Service Designer

In this role you will be on the tools researching, ideating, designing, and testing experiences that our customers will love. You will apply Design Thinking within your day-to-day role and create customer journeys that are based on research, validated through testing, and incorporate the multiple trade-offs that need to be made to deliver our products and services to market. As a senior service designer, you work with stakeholders to understand their design challenges and how best to support them in the context of our business and delivery constraints.

You’ll work in a fast-paced Agile, delivery-focused environment, helping solve complex design challenges. You’ll need to thrive in ambiguity and be able to adapt to rapid change

What will you bring?

• Design research – you are experienced in exploratory and evaluative research, can translate research data into meaningful insights, and recommend actions and design solutions accordingly.
• Ability to bring to life key touchpoints and experience moments – you can bring complex design challenges and customers experiences to life with sketches, wireframes, and prototypes to support collaboration, design critique and iteration.
• Journey Mapping – you can visualise the end-to-end cross channel customer journeys and use these to facilitate conversations with stakeholders to identify potential issues and understand trade-offs and decisions that need to be made to deliver the service experience.
• Value and process mapping – breaking down processes and proving where they provide value to our business and to our customers.
• Design craft – You understand and have designed experiences for a comprehensive set of service touchpoints (e.g., UX design, physical space, assisted channels). You have some cross-over into UX for rough wireframing of mobile and web experiences.
• Facilitation – you are a skilled facilitator with experience planning and facilitating workshops and sprints. You know how to get the team to the desired outcomes, can pivot your approach as needed, and maintain engagement along the way.
• Stakeholder engagement – you are an engaging communicator, can present your work clearly, gather feedback to improve solutions and influence stakeholders along the way.
• Understanding, knowledge, and experience working with Accessibility standards (i.e., WCAG 2.1) and how this might be applied to both web and mobile platforms.