Service Designer

📍 Job Overview

Job Title: Service Designer

Company: Civil Aviation Authority Of NZ

Location: Wellington, NZ, 6011

Job Type: Full-time, Temporary

Category: Service Design / Business Transformation

Date Posted: 2026-08-28

Experience Level: Mid-Senior (5-10 years)

Remote Status: On-site

🚀 Role Summary

• Lead the design and redesign of critical regulatory services within a major business transformation program, focusing on enhancing aviation experiences across New Zealand.

• Drive meaningful change through user-centered design principles, translating complex regulatory requirements into practical and effective service solutions.

• Facilitate cross-functional collaboration among business stakeholders, operational experts, business analysts, and project teams to define future-focused services.

• Develop comprehensive service blueprints, service models, and other design artifacts to support the transformation's objectives and improve customer outcomes.

• Champion service design best practices and a data-driven approach to optimize efficiency, effectiveness, and compliance within the aviation sector.

📝 Enhancement Note: This role is positioned within a significant Business Transformation Programme at the Civil Aviation Authority of NZ (CAA). The emphasis on "genuine transformation — not simply improve existing processes or deliver business as usual" suggests a strategic, high-impact role focused on foundational change rather than incremental adjustments. The fixed-term nature (one year) with potential for extension highlights an opportunity to be involved at the ground floor of shaping a program with strong executive backing. The role requires a blend of strategic thinking, hands-on design execution, and strong stakeholder management.

📈 Primary Responsibilities

• Lead the end-to-end design and redesign of regulatory services, ensuring alignment with the overall transformation programme objectives.

• Facilitate impactful workshops and co-design sessions with diverse groups including business stakeholders, operational teams, customers, and sector representatives to gather insights and co-create solutions.

• Develop detailed current-state and future-state service maps, customer journey maps, and business process flows to visualize service delivery and identify improvement areas.

• Collaborate closely with Business Analysts and subject matter experts to meticulously define service requirements, identify key pain points, and pinpoint opportunities for enhancement.

• Create and present robust service design artefacts, including service blueprints, service models, user personas, and journey maps, to communicate design vision and strategy.

• Ensure all service designs are compliant with regulatory frameworks, organizational strategies, and operational excellence standards.

• Proactively identify and propose opportunities to enhance service efficiency, effectiveness, customer experience, and regulatory compliance outcomes.

• Support and contribute to the testing, validation, and iterative refinement of proposed service designs through user feedback and stakeholder reviews.

• Act as a champion for user-centred design and service design methodologies, promoting best practices and fostering a design-thinking culture across the transformation programme.

📝 Enhancement Note: The responsibilities emphasize a lead role in service design, requiring the candidate to not only create design artifacts but also to drive the process through facilitation and stakeholder engagement. The focus on "regulatory services" and "aviation sector" implies a need for understanding complex compliance landscapes and specific industry challenges. The mention of "user-centred approach" and "customer outcomes" alongside "organisational objectives" and "regulatory requirements" indicates a need to balance diverse stakeholder needs.

🎓 Skills & Qualifications

Education: While formal education requirements are not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Business, or a related field is often preferred for service design roles. Equivalent practical experience will also be considered.

Experience: Significant experience (5-10 years) in service design, transformation, regulatory environments, public sector, or customer-facing industries is required. Experience in designing and improving end-to-end services and operating models is crucial.

Required Skills:

• Proven experience in Service Design, with a strong portfolio showcasing successful end-to-end service design projects.

• Expertise in Human-Centred Design (HCD) and Service Design methodologies (e.g., design thinking, journey mapping, service blueprinting).

• Exceptional facilitation and stakeholder engagement skills, with a demonstrated ability to lead workshops and drive consensus among diverse groups.

• Proficiency in mapping customer journeys, service ecosystems, and future-state business processes.

• Strong analytical and problem-solving capabilities to translate complex business and regulatory requirements into practical, user-focused solutions.

• Ability to collaborate effectively across business, operational, and technology teams.

• A strong passion for continuous improvement and a commitment to delivering positive customer outcomes. Preferred Skills:

• Experience within the aviation industry or a highly regulated sector.

• Familiarity with Lean principles and Agile methodologies in a transformation context.

• Experience with specific design and prototyping tools (e.g., Figma, Miro, Adobe Creative Suite).

• Understanding of operating model design and implementation.

• Experience in public sector transformation initiatives.

📝 Enhancement Note: The "What You'll Bring" section strongly emphasizes practical experience and soft skills like facilitation and collaboration over specific academic qualifications. The request for a "portfolio showcasing successful end-to-end service design projects" is a critical requirement for demonstrating capability. The role demands a blend of strategic design thinking and practical execution in a complex, regulated environment.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio demonstrating end-to-end service design projects, highlighting the entire design lifecycle from research and ideation to implementation and iteration.

