Kōrero mō te Tūranga - About the Role

Are you passionate about understanding both the needs of customers, employees, and creating experiences that are human focused? Are you fascinated by systems and how to get people, tools and processes working well to deliver great customer experiences? Do you get a thrill out of solving problems for people, love to co-create with diverse minds, and are comfortable with ambiguity?

This role works across Te Uru Rākau – New Zealand Forest Service to design new services and improve those already existing to meet the needs of both our target audiences and the organisation. Your role will be making a difference to the social, economic and environmental wellbeing of New Zealand.

In this role you'll:

• Plan and lead service design work on a wide range of projects.
• Use a range of research techniques to capture, translate and communicate customer insights and needs.
• Understand, analyse, and map complex end-to-end customer journeys, staff experiences, and the relationship between different components of a service including people, props, and processes.
• Collaborate with a range of people to design new services, improve existing ones, and find the balance between customer and business goals and needs.
• Analyse existing services and collaborate cross-functionally to identify opportunities to remove pain points for our customers and staff to streamline operations.
• Work closely with Business Analysts, Project Managers, Policy Analysts, and frontline staff.

Mōu - About You

You have solid experience working in service design which includes understanding customer journeys, identifying the needs of customers and staff and figuring out how different components of a service can work together to deliver great customer and staff experiences. You have sole practitioner experience or have the ability to work independently.

Your experience will also include:

• Developing and delivering customer journey maps based on qualitative and quantitative research.
• Creating and using service blueprints to show how a service is delivered, and the interactions and dependencies between people, props, and processes.
• Planning and facilitating workshops with a wide range of stakeholders and customers, including strategy workshops, requirements gathering workshops, and co-design workshops.
• Monitoring how well existing services are running, particularly the staff and customer experience, and recommending opportunities for service improvement.
• Communicating customer insights, service designs and opportunities to a range of stakeholders.
• A solid knowledge of, or strong interest in, te ao Māori and tikanga is preferred. Alternatively, an open mindedness to learn.
• You must have a current full New Zealand driver licence (not temporary, learner, or provisional) or equivalent full foreign drivers licence, and any endorsements required for the type of driving you'll be doing.

You do not need to meet all of the role requirements to apply. We offer a breadth of development and learning opportunities and will welcome an application if you think you could make a great fit.

Mō tō mātou Rōpū - About the Team

You'll be working in our Content & Service Design team - a small and passionate group of five who are united in their desire to create customer-centric experiences that help people achieve their goals. The Content & Service Design team believe in active empathy, the power of the question ‘why?,' and the importance of continuously learning. With a supportive and enthusiastic manager who understands service design, you will have the ability to grow your own leadership capabilities.

This is the only senior service designer role in the team and you will need to work independently.

Te Uru Rākau is a small business unit with the ability to work across the organisation alongside a variety of roles. This is an emerging practise within the business unit so you can shape the future of service design within it.

Te Uru Rākau works to make the most of our native and exotic forests' contribution to Aotearoa New Zealand's social, cultural, environmental, and economic wellbeing. We work with tangata whenua, landowners, and the forestry and wood processing sector.

Mō te Manatū Ahu Matua - About MPI

We're passionate about growing prosperity in the sector while ensuring respect for Kaitiaki – guardianship of our natural resources.

Ngā hua o te mahi i te Manatū Ahu Matua - Benefits of working at MPI

• Additional MPI leave days
• Annual Wellness payment
• Career development and internal opportunities across the branch and organisation
• Kua rite koe mō tēnei mahi whaitake? - Are you ready to make a difference?We are committed to being a good partner under Te Tiriti o Waitangi which includes working closely with iwi, hapū, whanau and hāpori.

We aspire to reflect the diverse communities we serve, so we welcome applications from individuals of all backgrounds, and identities. As an organisation, we are committed to making Manatū Ahu Matua a great place to work for all.

In your cover letter we'd like to know about you, your values, your interest, and motivations for this role; the abilities, strengths, personal attributes, and diverse perspectives you will bring to the role and this organisation, which may have also been gained outside of the workforce.

To view the position description and/or apply online, please click “APPLY FOR THIS JOB” or visit the MPI Careers Site. To apply, you must hold the right to work in New Zealand or be eligible to obtain it – click here to find out more about work visa eligibility and options.

Applications close at 11.59pm 29 January 2025.

If you have any questions about the role, please email Sophie.Hallett@mpi.govt.nz

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