Digital Experience & Service Designer

Job Description

For more than 65 years, Kordia has proudly kept New Zealanders and their businesses safe, connected and ready for the future. Operating across New Zealand, Australia and the Pacific, we deliver mission-critical solutions spanning broadcasting, telecommunications infrastructure, maritime communications, cloud and cyber security. With a talented team of more than 450 experts, we’re trusted by many of New Zealand’s largest organisations to protect what matters most.

Ko tā mātou mahi – About the role
This is an opportunity to shape how our people and customers experience Kordia’s digital platforms, making them simpler, clearer and easier to use.

Based in Auckland and sitting within our Business Optimisation team in Digital & Technology, you’ll anchor the front-end user experience across key platforms including ServiceNow, SharePoint and Microsoft Dynamics 365 CRM. Working in partnership with platform owners, you’ll improve navigation, self-service, forms, portals and knowledge experiences, so information and services are easier to find and use.

This is a hands-on role. You’ll design and prototype improvements, undertake straightforward configuration yourself, and partner with architects, developers and vendors on more complex solutions. You’ll stay involved through testing and adoption, so good design becomes real improvement.

We’re investing in better ways of working and smarter use of technology across Kordia, and this role will play a key part in that journey. You'll be part of the team helping to drive the next generation of processes, intelligent workflows, automation and AI-enabled ways of working, helping us reimagine how work gets done across the business. You’ll help bring this to life by applying service design and process thinking, understanding user needs, mapping journeys and reimagining the processes behind our platforms, so new ways of working are reflected in experiences people find intuitive and want to use.

Ko tō mahi – What you will do

• Anchor and improve the front-end experience of Kordia’s digital platforms, with a key focus on ServiceNow, SharePoint and Microsoft Dynamics 365 CRM, in partnership with platform owners.
• Enhance navigation, information architecture, search, self-service and knowledge experiences so services and information are easier to find and use.
• Design forms, screens, views, workflows, portals and catalogues that reduce friction, unnecessary data entry, duplication and system switching.
• Establish practical user experience principles and patterns that bring greater consistency across our platforms.
• Create wireframes, prototypes and proofs of concept to test ideas and support decision-making before progressing into delivery.
• Undertake straightforward platform configuration within agreed technical, security and governance guardrails, and know when to bring in a platform specialist.
• Translate user and business needs into clear requirements, user stories and acceptance criteria for platform specialists, developers and vendors.
• Understand user needs through interviews, workshops, observation, feedback and data, and map user journeys and service blueprints to inform design.
• Partner with process owners and subject matter experts to review and reimagine processes, removing unnecessary complexity, manual effort and supporting automation or digital enablement.
• Help ensure reimagined processes are translated into connected, consistent experiences across our platforms.
• Support usability testing, UAT, training and adoption, then gather feedback and maintain a prioritised backlog of improvement opportunities.

Nā tōu rourou – What you will bring
We’re looking for someone who is curious, practical and comfortable working across both people and technology. You’ll ideally bring:

• Experience in digital experience, UX or digital platform design, within enterprise platforms.
• Experience creating wireframes, prototypes and other design artefacts for forms, portals or other digital interfaces.
• Confidence working hands-on with digital platforms and learning how they can be configured and improved.
• A good understanding of navigation, information architecture, usability and accessibility.
• The ability to turn user and business needs into clear requirements, user stories and acceptance criteria.
• Experience uncovering user needs through interviews, workshops and feedback, and mapping journeys and processes.
• Strong facilitation, stakeholder management, communication and problem-solving skills.
• A pragmatic approach that balances user needs, business outcomes, technical constraints and long-term supportability.
• Enthusiasm for change and for helping people adopt better ways of working.

Hands-on experience with ServiceNow, SharePoint Online or Microsoft Dynamics 365 CRM would be a real advantage, along with a background in service design or business analysis, exposure to process mapping, workflow or prototyping tools, Power BI, and operationally complex environments such as telecommunications, utilities or managed services.

A relevant qualification is welcome, but we value practical experience just as highly.

Nōu te rourou – Why join us? This is a great opportunity to have a genuine impact on how our people and customers experience Kordia’s digital platforms, at a time when we’re modernising those platforms and reimagining how we work.

You’ll help reimagine how work gets done across Kordia, and see the difference your designs make to colleagues across the business and to our customers. You’ll work across a wide range of teams and business challenges and influence how our platforms evolve. Rather than handing designs over and stepping away, you’ll stay close to the work from discovery through to delivery, turning good ideas into practical improvements our people and customers will benefit from.

Alongside this, Kordia offers matched employer superannuation contributions of up to 5%, learning and development support, internal career pathways, flexible working, enhanced parental leave, wellbeing initiatives and insurance benefits.

If you’re excited by the future of work, enjoy solving problems and are passionate about helping people work smarter through great digital experiences, we’d love to hear from you. To be considered, you’ll need the legal right to live and work in New Zealand.