Experience Designer User Research

Kōrero mō te tūranga About the role

Were on a journey to create world-class digital experiences that put people first. As part of a newly formed Chapter (Experience & Business Adoption) youll be at the heart of designing products services and processes that make a real difference for our organisation and customers. Your research will be the spark that helps us move from operating in the dark to making decisions with confidence and clarity. Youll be the one who brings together data people and ideas - helping us see not just where we are but where we could go next.

What youll be doing

Your days will be filled with curiosity and connection. Youll dive into research using established methods to uncover deep insights into user behaviours needs and pain points across digital and non-digital touchpoints. Youll plan and facilitate workshops interviews and contextual inquiries with everyone from business SMEs to engineers and Contact Centre teams. Synthesising and analysing data youll help shape experience recommendations and create design artefacts like journey maps personas and service blueprints.

Youll work closely with Product Owners Business Analysts Designers and Business Adoption Specialists sharing user insights and helping guide product direction. Youll design and iterate on concepts process flows mock-ups and wireframes always keeping the users needs and business goals in mind. And youll document user needs as requirements and user stories to support delivery teams ensuring every experience aligns with Contacts brand story and voice.

What makes this opportunity exciting

This isnt just another research role. Youll be pivotal in enabling innovation - helping us move from project-by-project thinking to a proactive insight-driven approach. Youll look beyond Contact exploring broader market trends and how we stack up against competitors and industry-adjacent organisations. Youll be part of a team thats just been through a big change now fully Agile and ready for cross-functional collaboration. Here youll have true opportunity to shine.

Who youll be working with

Youll report to our Chapter Lead Experience & Business Adoption an awesome wahine whose leadership style is all about support advocacy and helping you do your best work. Shes big on resilience and creating a sustainable environment for the team even through tough times. The Chapter is newly formed with a strong focus on knowledge-sharing collaboration and nurturing human experiences. If youre open-minded keen to try new things and love sharing and learning youll fit right in.

Qualifications :

Ko wai koe About you

What youll bring

Must-haves:

• Research experience - comfortable with both qualitative and quantitative methods
• Ability to communicate research in a compelling storytelling way
• Curiosity empathy and strong attention to detail
• Ability to work independently and collaboratively
• Relationship-building and clear communication skills
• Experience working in cross-functional teams even if not in a fully Agile set up
• Familiarity with workplace collaboration tools (e.g Miro Jira Confluence MS Teams)
• Familiarity with design tools (e.g Figma Miro Adobe Design Suite)
• Exposure to journey mapping service blueprints and documenting user flows

Nice-to-haves:

• Coaching teaching or mentoring experience
• Experience developing UI using component-based design systems
• Familiarity with UX/CX frameworks and design thinking principles

Character traits:

• Open-minded collaborative and keen to share and learn
• Bring fresh ideas and know how to adapt good thinking to our contex
• Willing to experiment help others grow and contribute to a culture of continuous improvement
• You show up with integrity empathy and a sense of humour

Qualifications: No specific qualifications required - your experience attitude and research & insights expertise matter most.

Additional Information :

We support our people to work how where and when works the best. We have offices in Auckland Wellington and Tauranga but this role can be fully remote and were open to applications from all over Aotearoa.

Contact is not a place youll stagnate. We are growing and offer superb learning and development opportunities along with a bunch of other perks like free health insurance cover 4% KiwiSaver access to Contact Shares a Good to be Home annual payment toward your home set up & wellbeing a trail-blazing parental leave policy discounts on Contact Energy products and more.

If youre ready to lead research and insights that will shape the future of innovation at Contact apply now. This ad will close automatically on Friday 31 October but were considering applications as they come in so hop to it if youre keen.

Here at Contact Energy (Te Mata Hiko) we know our strength lies in developing a sense of belonging - one that helps us attract and retain people with a broad range of perspectives and experiences.

Were committed to creating a workplace where everyone feels valued respected and empowered to bring their whole selves to work. Our goal is to reflect the diversity of our customers and communities to help build a better Aotearoa New Zealand.

We have a rich community of talented people that we support to thrive at Contact.

Our inclusive hiring process is designed to embrace the diversity of Aotearoa New Zealand ensuring a wide range of perspectives are included in our decision-making and helping reduce bias along the way.

The wellbeing of our kaimahi is super important to us.

We use employee insights to offer a range of initiatives and resources to support physical mental financial and emotional wellbeing including flexible working arrangements employee network groups and a market-leading parental leave policy.

At Te Mata Hiko we want everyone to thrive. We welcome applicants far and wide - of every age stage background and pride. Join us and be part of a team that values your passion and attitude just as much as your experience and skills.

Please note only candidates with the right to live and work in New Zealand will be considered for this role.

Research shows that while men apply to jobs where they meet 60% of the criteria women and those in underrepresented groups tend to only apply if they tick every box. Were not about box ticking so if you think you have what it takes but dont meet everything stated above please still get in touch. Wed love to kōrero.

Te Mata Hiko (Contact Energy) does not accept any CVs received from recruitment agencies where a formal engagement has not been confirmed and agreed to with our Talent the event that unsolicited CVs are submitted by recruitment agencies Te Mata Hiko (Contact Energy) reserves the right to contact these candidates directly and consider them for current/future vacancies without any financial obligation to the recruitment agency in question. This will also apply to any CVs sent directly to line managers.

Remote Work :

Yes

Employment Type :

Full-time