Customer Experience Specialist

Are you an experienced service or experience designer who loves getting underneath what customers really need and turning those insights into better experiences?

We’re partnering with a well-established New Zealand organisation to find an Experience Designer to join a growing customer experience practice. This is a strategic, hands-on role for someone who can work across the full customer journey — connecting research, human-centred design and business priorities to create meaningful, measurable improvements.

This isn’t a traditional UX/UI role. You’ll be looking beyond individual digital interactions to understand and shape the end-to-end customer experience across products, services, channels and face-to-face touchpoints.

What you’ll be doing
Working closely with product, operational and customer-facing teams, you’ll help ensure the customer perspective is embedded in how decisions are made and solutions are designed.

You’ll:

• Lead and support human-centred design and design thinking across customer initiatives
• Use customer research, behavioural insights and data to uncover needs, pain points and opportunities
• Map and optimise end-to-end customer journeys
• Facilitate workshops and bring diverse stakeholders together around customer needs
• Translate research and customer insight into practical recommendations and improvements
• Partner with product and operational teams to take ideas from insight through to implementation
• Identify root causes of customer friction and help teams design scalable solutions
• Test, iterate and continuously improve experiences
• Help connect customer experience initiatives to measurable customer and commercial outcomes

What we’re looking for You might currently be an Experience Designer, Service Designer, Human-Centred Designer, CX Specialist or working in a similar role.
More important than your title is the way you approach problems.

You’ll ideally bring:

• Solid experience in customer experience, service design or human-centred design
• Practical experience with customer research and discovery
• Strong journey mapping and service-design capability
• Confidence applying design thinking and human-centred design methodologies
• Experience turning qualitative and quantitative insight into practical action
• Strong facilitation skills and confidence leading workshops
• The ability to influence and build relationships across product, operational and customer-facing teams
• A pragmatic, curious and collaborative approach
• Enough experience to bring your own thinking and best practice to the table

We’re particularly interested in people who have worked within large or complex customer-focused organisations, where you’ve had to navigate multiple products, channels, stakeholders and customer needs.

Why consider this role? You’ll be joining a growing experience-design practice where there is genuine appetite to put customers at the centre of decision-making.

Rather than simply executing a predefined process, you’ll have the opportunity to bring your own expertise, challenge thinking and help shape how customer experience is delivered across the organisation.

You’ll work alongside specialists across research and experience design, with plenty of scope to influence at a strategic level while still staying close to customers and delivery.

Location & flexibility The team is based in Hamilton, and there is flexibility for the right person to be based elsewhere, including Auckland or Tauranga, provided you’re comfortable spending regular time with the team in Hamilton.
Because facilitation, collaboration and stakeholder influence are important parts of the role, this won’t suit someone looking for a fully remote position.

If you’re passionate about understanding customers, designing better services and turning insight into meaningful change, we’d love to hear from you.

Apply now or get in touch for a confidential conversation.