Senior Service Designer - System Design and Innovation

📍 Job Overview

Job Title: Senior Service Designer - System Design and Innovation

Company: Ministry of Housing and Urban Development

Location: Wellington, New Zealand

Job Type: Full time, Fixed Term/Secondment (until June 30, 2028)

Category: Service Design, System Design, Innovation

Date Posted: October 05, 2026

Experience Level: 5-10 Years

Remote Status: On-site (Wellington, Auckland, or Christchurch based options)

🚀 Role Summary

• Lead the design and innovation of complex government systems, focusing on the user experience within the Planning System Transformation programme.

• Champion human-centred design principles to translate intricate legislative reforms into intuitive, accessible, and fair digital services for New Zealanders, councils, and iwi.

• Drive a shift from risk aversion to a proactive "culture of yes" by reimagining workflows and digital tools to provide certainty and transparency.

• Collaborate closely with business analysts, solution architects, and subject matter experts to develop end-to-end service experiences that simplify and expedite planning and consenting processes.

📝 Enhancement Note: The role is a Senior Service Designer with a specific focus on System Design and Innovation, indicating a need for strategic thinking beyond typical service design tasks. The "Planning System Transformation programme" suggests a large-scale, complex government initiative requiring significant stakeholder management and a deep understanding of regulatory environments. The fixed-term nature and potential for secondment are key logistical details for candidates.

📈 Primary Responsibilities

• Workshop Planning and Facilitation: Design and lead workshops with diverse stakeholder groups (policy, legal, technical, operational, iwi) to achieve defined workstream outcomes and align on a shared vision for digital service experiences.

• Service Blueprinting and Journey Mapping: Visualize current and future state regulatory processes to identify friction points and opportunities for automation, simplification, and integration across central and local government systems.

• Prototyping and User Testing: Lead the design, prototyping, and testing of key digital products and service components to ensure they meet diverse user needs before full technical build, focusing on iterative improvement.

• Design Standards Development: Contribute to the creation and implementation of national data and design standards to ensure a consistent, accessible, and inclusive user experience across all regions and interactions with the planning system.

• Stakeholder Alignment and Influence: Facilitate cross-functional alignment on user-centered design principles and outcomes, using compelling narratives and visual communication to influence senior leadership and policy decisions.

• Friction Point Identification: Analyze current planning and consenting processes to pinpoint areas of complexity, delay, or inequity, and propose innovative solutions that enhance efficiency and fairness.

• Hybrid Federated Model Design: Design service experiences that effectively operate within a hybrid federated model, balancing national consistency with local autonomy and diverse environmental contexts across Aotearoa.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on practical application of design methodologies within a complex public sector context. The focus on "reimagining workflows" and shifting the "culture of yes" indicates a strategic, transformation-oriented approach rather than just process documentation.

🎓 Skills & Qualifications

Education: While specific degrees are not mandated, a strong portfolio demonstrating expertise in service design, human-centred design, and system thinking is paramount. Equivalent practical experience will be highly valued.

Experience: 5-10 years of progressive experience in service design, with a significant portion spent in public sector or highly regulated environments. Experience with large-scale digital transformation programs is essential.

Required Skills:

• Proven Service Design Experience: Demonstrated ability to design and deliver complex end-to-end services, effectively translating intricate policy or business rules into intuitive human experiences.

• Human-Centred Design Expertise: Deep knowledge of design thinking methodologies, including user research, persona development, journey mapping, and service blueprinting.

• Workshop Planning and Facilitation: Proven experience creating and leading workshops, applying various research approaches to capture participant insights, and translating them into actionable design artefacts.

• Digital Transformation Understanding: Experience working within large-scale digital transformation programmes, understanding the interplay of people, process, and technology, and mindful of technology debt avoidance.

• Agile Delivery Experience: Practical experience working in Agile environments, supporting product owners and development teams to maintain a strong user voice throughout the build cycle.

• Communication and Influence: Excellent storytelling, visual communication, and presentation skills to translate user insights into compelling narratives for senior leadership and policy decisions.

• Stakeholder Alignment: Ability to facilitate workshops with diverse groups (policy, legal, technical, operational, iwi) to achieve consensus and a shared vision for digital service experiences.