• Case studies that clearly articulate the problem statement, your role, the methodologies used, key design decisions, and measurable outcomes.

• Evidence of designing and improving operating models and end-to-end services, showcasing your ability to think holistically about service delivery.

• Examples of service blueprints, customer journey maps, and other service design artefacts that illustrate your ability to visualize complex systems and user experiences.

• Demonstrations of how you have translated complex business requirements and regulatory constraints into user-focused service solutions. Process Documentation:

• Ability to map current-state and future-state services, customer journeys, and business processes, providing clear documentation of existing and proposed workflows.

• Experience in developing service blueprints and service models that document the interactions between customer-facing elements and back-end operations.

• Documentation of how design decisions were informed by user research, stakeholder input, and business objectives.

• Creation of documentation that supports the testing, validation, and refinement of service designs, ensuring a clear record of design evolution.

📝 Enhancement Note: The emphasis on a portfolio is paramount for this role. Candidates should prepare to showcase projects that demonstrate a full service design lifecycle, including tangible improvements and how they navigated complex requirements. The portfolio should serve as evidence of their ability to translate strategy into actionable, user-centric service designs within a regulated context.

💵 Compensation & Benefits

Salary Range: $115,536 - $141,751 NZD per annum. Starting salaries will be based on the candidate's knowledge, skills, and experience, as well as internal relativities.

Benefits:

• Matching KiwiSaver contributions up to 4%.

• Vision assistance.

• Flu vaccinations.

• Employee Assistance Programme (EAP) for confidential support.

Working Hours: Standard full-time hours are assumed, typically 40 hours per week, with an on-site work arrangement. Flexibility may be available depending on project needs, but the core expectation is on-site presence.

📝 Enhancement Note: The salary range provided is specific to New Zealand and aligns with mid-to-senior level design and transformation roles in the public sector. The benefits listed are standard for many New Zealand organizations and offer good support for employees' well-being and financial planning. The fixed-term nature of the role should be considered in conjunction with these benefits.

🎯 Team & Company Context

🏢 Company Culture

Industry: Aviation Safety and Security Regulation. The Civil Aviation Authority of NZ (CAA) operates within a critical government sector, responsible for ensuring the safety and security of New Zealand's aviation system. This context implies a culture that prioritizes accuracy, compliance, and public trust.

Company Size: The provided LinkedIn data indicates a company size of 201-500 employees. This suggests a medium-sized organization where cross-functional collaboration is likely manageable, and individual contributions can have a visible impact.

Founded: The founding date is not explicitly provided, but the CAA is a well-established regulatory body. This implies a history of operations and a structured organizational framework.

Team Structure:

• The Service Designer will be part of the Business Transformation Programme, which is a dedicated team working on significant organizational change.

• This programme team will likely include roles such as Business Analysts, Project Managers, Programme Managers, and other transformation specialists, in addition to the Service Designer.

• Collaboration will be essential with various operational departments and business units across the CAA to understand existing services and design future states. Methodology:

• The programme emphasizes a user-centred and service design-led approach to transformation.

• Data analysis and insights will be crucial for understanding current challenges and measuring the impact of new service designs.

• Workflow planning and optimization strategies will be central to redesigning regulatory services.

• Automation and efficiency practices will likely be explored as part of the transformation to improve service delivery.

Company Website: https://www.aviation.govt.nz/

📝 Enhancement Note: The company culture is shaped by its regulatory mandate and its stated values: Professionalism, Respect, Integrity, Transparency, and Collaboration. The Business Transformation Programme is a distinct initiative within the CAA, suggesting a fast-paced, change-oriented environment within a more established organizational structure. The emphasis on "meaningful change" and "genuine transformation" indicates a culture that values impact and innovation.

📈 Career & Growth Analysis

Operations Career Level: This role is at a Mid-Senior level, requiring significant experience in service design. It is a lead role within the transformation programme, indicating a high degree of autonomy and responsibility for driving design outcomes.

Reporting Structure: The Service Designer will report into the Business Transformation Programme leadership, likely a Programme Manager or Head of Transformation. They will collaborate closely with Business Analysts and other programme team members.

Operations Impact: The Service Designer's work will directly impact how the CAA delivers its regulatory services, influencing customer experiences, operational efficiency, and compliance outcomes for the entire aviation sector in New Zealand. This role has the potential to shape foundational changes within a critical public service.

Growth Opportunities:

• Specialization: Deepen expertise in service design for regulated industries or large-scale public sector transformations.

• Leadership: Potential to lead design efforts on future transformation initiatives or mentor junior designers.

