Digital Experience & Design Lead
Hybrid · Auckland, Auckland, New Zealand
Job Summary
Digital Experience & Design Lead role at Vector overseeing end-to-end experience and service design across complex initiatives. Leads and coaches a small team, bridges business, technology, and Customer Experience, and collaborates with Customer Experience, Digital, and Delivery teams to embed design into decision-making. Responsibilities span strategy and hands-on delivery from discovery through validation and execution, elevating service design and customer journey thinking within digital and delivery contexts, and aligning customer insights with digital delivery. Requires deep capability in customer journey mapping, research, and insight-driven design, plus strong stakeholder influence and human-centered problem-solving. Located in Auckland, NZ with a hybrid work arrangement.
Required Qualifications
- service design
- UX / experience design
- Digital product or transformation environments
- Strong experience leading end-to-end experience or service design in complex environments
- Deep capability in customer journey mapping, research, and insight-driven design
- A passion for understanding customers and solving problems in creative, human-centred ways
- The ability to operate in ambiguity, turning unclear problems into clear direction
- Confidence influencing senior stakeholders and shaping decisions
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