Senior Customer Strategy Consultant

The team you’ll join:

We’re a diverse team of strategists, designers, and innovators, working at the intersection of business, technology, and human experience. Our mission is to help New Zealand’s leading organisations deliver positive impact through design-led transformation, customer-centric strategy, and service innovation.

The impact you’ll make:

As a Senior Customer Strategy and Design Consultant, you’ll help shape the future of customer experience for some of New Zealand’s largest and most diverse organisations. You’ll bring deep expertise in customer strategy, service design and/or customer experience, and flex across the design process to meet the changing needs of our clients - whether they’re just starting their CX journey or leading the way in human-centred business design.

You’ll take on a leadership role in the Customer portfolio, not only delivering high-quality design work but also providing strategic foundations for large transformation projects, mentoring junior designers, and contributing to the growth of our design practice.

Day-to-day responsibilities include:

• Leading the design and delivery of customer experience and service strategies across diverse sectors.
• Applying design thinking, service design, and customer strategy frameworks to solve complex business challenges.
• Facilitating workshops, co-design sessions, and stakeholder engagement activities.
• Conducting and synthesising customer, partner, and staff research; developing behavioural profiles, journey maps, blueprints, and strategic roadmaps.
• Prototyping, testing, and validating new service concepts and experiences.
• Supporting clients in business design, service delivery model development, and transformation initiatives.
• Championing inclusive design and equity, ensuring solutions reflect the needs of all New Zealanders.
• Role modelling collaboration and adaptability in multidisciplinary teams.