Preferred Skills:

• Te Tiriti o Waitangi & Māori Data Sovereignty: Understanding of Te Tiriti obligations in a digital context. Experience in co-designing with Māori and understanding Indigenous data sovereignty principles is highly desirable.

• Federated/Complex System Design: Experience designing for systems where service delivery is distributed, understanding the nuances of national consistency versus local autonomy.

• Government Design Awareness: Familiarity with NZ Government Web Standards, Accessibility Standards, and the Digital Service Design Standard.

• Prototyping and Testing: Experience leading the design and testing of digital products to ensure they meet user needs.

📝 Enhancement Note: The requirements emphasize practical, applied skills in service design and human-centred approaches within complex government systems. The inclusion of Te Tiriti o Waitangi and Māori data sovereignty as highly desirable skills underscores the cultural and ethical considerations within the role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Complex Service Design: Showcase at least 2-3 detailed case studies demonstrating experience in designing end-to-end services for complex, regulated environments (preferably public sector).

• Demonstrated Human-Centred Design Process: Evidence of applying user research, persona development, journey mapping, and service blueprinting in tangible projects.

• Workshop Outputs and Facilitation Examples: Include examples of workshop agendas, key outputs, and how insights were synthesized to drive design decisions.

• Prototyping and Testing Artifacts: Visual examples of prototypes (low to high fidelity) and evidence of user testing methodologies and outcomes.

• Design Standards Contributions: If applicable, examples of contributions to design systems, style guides, or national/organizational design standards.

Process Documentation:

• Workflow Analysis and Optimization: Demonstrate how you have mapped current-state processes, identified friction points, and designed optimized future-state workflows, ideally with visual aids like service blueprints.

• Agile Project Integration: Showcase how your design process integrated with Agile development cycles, highlighting collaboration with product owners and development teams.

• Cross-Functional Collaboration Frameworks: Document approaches used to align diverse stakeholders (policy, legal, technical, operational) on design strategies and requirements.

• User Research Synthesis: Examples of how raw user insights were systematically analyzed, themed, and translated into actionable design specifications.

📝 Enhancement Note: A strong portfolio is crucial for this role, as it will be used to assess practical application of service design principles and ability to navigate complex stakeholder environments. The emphasis should be on demonstrating the process and outcomes of design work, particularly in government or regulated contexts.

💵 Compensation & Benefits

Salary Range: $111,827 - $135,738 NZD per annum. Appointment within this range will be based on demonstrated skills and experience.

Benefits:

• Fixed-Term/Secondment Opportunity: A defined period of employment until June 30, 2028, offering a focused project experience.

• Strategic Impact: Opportunity to significantly influence the design and user experience of a major national planning system transformation.

• Professional Development: Potential for learning and growth within a large government department, exposure to complex policy and system design challenges.

• Flexible Work Options: While the role is on-site, options for Wellington, Auckland, or Christchurch bases provide some geographical flexibility.

• Government Sector Benefits: Typically includes comprehensive leave entitlements, potential for superannuation contributions, and access to employee assistance programs.

Working Hours: Standard full-time hours (approximately 40 hours per week), with an expectation of on-site presence in the chosen office location.

📝 Enhancement Note: The salary range is explicitly stated. Based on New Zealand government pay scales for senior roles, this range is competitive for a specialist position. The fixed-term nature is a critical factor for candidates to consider.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (specifically focused on Housing, Urban Development, Environment, Regions, and Transport). The Ministry for Cities, Environment, Regions and Transport (MCERT) plays a vital role in shaping New Zealand's future development.

Company Size: As a government ministry, MCERT is a large organization with significant reach and influence across various sectors. This scale implies a structured environment with established processes and diverse teams.

Founded: The Ministry for Cities, Environment, Regions and Transport (MCERT) is a relatively new entity formed through recent government restructuring, bringing together expertise from various agencies. This suggests a dynamic, evolving culture focused on integration and strategic alignment.

Team Structure:

• System Design and Innovation Team: This role sits within a specialized team focused on designing and improving government systems and digital services.

• Reporting Structure: The Senior Service Designer will likely report to a Team Lead or Manager within the System Design and Innovation group, with close collaboration with project managers, business analysts, and solution architects for the Planning System Transformation programme.

• Cross-functional Collaboration: The role necessitates extensive collaboration with policy advisors, legal experts, operational staff, central government departments, local councils, and iwi representatives.

