Senior Experience Designer (Service Design)

About Meridian Energy

Meridian Energy is New Zealand's foremost renewable electricity producer, harnessing power from natural forces such as wind, water, and solar energy. Under its two brands, Meridian and Powershop, the company supplies electricity to over 400,000 households, businesses, and farms throughout New Zealand. The organization values empowering teams focused on delivering customer value, guided by the principles: 'Make people awesome', 'Set your compass on customers', and 'Progress over perfection'.

Role Overview

In a strategic push toward customer-led growth, we are seeking a Senior Experience Designer to simplify and enhance customer experiences, making them more cohesive and user-friendly across various touchpoints. You'll apply service design techniques, process and journey mapping, alongside customer insights to identify pain points and craft improved end-to-end customer journeys across digital and human-assisted channels.

Working collaboratively with multifunctional teams, you will convert complex customer and business challenges into actionable solutions. This role offers the chance to influence the customer experience across Meridian and Powershop, while also fostering service design expertise within the organization.

Key Responsibilities

• Drive the design and enhancement of comprehensive customer journeys across products, services, and interaction channels.
• Utilize service design tools such as journey and process mapping to reveal customer pain points, operational dependencies, and improvement possibilities.
• Create seamless transitions between digital platforms, contact centers, and other customer touchpoints.
• Combine customer insights, performance analytics, and operational understanding to identify and prioritize service improvements.
• Translate complex challenges into clear service concepts, future-state journey maps, prototypes, and actionable recommendations.
• Facilitate collaborative design workshops involving customers, frontline staff, product teams, technology, and other value streams.
• Implement an iterative approach including testing, learning, and refining solutions to improve customer experience and business outcomes.
• Communicate a compelling vision of the customer experience to align and motivate cross-functional teams.
• Mentor colleagues and contribute to building experience design capabilities throughout Meridian.

Candidate Profile

• Proven expertise in service design, customer experience, UX, or a related design field.
• Demonstrated skills in mapping and enhancing end-to-end customer journeys, services, and business processes.
• Experience identifying customer pain points and crafting effective multi-channel customer experiences.
• Strong facilitation and stakeholder engagement abilities, capable of uniting diverse teams toward shared goals.
• Comfortable utilizing customer research, behavioral insights, and performance metrics to guide decision-making.
• Proficiency in developing service concepts, journey and process maps, blueprints, and prototypes.
• Adopts a practical, iterative methodology for testing ideas and progressing from insights to delivered solutions.
• Excellent systems thinking, analytical problem-solving skills, and commercial awareness.
• Outstanding communication and storytelling capabilities.
• Experience mentoring peers and supporting the growth of design competencies.
• A proactive, curious, and collaborative attitude, with the confidence to question and improve existing practices.

Additional Information

Locations available: Wellington or Christchurch, New Zealand.

Meridian Energy is dedicated to an accessible and inclusive recruitment process. Applicants requiring assistance or accommodations during the recruitment stages are encouraged to get in touch.

Applications close on Friday 9th October.