Senior Service Designer

Company Description

Ko wai mātou | About us 

Ko tā Contact e whakapono nei, ko te taiao tonu te taonga nui katoa o te ao.

Koinei mātou e whai atu nei kia mahue atu i a mātou tētahi ao hauora ake, tēnā i te ora i kuhu ai mātou.

He pakihi whakarato hiko, ipurangi mātou, engari arā kē atu anō ā mātou taha.

Kei te whakawhanake mātou i ā mātou mahi ake, i ngā ara hoki e whai hiko ai a Aotearoa, kei te kōkiri kia tukua te hiko tukurua, ā, kei te whakaputa i tētahi wheako matihiko mō ā mātou kiritaki kāore anō kia kitea i tēnei whenua.

He tīma kotahi mano mātou nō ngā hau e whā, e ngākau nui ana ki ā mātou mahi, e aroha ana tētahi ki tētahi, e ako ngātahi ana, e whakapono tahi ana ki ā mātou tikanga ārahi: mā te manaaki kia toa, ka mana te katoa.

Contact Energy believe home is the most important place in the world. It's all part of our vision to leave Aotearoa better than we found it. We’re a power, mobile, and broadband company, but we’re so much more than that. We are transforming the ways we mahi, and how Aotearoa is powered, leading the charge on renewable energy and digitising our ways of working in ways not yet seen here. A team of 1000+ from all walks of life who love what we do, look out for each other, and learn from one another every day, we’re stoked to be guided by our tikanga: we touch lives to make life better.

At Contact Energy, our mission is to place customers at the heart of every decision, transforming their interactions with us into exceptional experiences. You will be joining a team who have been recognised for those efforts, winning the Best CX Initiative in 2022 for re-imagining our billing experience and the Best CX Transformation in 2023 for our end-to-end customer journeys. Now, we are looking to expand our team with a Senior Service Designer who will play a crucial role in our ongoing journey of innovation and excellence within our Generation and Corporate functions. 

Job Description

Kōrero mō te tūranga | About the role 

As a Senior Service Designer at Contact Energy, you'll be the go-to person for service design in your team and with business stakeholders. You'll dive into discovery activities, map out user journeys, and work alongside users to understand their needs and identify areas for improvement. Your job will be to weave service design practices into the business, run workshops, build strong relationships with stakeholders, and analyse data to turn insights into actionable plans. Plus, you'll mentor junior team members and champion service and experience design within the company. 

This role is key to supporting our Digital Generation and Corporate Productivity programs. You'll make sure our solutions are user-friendly, efficient, and meet business needs. By leading the discovery phase and turning gathered info into delivery requirements, you'll help us provide the right information at the right time for smart business decisions. 

Qualifications

Ko wai koe | About You 

We are looking for a meticulous craftsperson with strong attention to detail, able to cut through to the essence of a problem and extract simplicity from complexity. You should have a strong background in service design and customer experience, including hands-on work with tools, processes, and people.

• User Research and Analysis: Conduct interviews, surveys and observations to understand user needs, and interpret data to inform business decisions. 
• Ideation and Prototyping: Create prototypes to test and refine ideas. 
• Service Blueprinting: Visualise processes and journeys end-to-end, identifying pain points and opportunities. 
• Facilitation and Collaboration: Lead workshops and co-creation sessions, aligning different stakeholders throughout the process. 
• Agile Environment: Comfortable working within a squad and agile setups. 
• Stakeholder Management: Great at building relationships, listening, and asking the right questions. 
• Communication Skills: Craft compelling narratives and explain ideas clearly to both techies and non-techies.. 
• Problem Solving: Analyse complex problems to develop solutions while being flexible and responsive to changing requirements and feedback. 
• Business Acumen: Understand ROI, business strategy and decisions. 
• Mentoring and Coaching: Experience guiding junior team members. 
• Familiarity with Tools: Know your way around JIRA, Confluence, Miro, Adobe XD and Figma. 
• User Experience Skills: Some background in UX and visual design. 
• Data-Driven Projects: Familiar with data projects and the energy sector. 

Additional Information

You'll dive into impactful projects right from the start. Our team values open chats, healthy debates, and constructive feedback. We’re all about flexibility and making sure you have the support you need to shine in your role. 

Join us at Contact Energy and be part of a team that is transforming the way we deliver customer and employee experiences. Apply now to make a significant impact on our business and help us achieve our mission to achieve net zero emissions from our generation operations by 2035. 

Contact is not a place you’ll stagnate. We are growing and offer superb learning and development opportunities along with a bunch of other perks like free health insurance cover, better-than-your-average leave, access to Contact Shares, a ‘Good to be Home’ annual payment toward your home set up & wellbeing, a trail-blazing parental leave policy, discounts on Contact Energy products, and more.

This ad will close automatically on Sunday 16 February but we’re considering applications as they come in so hop to it if you're keen!

Please note, only candidates with the right to live and work in New Zealand will be considered for this role.

Research shows that while men apply to jobs where they meet 60% of the criteria, women and those in underrepresented groups tend to only apply if they tick every box. We're not about box ticking, so if you think you have what it takes but don't meet everything stated above, please still get in touch. We'd love to kōrero.

Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent team. In the event that unsolicited CVs are submitted by recruitment agencies, Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.