Methodology:

• Human-Centred Design: The core methodology for this role, ensuring user needs are at the forefront of system and service design.

• Agile Delivery: The team operates within an Agile framework, requiring iterative development and close collaboration with engineering teams.

• Policy-to-Service Translation: A key process involves translating complex government policy and legislative reform into practical, user-friendly digital services.

• Data-Driven Decision Making: Insights derived from user research and system analysis will inform design decisions and prioritization.

Company Website: https://www.hud.govt.nz/ (Note: The job description mentions MCERT, which is the Ministry for Cities, Environment, Regions and Transport. The provided URL is for the Ministry of Housing and Urban Development, which is likely the parent or a closely related entity involved in this specific program.)

📝 Enhancement Note: Understanding the government context is crucial. This role operates within a large, complex bureaucracy with a mandate for significant public service transformation. The emphasis on "joined-up policy and investment advice" and partnership with local government highlights the collaborative nature of the work.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position within the Service Design discipline. It signifies a leadership role in shaping strategic design direction, mentoring junior designers, and influencing organizational processes and decision-making. The focus on "System Design and Innovation" elevates it beyond standard service design, pointing towards strategic contributions to the broader government digital ecosystem.

Reporting Structure: The Senior Service Designer will report to a manager within the System Design and Innovation team and will work closely with program leads, business analysts, solution architects, and potentially product owners. While not a direct management role, it involves significant influence and leadership through expertise.

Operations Impact: The role's impact is critical to the success of the Planning System Transformation programme. By ensuring the system is user-friendly, efficient, and fair, the Senior Service Designer directly contributes to:

• Improved public trust and engagement with government services.

• Reduced administrative burden and costs for citizens, businesses, and local authorities.

• More efficient and effective resource management and urban development outcomes for New Zealand.

• Successful implementation of legislative reforms, achieving government policy objectives. Growth Opportunities:

• Specialization in Public Sector Digital Transformation: Deepen expertise in designing complex government systems and navigating public sector procurement and delivery models.

• Leadership in Design Thinking: Potential to mentor junior designers, lead design sprints, and champion design best practices across the Ministry.

• Strategic Influence: Contribute to national design standards and policy development related to digital services.

• Project Leadership: Take on lead design responsibilities for significant components of the Planning System Transformation programme.

• Secondment to Other Government Initiatives: Potential to leverage acquired skills and experience in other large-scale government digital projects.

📝 Enhancement Note: This role offers a significant opportunity to shape a foundational system for New Zealand's future development. The seniority and strategic focus provide substantial growth potential within the public sector's digital transformation landscape.

🌐 Work Environment

Office Type: The role is based on-site within a government ministry office. This implies a professional, structured office environment. The Ministry is committed to providing a safe and inclusive environment.

Office Location(s): Candidates can be based in Wellington, Auckland, or Christchurch, offering some flexibility. The specific address in Wellington mentioned is 8 Willis Street.

Workspace Context:

• Collaborative Spaces: Government offices typically feature collaborative workspaces designed for team interaction, workshops, and brainstorming sessions.

• Technology & Tools: Access to standard government IT infrastructure, including necessary software for design, communication, and project management.

• Team Interaction: Opportunities for regular interaction with a diverse team of designers, analysts, architects, policy experts, and project managers, fostering a rich learning environment.

• Focus on Ministry Mission: The workspace will be oriented towards achieving the Ministry's objectives related to urban development, housing, environment, and transport.

Work Schedule: Standard full-time government working hours (approximately 40 hours per week). While the role is on-site, government departments often have policies supporting work-life balance, though project demands may require flexibility.

📝 Enhancement Note: The "on-site" requirement means candidates should be prepared to work from one of the specified office locations. The emphasis on collaboration and diverse team interaction is a key aspect of the work environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application Review: Screening of CVs and cover letters, with a strong emphasis on how candidates' experience aligns with the key skills required, particularly in service design and public sector transformation.

• Cover Letter Assessment: The cover letter is a critical component for assessing communication skills and direct relevance to the role's requirements.

• First Interview: Likely with the hiring manager (Dan Hope) and potentially a senior member of the design team. Focus on experience, motivations, and understanding of service design principles.

• Design Challenge/Portfolio Presentation: Candidates will likely be asked to present a portfolio showcasing relevant projects and potentially complete a design-related exercise or case study. This is where practical skills and problem-solving approaches will be evaluated.

