Service Designer

At Immigration New Zealand, we provide a wide range of services to migrants and to Aotearoa New Zealand, including visa application, refugee, and border entry decision‑making services. We work with international organisations and industry partners to improve border security and make immigration to New Zealand easier while protecting both migrants and New Zealand. We lead government strategy designed to help migrants settle in New Zealand.

You will be working within the Service Design and Implementation branch. Our branch’s purpose is to contribute to the immigration system by designing and delivering change that meets the needs of our customers and our people.

The Service Designer role is a specialist position working as part of a team which is accountable for providing improvement and service design capability that makes products and services easy for customers and staff to use and to deliver. You will bring expertise that will support the business to understand how people behave and use this to inform design options and decisions that build a consistent and high‑performing Immigration system.

As a Service Designer you will apply your expertise in user‑centred design, from initial concept through to design, test, technical integration and implementation of new and enhanced capability to systems that support the Our Future Service programme of work. The role will work within a multidisciplinary team in a matrix model.

Ngā pukenga me ngā wheako e hiahiatia ana - Skills and Experience Required

• Demonstrable knowledge, experience and passion for user‑centred design practices.
• Experience in research into customer behaviour including undertaking customer interviews, exploring solution ideas with customers and other service users, and developing and presenting low fidelity prototypes of design concepts.
• Confidence in presenting design artefacts and communicating both verbally and digitally to key stakeholders.
• The ability to communicate complex information in a clear and precise manner.
• Excellent analytical skills, able to make recommendations based on both quantitative and qualitative data.
• Proven experience with various technology platforms.

Applicants must be New Zealand citizens or New Zealand permanent residents to apply for Immigration New Zealand roles.

MBIE's goal is to create a resilient and high‑performing economy that delivers real and ongoing quality of life for all New Zealanders.

We do this by working with others to create an environment that supports businesses to be more productive and internationally competitive, enables all New Zealanders to participate in the economy through improved job opportunities and by working to ensure quality housing is more affordable.

People are at the heart of our mahi, our way of working is guided by our values which shape our behaviours.

• Māia– Bold and brave
• Pae Kahurangi – Build our Future

Our aspirations are echoed in our Māori identity – Hīkina Whakatutuki – which broadly means ‘lifting to make successful'.

MBIE recognises the partnership founded under TeTiritio Waitangi between Māori and the Crown and is committed to giving effect to TeTiritio Waitangi. We will do this through enduring, meaningful and effective partnerships with iwi, Māori, other Māori groups / organisations and the Crown, as this is critical to enable economic and social development, both for Māori and for wider Aotearoa New Zealand. We are committed to continuing to partner with iwi in order to find new sustainable solutions to address long standing systemic and cross‑cutting issues facing Māori and wider Aotearoa New Zealand and we are also committed to identifying opportunities for iwi to lead and creating an enabling environment for iwi to leverage these opportunities.

When you are ready to apply please send a CV and cover letter telling us why you're the perfect fit for this role.

All applications must be submitted via our online process.

Applications close 23 November 2025 : NOTE There will be an outage of our careers site SATURDAY 15 NOVEMBER 2025 BETWEEN 4AM-11AM NZDT

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