• Fixed-Term Nature: Adapting to a fixed-term contract, requiring a focus on delivering significant impact within the contract duration.

Learning & Development Opportunities:

• Service Design Mastery: Opportunity to deepen expertise in advanced service design techniques and apply them to real-world challenges.

• Cross-Functional Exposure: Gain a broad understanding of banking operations, technology, and business strategies by working across various departments.

• Agile Methodologies: Enhance skills in working within agile frameworks and contributing to iterative product development.

• Strategic Influence: Contribute to high-profile transformation programs like "Customer 360," influencing the future of customer experience at BNZ.

• Mentorship: Potential to learn from a Director of Service Design and experienced colleagues.

📝 Enhancement Note: This section identifies potential challenges inherent in such a role within a large financial institution and frames them as growth opportunities, providing context for operations professionals seeking to develop their problem-solving and strategic thinking skills.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex customer journey you've mapped and the key insights you uncovered. How did these insights lead to actionable design improvements and what was the impact?" (Focus on process, data, and outcomes)

• "Walk me through a time you facilitated a workshop with diverse stakeholders. How did you ensure alignment and achieve a shared understanding or objective?" (Focus on collaboration and facilitation skills)

Company & Culture Questions:

• "What do you know about BNZ's commitment to customer experience, and how do you see Service Design contributing to that?" (Demonstrates research and understanding of BNZ's values)

• "How would you approach integrating your service design expertise into an agile software delivery team?" (Assesses understanding of operational environments and collaboration)

Portfolio Presentation Strategy:

• Tell a Story: For each portfolio piece, frame it as a narrative: the challenge, your role and process, the solution, and the results/impact.

• Focus on Process, Not Just Deliverables: Explain why you made certain design choices and how your process led to the outcome.

• Quantify Impact: Use metrics and data whenever possible to demonstrate the effectiveness of your designs.

• Highlight Collaboration: Show how you worked with others (developers, product managers, business stakeholders) to bring your designs to life.

• Be Prepared for Questions: Anticipate questions about your methodologies, decision-making, and how you would apply your experience to BNZ's specific context.

📝 Enhancement Note: These interview questions and preparation tips are designed to probe the candidate's operational thinking, problem-solving capabilities, and ability to apply service design principles within a corporate, agile, and regulated environment.

📌 Application Steps

To apply for this Service Designer position:

• Submit Your Application: Complete the online application form via the provided link.

• Tailor Your Resume: Highlight your 4+ years of experience in Service Design or similar roles, emphasizing your expertise in core methodologies (service blueprinting, journey mapping, prototyping), user research, agile environments, and data-driven decision-making. Use keywords from the job description.

• Curate Your Portfolio: Select 2-3 of your strongest projects that best showcase your end-to-end service design process, problem-solving skills, cross-functional collaboration, and demonstrable impact on customer/colleague experiences. Ensure it clearly articulates your role and contributions.

• Prepare Your Narrative: Practice presenting your portfolio pieces, focusing on the story, your process, the challenges overcome, and the results achieved. Be ready to articulate your approach to complex problems and stakeholder management.

• Research BNZ: Familiarize yourself with BNZ's mission, values, services, and their commitment to customer experience. Understand the financial services industry context and potential operational challenges.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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