• Second Interview: May involve a panel interview with key stakeholders from policy, legal, and technical teams to assess stakeholder management and alignment capabilities.

• Reference Checks: Standard background and reference checks.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the problem you solved, your role, the process you followed, and the tangible outcomes or impact of your design work.

• Showcase Process, Not Just Deliverables: Include sketches, wireframes, journey maps, service blueprints, and user research insights to demonstrate your design thinking and methodology.

• Tailor to Government/Regulation: Highlight any experience in public sector, highly regulated environments, or complex system design.

• Quantify Success: Where possible, use metrics to demonstrate the success of your designs (e.g., improved user satisfaction, reduced processing time, increased adoption rates).

• Tell a Story: Structure your portfolio presentation around compelling narratives that highlight your problem-solving skills and ability to influence stakeholders.

Challenge Preparation:

• Understand the Planning System: Research the current planning and resource management system in New Zealand and the goals of the Planning System Transformation programme.

• Familiarize with Government Design Standards: Review the NZ Government Web Standards, Accessibility Standards, and Digital Service Design Standard.

• Prepare for Te Tiriti o Waitangi Discussion: Be ready to discuss your understanding of Te Tiriti obligations and how they apply to digital service design, and any experience with co-design or Indigenous data sovereignty.

• Practice Workshop Facilitation Scenarios: Think about how you would approach facilitating a workshop with diverse, potentially conflicting stakeholders.

• Be Ready to Articulate Design Rationale: For any presented work, be prepared to explain the "why" behind your design decisions and how they address user needs and business objectives.

📝 Enhancement Note: The emphasis on the cover letter and portfolio presentation indicates these are critical gatekeepers for this role. Candidates should prepare thoroughly in these areas, demonstrating a clear understanding of the role's context and requirements.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Tools: Figma, Sketch, Adobe XD, Miro, Mural (for collaboration and workshops), possibly specialized journey mapping or service blueprinting software.

• User Research Tools: SurveyMonkey, Typeform, UserTesting.com (or similar platforms for remote research), qualitative data analysis tools.

• Project Management & Collaboration: Jira, Confluence, Trello (common in Agile environments).

• Documentation: Microsoft Office Suite (Word, PowerPoint), Google Workspace.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (for understanding user behaviour on digital platforms).

• Data Visualization: Tableau, Power BI (for presenting insights from user research and system performance data).

CRM & Automation: While not directly managing CRM systems, an understanding of how service design integrates with underlying systems (which may include government databases or platforms) is beneficial. The focus is on the service layer rather than direct system administration.

📝 Enhancement Note: Proficiency in standard service design and collaboration tools is expected. The Ministry likely uses a range of enterprise software; candidates should highlight adaptability and experience with commonly used platforms.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A fundamental value, ensuring all design decisions prioritize the needs and experiences of New Zealanders, councils, and iwi.

• Collaboration & Partnership: Strong emphasis on working effectively with diverse internal and external stakeholders to achieve shared goals.

• Innovation & Continuous Improvement: A drive to find new and better ways to deliver government services, moving beyond traditional approaches.

• Integrity & Accountability: Upholding public trust through transparent, ethical, and effective service design and delivery.

• Inclusivity & Accessibility: Commitment to designing services that are accessible and equitable for all New Zealanders, respecting cultural diversity and Te Tiriti obligations.

Collaboration Style:

• Facilitative Leadership: Leading by example and enabling others to contribute through effective facilitation of workshops and design sessions.

• Cross-Functional Integration: Actively bridging gaps between policy, legal, technical, and operational teams to ensure holistic service design.

• Feedback-Driven: Open to constructive feedback and iterative design processes, fostering a culture of continuous learning and improvement.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and lessons learned across teams and projects.

📝 Enhancement Note: The Ministry's values, particularly those related to Te Tiriti o Waitangi and inclusivity, are critical to understanding the cultural expectations for this role. Collaboration is not just a task but a core methodology.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy and Complex Stakeholder Landscapes: Managing diverse needs and priorities across multiple government agencies, local councils, and iwi.

• Translating Complex Legislation: Simplifying intricate policy and legal frameworks into user-friendly digital services.

• Balancing National Consistency with Local Autonomy: Designing a system that works effectively across different regions and governance structures.

