Service Designer

In this Service Design role you will contribute to the overall value stream mission which is to:

Help people buy an affordable home and own it sooner, through an automated, transparent and digital experience that provides a high degree of confidence.

You’ll be responsible for:

• Developing the end-to-end service experience for all customers in collaboration with the team
• Mapping the interactions and designing the experience based on feasibility, desirability and viability constraints
• Collaborating with the Value Stream Lead and Product Owners on critical interactions and requirements to ensure we deliver a consistent experience
• Conducting customer research to inform the service experiences such as interviewing, co-creation and developing and testing prototypes.

What will your day look like?

Your day-to-day responsibilities will include:

• Facilitating the creation of service blueprints that capture customer journeys and map against supporting ANZx processes and systems
• Conducting research to understand customers’ home ownership needs, JTBD and expectations with regards to home lending services
• Use design research techniques to uncover customer needs and pain points
• Design, validate and collaborate on the support & servicing experience to help our lending customers fulfil their needs
• Validate designs with key teams i.e. technology to ensure they are feasible.
• Work collaborately with internal teams and across other value streams to shape the home lending experience and place the human at the centre of the experience.
• Own the service design deliverables within a project such as service concepts, blueprints and other service design artefacts.

What will you bring?

• Experience as a service design practitioner, including cross channel design, planning and conducting design research, facilitation, ideation, experience strategy and process design
• Delivery experience and designs have been implemented
• Demonstrated ability to partner and successfully work with multiple disciplines and complex teams and demonstrate the value of design
• Passion for creating exceptional customer experiences
• Ability to deal with ambiguity and rapid change.

What will be in your toolkit?

• Outstanding communication, presentation and negotiation skills
• Outstanding project management skills and demonstrated ability to achieve the project brief requirements, within agreed budget and timeframes
• Ability to explore customer needs in a data-driven way, develop and implement innovative solutions, test the outcomes, and iterate
• Ability to challenge yourself and the business on the value that will be delivered to customers
• Strong problem solving skills and ability to understand and simplify complex design challenges.