Service Design Lead

• Are you passionate about transforming customer experiences and driving business improvement?
• Make a real impact on the services Auckland Council Group provides Tamaki Makaurau.
• Full-time 12-months Fixed-Term opportunity, hybrid working environment

He angitūtanga: The opportunity

We are recruiting for a Service Design Lead for a 12-month secondment or fixed-term role to drive service design initiatives aligned with Auckland Council’s customer-centric values and strategic goals. This is a unique chance to lead complex service design projects that enhance customer experiences, drive operational efficiency, and contribute to Auckland’s aspirations as a world-class city.

In this role, you will:

• Lead and deliver impactful service design projects, ensuring alignment with customer and organisational needs.
• Apply co-design methodologies and human-centered design (HCD) principles to create innovative, user-focused solutions.
• Mentor and upskill team members, embedding best practices in design thinking and customer experience across the organisation.

For the full Position Description, click this link

He kōrero mōu: About you

We’re looking for a seasoned professional with a degree in design and over 10 years of experience in collaborative service design, including at least 5 years in senior roles. You should have a solid track record of successfully implementing design projects in complex organizations and experience with corporate transformation and change initiatives.

You should ideally have strong skills in human-centered design (HCD), ecosystem mapping, personas, journey mapping, and prototyping. You’ll also need experience bringing design practices into New Zealand businesses and leading design projects with teams that might not be familiar with HCD. If you’ve used design thinking to boost business performance, we want to hear from you!

Ngā āhuatanga kei a mātou: What we offer

At Auckland Council, you will join a dynamic, supportive environment where your mahi (work) will directly impact the lives of over 1.7 million Aucklanders. We offer continuous learning and prospects for career development including study options, helping you advance in a rewarding customer service career! Work-from-home options may also be available after six months, depending on business needs and your performance.

We are proud to be recognised for our commitment to diversity, equity and inclusion. We are accredited by GenderTick, a signatory of the Pride Pledge. These commitments reflect our ongoing efforts to create a workplace where all staff feel valued, respected, and empowered to thrive.

Together, we can create a Tāmaki Makaurau we can all be proud of.

As part of our organisation, please view a range of our: benefits

Tono Mai: Apply Now!

Application close date: Sunday 21 December 2025 at 11.59PM. 

Please note shortlist for this role will start 12 January 2026. If you have questions about this role, email me directly at kennedy.sua@aucklandcouncil.govt.nz

Auckland Council is an equal opportunity employer (EOE) and we are committed to providing a working environment that embraces and values diversity and inclusion. If you have any support or access requirements, we encourage you to advise us at the time of application to assist you through the recruitment process.