Senior Service Designer

About the role

As a newly created role, the Senior Service Designer will be a part of the Cbus’ Remediation Program team – dedicated to driving a superior end-to-end member experience, through leading the design of the service experience of Cbus’ Remediation Program activities.

The Senior Service Designer will be working closely and cross-functionally with subject matter experts across the organisation and will be defining required uplifts to the experience to drive operational excellence and improve member services.

About you

In this newly created role, we are looking for someone who comes with experience working in a Service, Customer Experience or Strategic Design.

To be successful in this role, you come with experience working within complex and highly regulated environments and have exceptional Service and Human-Centred Design skills. You are highly detail orientated, organised with experience working on tools like Miro and Figma for collaboration.

This role will work cross-functionally alongside other specialists, analysts and subject matter experts to support the implementation of remediation initiatives, understand goals, dependencies, risks, and constraints that might impact remediation activities and design service experiences that meet our objectives.

You will also closely work with stakeholders across the organisation to understand impact of potential solutions or requirements to (servicing) teams and to also to achieve an optimal member experience whilst meeting Cbus’ risk, regulatory and compliance objectives. Facilitate co-design and ideation activities with Service, Marketing, Operational and Technology teams to design and implement member-centric service experiences.

Your typical workday as a Service Designer, will be about representing the voice of our members by advocating for good design. You will facilitate workshops, undertake research and craft artefacts like journey maps or service blueprints based on data, insights, and expertise.