Senior Experience Designer (Service Design)

Company Description

Mai te hiku ki te taurapa, whitikina e te rā      
From the tail of the fish to the tail of the waka, shines the sun      

This whakataukī speaks to our journey across Aotearoa, one waka, one purpose, powered by the natural forces that sustain us. Meridian is Aotearoa’s largest renewable electricity producer, generating energy from the winds of Tāwhirimātea, the waters of Tangaroa, and the warmth of Tama-nui-te-rā. 

Together, our two brands, Meridian and Powershop retail electricity to more than 400,000 homes, businesses and farms across New Zealand. Now that’s a pretty impressive combo!      

We’re committed to making energy cleaner and cheaper for Aotearoa New Zealand. Our retail structure uses empowered teams focused on delivering value to customers. The way we work is as important as the work itself, guided by our values and key behaviours: ‘Make people awesome’, ‘Set your compass on customers’, and ‘Progress over perfection’.  

Mō te tūranga | About the role

We’re ramping up our focus on customer-led growth and looking for a Senior Experience Designer to help us make our customer experiences simpler, more connected and easier to navigate.

You’ll use service design, process mapping and customer insight to understand how our experiences work end to end, identify pain points and design better journeys across digital and human-assisted channels.

Working within cross-functional teams, you’ll help turn complex customer and business challenges into practical improvements. You’ll bring people together around a shared view of the customer experience, improve handoffs across channels and help teams focus on the opportunities that will make the greatest difference.

This is an opportunity to shape experiences across Meridian and Powershop while helping lift service design capability across the business.

Āu mahi | What you’ll be doing

• Lead the design and improvement of end-to-end customer journeys across products, services and channels.
• Use service design, journey mapping and process mapping to make customer pain points, operational dependencies and improvement opportunities visible.
• Design better handoffs between digital, contact centre and other customer touchpoints.
• Bring together customer insight, performance data and operational knowledge to identify and prioritise improvements.
• Translate complex challenges into clear service concepts, future-state journeys, prototypes and practical recommendations.
• Facilitate collaborative design with customers, frontline teams, Product, Technology and other Value Streams.
• Test, learn and iterate to ensure solutions deliver better customer and commercial outcomes.
• Communicate a compelling experience vision that helps teams align around the customer.
• Mentor others and help grow experience design capability across Meridian.

Ngā pukenga kei a koe mō tēnei tūranga | What you’ll bring

You’ll be an experienced service, customer or experience designer who is comfortable working across complex systems and turning ambiguity into clear, actionable direction. You'll bring;

• Strong experience in service design, customer experience, UX or a related design discipline.
• Proven ability to map and improve end-to-end customer journeys, services and business processes.
• Experience identifying customer pain points and designing effective multi-channel experiences.
• Strong facilitation and stakeholder engagement skills, with the ability to bring diverse teams together.
• Confidence using customer research, behavioural insight and performance data to inform decisions.
• Experience developing service concepts, journey maps, process maps, blueprints and prototypes.
• A practical, iterative approach to testing ideas and moving from insight to delivery.
• Strong systems thinking, problem-solving and commercial acumen.
• Excellent communication and storytelling skills.
• Experience mentoring others and lifting design capability.
• A proactive, curious and collaborative mindset, with the confidence to challenge the status quo.

Tono mai ināianei tonu | Apply now

All in all, we’re a genuinely great place to work, with meaningful work, supportive teams, and a clear purpose. If this role sounds like a fit and you’re keen to make a real impact on New Zealand’s energy future, apply today and tell us what you’ll bring to the role.

If you’ve got any questions, please email [email protected]. We’re committed to becoming more accessible and providing support if needed. Please get in touch if there are parts of our process you would like assistance with (process found here: meridianenergy.co.nz/careers).

View the full Senior Experience Designer JD.

Location –  Wellington or Christchurch

Advertising closes Friday 9th October.

Job Description

To be updated