Senior Service Designer

You’ll be responsible for:
•    Reporting to Head of Strategy, Design and Research, responsible for being the pivotal in shaping the future of our service offerings.
•    Covering the entire service design lifecycle, from research and conception to execution and continuous improvement. With a commercial focus and a solid understanding of behavioural economics, you will develop compelling service propositions that not only meet but exceed our customers’ expectations.
•    Conducting comprehensive research to understand customer needs, market trends, and the competitive landscape.
•    Employing your expertise in behavioural economics to lead and inspire innovative service design solutions that drive customer engagement and loyalty.
•    Lead end-to-end journey mapping, covering all touchpoints including communications, processes, systems, and data, to ensure a seamless and delightful customer experience.
•    Facilitating workshops and collaborative sessions with stakeholders across the organization to ideate, prototype, and iterate on service concepts.
•    Apply agile methodologies to manage projects, ensuring swift adaptation to feedback and changing requirements.
•    Working closely with the execution teams to bring your designs to life, monitoring implementation and leveraging data to refine and optimize services continuously.
•    Champion a customer-centric approach within the organization, advocating for design thinking and innovation in all aspects of our business.

About you:
•    Advanced qualifications in Behavioural Economics, Design, Engineering, Innovation, or a related field.
•    Advanced capability in design tools such as Adobe Creative Suite, Sketch or Figma.
•    Proven experience as a Service Designer or in a similar role, with a portfolio that showcases your contributions to successful service innovations.
•    Strong background in research, design, facilitation, innovation, and execution, particularly within the context of service design.
•    Demonstrated experience in end-to-end journey mapping, encompassing communications, processes, systems, and data. Experience and/or qualifications in technical business analysis highly regarded.
•    Advanced analytical and numeracy capability
•    Commercial acumen, with the ability to align design solutions with business objectives.
•    Proficiency in agile methodologies, with hands-on experience managing projects in an agile environment.
•    Exceptional communication and collaboration skills, with the ability to engage and influence stakeholders at all levels.
•    Strong leadership and project management skills, with the ability to oversee multiple initiatives simultaneously – Lean Six Sigma certification will be highly regarded.
What’s on offer:
•    Be part of a team that’s open-minded, supportive, and genuinely focused on customer outcomes.
•    A sense of belonging in the workplace, where you are welcomed and encouraged to bring your most authentic self to work.
•    An employer that is committed to supporting your work/life balance and is always open to conversations about flexible & remote working.
•    Access to over 10,000 on-demand learning resources and programs, to support you in taking control of your career development.
•    insurance products. Deals and discounts across a great range of retail, tech, and travel brands, and offers for health and well-being.
•    Initiatives to support your financial wellness through selected discounted Allianz insurance products, superannuation matching, salary sacrificing, novated leasing and our referral bonus scheme.
•    The opportunity to take part in our Employee Share Purchase Program- own a piece of your employer.