Senior Service Designer

As a Senior Service Designer, you will bring deep expertise in human centred design, guiding end-to-end design projects and mentoring others in service design approaches and facilitation.

With strong communication skills and experience in building and embedding CX frameworks, influencing CX maturity, driving organisational decision making and promoting design-led approaches that lead to Customer First outcomes.

You’ll make impact by:

• Plan and facilitate the e2e strategic design process and take lead role on Service Design project direction
• Plan and run qualitative research rounds
• Operate within ambiguity, define project scope and manage scope adjustments
• Drive the development and uptake of CX toolkit consisting of key artefacts such as customer journey framework, customer needs repository, DVF canvas etc.
• Advocate for and promote design led approaches within a large complex organisation; including take a lead role in socialising and promoting CX tools with key teams and identify opportunities to leverage tools to increase customer centric approach
• Mentor and guide other design team members in design methodologies, planning and workshop facilitation
• Create and guide design led recommendations and improvements through business to point of implementation

What you’ll bring:

• 5-6+ years experience working in service/strategic design / HCD focused role including proven experience leading projects.
• Tertiary degree in design / service design OR Tertiary degree in related field with transferrable skills
• Experience working in a fast-paced service industry or organisation that is highly complex and regulated with rapid change.
• Strong communication and presentation skills
• Proven facilitation skills across large cross-functional teams
• Strong stakeholder management and proven ability to communicate design work and concepts to senior leadership
• Experience uplifting CX across a range of customer touchpoints and channels ie. Retail, contact centre, digital
• Experience building CX tools and socialising frameworks within an organisation
• Experience driving engagement and buy-in in a complex stakeholder environment with competing priorities

Ideally, you will also have:

• 1+ year demonstrated experience in a senior service/strategic design role
• Post graduate qualification in related area
• Experience working in a large transformation program
• Proven ability to work with external/agency or hybrid inhouse service design team
• Experience working closely with range of business/stakeholder teams eg. Legal, digital, change etc.
• Ability to analyse quant data and use it to support concepts or recommendations
• Experience in Telco or related industry
• Experience building CX into organisational learning or training modules
• Experience building and maintaining internal sharepoint sites/spaces