Lead Service Designer

The Role

Our Enterprise Agility team is looking for an experienced service designer who can make this role their own. Your responsibility as Lead will be to apply your deep experience and knowledge of service design, HCD, Lean, etc. to help accelerate the flow of strategic value through the enterprise to customers.  You’ll also proactively partner with a wide variety of stakeholders, build relationships with these groups and use your exceptional people skills to provide thought leadership, facilitate workshops and build consensus around the overall design and development.

Key Responsibilities: 

•    Map service experiences in the flow of work and articulate clearly how this needs to improve from a customer-centred, system, and business perspective
•    Utilise design thinking, HCD and Lean principles to assist in the development of service roadmaps, customer/ colleague journeys, and personas for teams involved in the system of work
•    Create and maintain designs/patterns for the flow of work in the context of scaled Agile and DevOps practices
•    Design, build, and set usability tests for the flow of work
•    Apply prototyping and iteration techniques to deliver change and adapt to feedback quickly.
•    Enable teams to activate end to end digital experiences for customers, colleagues, and partners, that are more secure, robust, and scalable than ever before, and deliver them with lightning speed
•    Contribute to your team’s performance by taking on broader accountabilities that reflect your capabilities, skills, and development goals to contribute to your squad’s success
•    Provide thought leadership in your field of expertise to your team and related teams

Skills & Experience

•    Deep experience of service design in large, complex environments
•    Experience applying Agile/Lean, HCD and design thinking to accelerate the flow of strategic value
•    Maintains people experience and solution orientation
•    Excellent people skills, including building relationships and working with diverse stakeholders
•    Excellent analytical and problem-solving skills with a continuous improvement mindset.
•    Excellent documentation skills for service design
•    Ability to work effectively in a fast-paced, outcome-focused organization and thrive in uncertainty
•    Ability to adapt to new technical skills and methodologies
•    Self-starter, motivated and passionate team player with the ability to coach and mentor

Qualifications 

•    Design skills – Service, Experience (CX/UX), Human Centred Design
•    Lean Skills
•    Relevant Tertiary Qualifications