• Skill Development: Gain extensive experience in large-scale change management, stakeholder management in complex environments, and strategic service innovation.

• Networking: Build strong relationships within the aviation sector and government transformation communities.

• Permanent Role Potential: While initially fixed-term, successful contributions could lead to opportunities within the CAA or related government organizations.

📝 Enhancement Note: The fixed-term nature of the role presents a unique growth opportunity for individuals looking to make a significant impact on a specific, high-profile project. The role offers a chance to gain deep experience in public sector transformation and regulatory service design, which can be highly valuable for future career progression.

🌐 Work Environment

Office Type: The role is based on-site in Wellington, NZ. This suggests a professional office environment typical of a government agency, likely with dedicated workspaces and collaborative areas.

Office Location(s): Wellington, NZ, 6011. This is a central location within the capital city, offering accessibility.

Workspace Context:

• The work environment will be within the Business Transformation Programme team, fostering a collaborative atmosphere focused on achieving programme goals.

• Access to standard office technology, meeting rooms, and potentially design-specific tools and software will be provided.

• Opportunities for interaction with a diverse range of stakeholders across the CAA and potentially external aviation sector representatives.

Work Schedule: A standard 40-hour work week is expected for this full-time, on-site role. While the nature of transformation projects can sometimes require flexibility, the primary expectation is adherence to regular office hours.

📝 Enhancement Note: The on-site requirement is standard for many government roles, facilitating direct collaboration and team integration. The environment is described as being within a "major transformation programme," suggesting a dynamic and potentially fast-paced work setting focused on achieving project milestones.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application: Submit CV and cover letter, highlighting relevant service design experience and alignment with role requirements.

• Screening: Review of applications and portfolios to identify candidates with the most relevant experience and skills.

• Interview 1 (e.g., Hiring Manager/Programme Lead): Discussion focused on experience, approach to service design, stakeholder management, and understanding of transformation. May include scenario-based questions.

• Interview 2 (e.g., Panel Interview/Workshop): This may involve a practical exercise or a more in-depth discussion of portfolio examples. Candidates might be asked to present a case study or participate in a simulated workshop scenario to assess facilitation and design thinking skills.

• Final Interview/Reference Checks: Final discussions and verification of references.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by project or by skill. For each project, clearly outline the problem, your role, the process followed, key deliverables (e.g., journey maps, blueprints), and the impact or outcomes achieved.

• Storytelling: Frame your projects as compelling narratives. Explain the challenges you faced, your strategic approach, and how your design decisions led to positive results.

• User-Centred Focus: Emphasize how you incorporated user research and feedback into your design process.

• Regulatory Context: If possible, include examples of work in regulated environments or public sector projects to demonstrate your understanding of complex constraints.

• Measurable Impact: Quantify results whenever possible (e.g., "reduced customer wait times by X%", "improved process efficiency by Y%").

Challenge Preparation:

• Be prepared to discuss your approach to designing services in a complex, regulated environment.

• Practice articulating your design process and decision-making rationale clearly and concisely.

• Anticipate questions about how you handle conflicting stakeholder needs and how you ensure designs meet both user and organizational requirements.

• If a practical exercise is involved, think about how you would approach understanding a new problem space, identifying key users, and proposing initial design concepts within a limited timeframe.

📝 Enhancement Note: The cover letter is explicitly mentioned as a key assessment tool, so candidates should tailor it to directly address the role's requirements and showcase their service design impact. The interview process will likely assess not only technical design skills but also the ability to lead, facilitate, and collaborate within a transformation context.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Collaboration: While not explicitly listed, common tools for service designers include Miro, Mural, Figma, Sketch, Adobe XD, and the full Adobe Creative Suite for visual design and prototyping.

• Process Mapping: Tools like Visio, Lucidchart, or specific service design platforms.

• Presentation: Microsoft PowerPoint, Google Slides for presenting designs and strategies.

Analytics & Reporting:

• While not a primary function, understanding data from analytics tools (e.g., web analytics, customer feedback platforms) would be beneficial for informing design decisions and measuring impact. CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce) and automation platforms might be helpful to understand how service designs integrate with business operations, though not a core requirement for this specific role.

📝 Enhancement Note: The job description does not specify a mandated technology stack, which is common for design roles where flexibility and adaptability are key. Candidates should be prepared to discuss their proficiency with a range of industry-standard design and collaboration tools. The emphasis is on the application of design methodologies rather than specific tool mastery.

👥 Team Culture & Values

Operations Values:

• Professionalism: Upholding high standards in all interactions and deliverables, especially crucial in a regulatory body.

• Respect: Valuing diverse perspectives from stakeholders, customers, and team members.