• Shifting Mindsets: Driving a cultural change from risk aversion to a "culture of yes" within a government context.

• Technical Constraints and Legacy Systems: Designing innovative solutions that can be implemented within existing technological infrastructure and avoiding future technology debt.

Learning & Development Opportunities:

• Deep Dive into Public Sector Transformation: Gain unparalleled experience in large-scale government digital transformation initiatives.

• Expertise in Regulatory Service Design: Develop specialized skills in designing services for regulated industries and complex policy environments.

• Leadership in Design Strategy: Opportunities to shape national design standards and contribute to policy discussions.

• Cross-Cultural Design Collaboration: Enhance skills in co-design and working with Māori partners to uphold Te Tiriti obligations and Indigenous data sovereignty.

• Mentorship and Knowledge Sharing: Learn from and mentor a diverse range of professionals within the Ministry and partner organizations.

📝 Enhancement Note: The challenges presented are inherent to large-scale government transformation projects. The growth opportunities are significant for those looking to build a career in public sector innovation and design leadership.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you translated complex policy or legal requirements into an intuitive user experience. What was your process, and what was the outcome?"

  • Preparation: Have a specific case study ready that demonstrates this skill. Focus on your analytical process, design choices, and how you validated them with users.

• "How would you approach designing a service that needs to be consistent nationally but also adaptable to local variations and unique environmental contexts?"

  • Preparation: Discuss your understanding of federated models, design system principles, and how you might use conditional logic or modular design elements.

• "Imagine you're facilitating a workshop with stakeholders who have conflicting priorities (e.g., policy vs. legal vs. technical vs. iwi). How would you ensure a productive session and achieve alignment on design goals?"

  • Preparation: Outline your facilitation techniques, conflict resolution strategies, and methods for capturing and synthesizing diverse viewpoints. Company & Culture Questions:

• "What is your understanding of Te Tiriti o Waitangi and its implications for digital service design in New Zealand?"

  • Preparation: Research Te Tiriti principles and their application in government digital projects. Be prepared to discuss how you would incorporate these into your design process.

• "How do you stay updated on government design standards and best practices in the public sector?"

  • Preparation: Mention specific standards (NZ Government Web Standards, Digital Service Design Standard) and your methods for continuous learning.

• "This role requires shifting from a culture of risk aversion to a 'culture of yes.' What does this mean to you in a service design context, and how would you drive that change?"

  • Preparation: Focus on how service design can enable proactive solutions, build trust, and facilitate rather than obstruct. Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, clearly outline the problem, your role, the process, the solution, and the impact.

• Highlight Your Process: Show, don't just tell. Include visual artifacts that demonstrate your journey from research to final design.

• Emphasize Collaboration: Showcase how you worked with diverse teams and stakeholders.

• Be Prepared for Deep Dives: Expect questions about your specific design choices, trade-offs made, and how you handled challenges.

• Connect to the Role: Explicitly link your experience and portfolio examples to the requirements of the Senior Service Designer role and the Planning System Transformation programme.

📝 Enhancement Note: The interview process is designed to assess not only technical design skills but also strategic thinking, stakeholder management, and cultural awareness. Candidates should prepare thoroughly, focusing on demonstrating how their experience aligns with the specific challenges and goals of the Ministry and the Planning System Transformation programme.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application directly through the online application form, including your CV and a tailored cover letter.

• Craft a Compelling Cover Letter: Clearly articulate how your experience in service design, human-centred design, and working within regulated or public sector environments directly matches the requirements outlined in the job description. Highlight your experience with digital transformation and stakeholder alignment.

• Curate Your Portfolio: Select 2-3 of your most relevant projects that demonstrate your ability to design complex end-to-end services, showcase your process (research, mapping, prototyping), and highlight tangible outcomes. Ensure it aligns with the "Portfolio Essentials" and "Process Documentation" requirements.

• Prepare for a Design-Centric Interview: Be ready to discuss your portfolio in detail, articulate your design rationale, and tackle scenario-based questions related to workshop facilitation, stakeholder management, and navigating complex government systems.

• Research the Ministry and Program: Familiarize yourself with the Ministry for Cities, Environment, Regions and Transport (MCERT) and the goals of the Planning System Transformation programme. Understand the importance of Te Tiriti o Waitangi in this context.

⚠️ 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.