Service Designer

In this role you will work on projects across the entire customer lifecycle at RMIT and collaborate with colleagues in the CX Chapter, across the experience organisation, and RMIT to deliver. You will play a key role in defining how customers perceive and experience the University while driving higher customer satisfaction from staff, prospect and current students. You will be an advocate for the customer (staff and student), share knowledge and provide leadership across the broader University in customer experience techniques, solutions and platforms.

Using human centred and service design methodologies, you will unpack complex systems and interactions, alongside the needs and drivers of customers, centringthe customers needs at the heart of RMIT’s activities.

To be successful in this position, you’ll have:

• At least three years as part of a service design or Customer Experience team. With experience working across all aspects of CX projects from planning, research, data synthesis, leading workshops online and in person, insights development, prototyping and experience design, future state visioning, and customer experience program improvement implementation

• Demonstrable experience of transforming a variety of experiences through the application of design methodologies such as, Design Thinking, Customer Centred Design (CCD), Human-Centred Design (HCD)

• Effective communicator both written and verbally with experience in influencing at the highest level within large organisations.

• Familiarity with CX measurement and management frameworks, voice of customer, and closed loop feedback

• Demonstrable experience driving success for internal and external customers across complex systems multiple stakeholder groups, complex customer journeys and digital and physical touchpoints

• Experience in production of artefacts to communicate findings, ideas and outcomes including service blueprints, journey maps, detailed reports, matrices and data visualisation, personas and archetypes