User Experience Specialist

At the Civil Aviation Authority, we don’t just keep New Zealand’s skies safe and secure, we help shape the future of aviation.

• Create accessible digital experiences for the aviation sector.
• Champion human-centred design across major transformation.
• Shape future regulatory services through user-centred design.

About the Role

We’re looking for an experienced User Experience (UX) Specialist to join our Business Transformation Programme on a fixed-term basis.

This is a unique opportunity to influence the design of future digital products and services that support both the aviation sector and CAA’s operational teams. Working across multiple transformation initiatives, you'll ensure solutions are intuitive, accessible, effective, and aligned with the needs of the people who use them.

You'll work closely with Service Designers, Business Analysts, business owners, subject matter experts, technology teams, and sector participants to embed user-centred thinking throughout the design and delivery lifecycle.

From user research and journey mapping to prototyping and usability testing, you’ll play a critical role in ensuring that transformation outcomes deliver genuine value for customers, staff, and stakeholders.

About the Business Transformation Programme

This is your opportunity to get in at the start.

We are building a team to deliver a significant transformation that will shape the future of the organisation and the aviation sector. With strong executive support and a clear mandate for change, this is an opportunity to work on genuine transformation — not simply improve existing processes or deliver business as usual.

These roles are initially offered on a one-year fixed-term basis while the business case progresses through approval. We recognise that means taking a degree of risk. But for the right person, it is also a chance to get involved at the point where the programme is being shaped, make a meaningful contribution and work on a transformation that is genuinely important.

If you are motivated by complex change and want to help build something significant, this is the time to get involved.

Key Responsibilities

• Lead UX design activities across programme initiatives and digital products.
• Conduct user research, interviews, usability testing, and user validation activities with internal and external users.
• Develop user journeys, personas, wireframes, prototypes, and design recommendations.
• Ensure solutions meet user needs while optimising usability, accessibility, value, and operational effectiveness.
• Collaborate with Service Designers, Business Analysts, business owners, and delivery teams to translate user insights into practical solutions.
• Advocate for customer-centred and employee-centred design approaches across the programme.
• Identify and address user experience risks throughout the design and delivery lifecycle.
• Establish UX standards, principles, and best practices.
• Measure and evaluate user experience outcomes and continuously improve designs based on feedback and insights.

The salary band for this role is $115,536 - $141,751. Starting salaries are based on knowledge, skills and experience the successful candidate brings to the role, as well as internal relativities.

For more information on the role please view the position description.

What You'll Bring

If you're passionate about creating exceptional user experiences and enjoy working at the intersection of people, process, and technology, this is an exciting opportunity to shape services that have a meaningful impact.

To succeed in this role you'll demonstrate:

• Significant experience in User Experience (UX) design within complex digital, public sector, transformation, or customer-focused environments.
• Strong experience conducting user research, interviews, usability testing, and user validation activities.
• Proven ability to develop user journeys, personas, wireframes, prototypes, and other UX artefacts.
• A deep understanding of human-centred design principles and user-centred design methodologies.
• Experience translating user insights and business requirements into intuitive and effective design solutions.
• Strong stakeholder engagement and collaboration skills, with the ability to work across business and technology teams.
• Excellent analytical and problem-solving abilities.
• Knowledge of accessibility best practices and inclusive design principles.
• A commitment to continuous improvement, user advocacy, and delivering high-quality customer experiences.

About Us

The Civil Aviation Authority (CAA) is New Zealand’s aviation safety and security regulator. We play a critical role in protecting the travelling public, supporting the aviation sector, and strengthening New Zealand’s international reputation.

Our vision is simple and powerful: A safe and secure aviation system – so people are safe, and feel safe when they fly.

Our values - Professionalism, Respect, Integrity, Transparency, and Collaboration - guide everything we do. We’re committed to fostering a diverse, inclusive, and supportive environment where everyone feels respected, safe, and valued. Our people are central to our success.

Why Join Us?

• Matching KiwiSaver contributions up to 4%
• Vision assistance
• Flu vaccinations
• Employee Assistance Programme

Ready to Apply?

If you're passionate about user-centred design, customer experience, and helping shape the future of aviation services in New Zealand, we'd love to hear from you.

Apply directly by completing the online application form and submitting your CV and cover letter. Your cover letter will be a key part of our assessment process, so please highlight your experience leading UX activities, conducting user research, and delivering customer-focused design outcomes, and explain how your skills align with the requirements of this role.

We want to ensure accessibility needs are well supported, so the recruitment process is fair and equitable for all. Please let us know if there is any support we can provide to ensure the recruitment process is fully accessible to you.

If you have any questions about the role or application process, contact the Recruitment team at recruitment@caa.govt.nz.

Applications close: 7 September

Please be aware that we may start shortlisting as applications come in. We encourage early applications, as the advertisement may close sooner than stated.