• Integrity: Ensuring transparency and honesty in the design process and in all communications.

• Transparency: Openly sharing design processes, insights, and decisions with stakeholders.

• Collaboration: Actively working with others across different disciplines and departments to achieve shared goals.

Collaboration Style:

• Highly collaborative, with a strong emphasis on co-creation and cross-functional teamwork within the Business Transformation Programme and with broader CAA departments.

• The role requires facilitating discussions and bringing diverse groups together to align on service design strategies.

• A culture of open feedback and continuous improvement is expected, encouraging constructive dialogue around design solutions.

📝 Enhancement Note: The CAA's core values are integral to its operations and are expected to be reflected in the behaviour and approach of individuals within the organization, especially those in change-focused roles like this Service Designer. The emphasis on collaboration is key, as transformation requires buy-in and input from many different areas.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating a Regulated Environment: Designing services within strict regulatory frameworks requires careful balancing of user needs, business objectives, and compliance requirements.

• Driving Genuine Transformation: Shifting from traditional processes to a truly transformed service delivery model can face resistance and require significant change management effort.

• Stakeholder Alignment: Engaging and aligning diverse stakeholders with potentially conflicting priorities and perspectives on future service delivery.

• Fixed-Term Nature: Working on a project with a defined end date requires focus and the ability to deliver significant impact within a limited timeframe.

Learning & Development Opportunities:

• Deep Dive into Aviation Regulation: Gain specialized knowledge of the aviation sector's regulatory landscape and operational intricacies.

• Large-Scale Transformation Experience: Develop expertise in managing and designing for significant organizational change initiatives.

• Advanced Facilitation & Stakeholder Management: Hone skills in leading complex group dynamics and influencing decision-making.

• Exposure to Government Processes: Understand the unique challenges and opportunities of working within a public sector organization.

📝 Enhancement Note: The challenges presented are inherent to large-scale transformation projects within public sector, regulated environments. The growth opportunities are significant for a service designer looking to expand their expertise in these specific areas.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led the redesign of a complex service. What was your process, what challenges did you face, and what was the outcome?" (Focus on process, stakeholder management, and impact.)

• "How do you balance user needs with regulatory requirements and organizational constraints when designing a service?" (Highlight your approach to trade-offs and finding optimal solutions.)

• "Imagine you're designing a new regulatory service for aviation businesses. What are the first steps you would take to understand the problem space and identify key user groups?" (Demonstrate your initial research and discovery methods.) Company & Culture Questions:

• "What interests you about working for the Civil Aviation Authority of NZ, particularly within a transformation programme?" (Showcase your research into the CAA and your motivation for this specific role.)

• "How do you embody our values of Professionalism, Respect, Integrity, Transparency, and Collaboration in your work?" (Provide specific examples of how you've lived these values.)

• "How do you approach communicating complex design concepts to non-designers or stakeholders with different technical backgrounds?" (Focus on clarity, empathy, and tailored communication.) Portfolio Presentation Strategy:

• Select Key Projects: Choose 2-3 projects that best demonstrate your end-to-end service design capabilities, ideally including experience in regulated or public sector environments.

• Tell a Story: For each project, clearly articulate the context, problem, your role, your process (research, ideation, prototyping, testing), key decisions, and the measurable results.

• Visual Aids: Use visuals (journey maps, blueprints, wireframes) to illustrate your points effectively.

• Focus on Impact: Emphasize the 'so what?' – how did your design work benefit users and the organization? Quantify outcomes where possible.

• Be Prepared for Questions: Anticipate detailed questions about your design choices, methodologies, and how you handled challenges.

📝 Enhancement Note: Candidates should prepare to discuss their experience through the lens of the CAA's values and the specific context of aviation regulation and transformation. The portfolio presentation is a critical component, so thorough preparation is essential.

📌 Application Steps

To apply for this Service Designer position:

• Submit your application through the online application form on the Civil Aviation Authority of NZ careers portal.

• Tailor your Cover Letter: Explicitly address your experience in designing and delivering service improvements, and clearly explain how your skills align with the specific requirements of this Service Designer role within a transformation program.

• Curate your Portfolio: Ensure your portfolio is well-organized, showcases end-to-end service design projects with clear problem statements, methodologies, and measurable outcomes, and is easily accessible (e.g., via a link in your CV or cover letter).

• Prepare for Interview Scenarios: Practice articulating your design process, stakeholder management strategies, and how you approach complex problem-solving in regulated environments. Be ready to walk through your portfolio examples.

• Research the CAA: Understand the Civil Aviation Authority's mission, vision, values, and the specific goals of the Business Transformation Programme to demonstrate your alignment and enthusiasm.

⚠️ 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.