Service Designer

This position will also be working with partner areas to develop consistent and connected service experiences across all customer touchpoints. This includes mapping the customer service experience, understanding pain points for customers and working with partner areas to develop consistent and connected service experiences and customer value.

Critical to success is having a clear vision of the end to end service experience and being able to work with multiple stakeholders to bring this to life.  The role will be key to assisting the implementation and execution of key service initiatives.

The Service Experience Designer will act as a SME and change agent by challenging existing business practices and aligning all areas of the business with best practice with the goal of enhancing Qantas’ sustainable competitive advantage across all global ports.

Success will be measured via improvement to service delivery across the business, Net Promoter Scores, staff adoption rate of tools and growth of customer experience metrics relative to industry peers and world-leading service organisations.

Your responsibilities will include:

• Lead the overall design and development of consistent and connected service experiences projects across the group and customer touchpoints
• Successfully work with cross functional teams to ensure alignment to execute on the service experience strategy
• Champion for change where there is opportunities to improve the service experience
• Build and maintain strong stakeholder relationships to ensure joint ownership and accountability for program delivery
• Articulate and develop creative, conceptual and directional solutions to service challenges, initiatives and opportunities
• Coordinate key service areas in developing and implementing new service experiences
• Ensure alignment with physical and digital customer touchpoints experience
• Re-design customer service rhythms with a focus on human-centred design

You’ll have –

• Tertiary qualification
• Proven project management skills
• Strong relationship building and stakeholder management skills
• Commercial acumen
• Creative and abstract problem solving