Service Designer

About the Role

This position plays a key role in the Customer and Digital Services and working collaboratively across Council to champion Service Design in support of our purpose of Growing Townsville and to deliver the Corporate Plan in consultation with the Townsville Community.

Accountable to the Team Manager Planning and Delivery, this position will be focused on the needs and aspirations of the Townsville community; growing and managing customer relationships, developing a culture of customer-centricity and personal accountability; and reshaping how we deliver services to maximise value; the customer experience (CX).

About You

You will work across the business to design and define the superior customer experience, design and implement strategies and solutions to enhance customer experience at key service points.

Undertake research and identify actionable insights and areas for improvement of the overall customer experience. Develop and lead, design concepts in the program/BAU initiatives, from concept through to delivery while working alongside stakeholders to create a shared understanding of outcomes and deliver key initiatives, projects and service design actions. Demonstrated experience delivering Service Blueprints, Customer Journeys, Human Centred Design research and project delivery required.