Service Designer Lead

Your skills and experience

In this role you will uncover salient and latent needs that drive desirable and differentiated value across the entire customer journey.

• Lead all service design activities and responsible for deliverables throughout the project – planning, shaping, driving, designing and collaborating with clients, stakeholders and the wider project team.
• Uncover user needs through a range of research techniques, develop relevant and actionable insights, generate concepts, and craft how people will interact with the products and services we design.
• Collaborate with our user research and business design teams to understand user and business needs, identify design opportunities, and create meaningful service experiences.
• Process and analyse a variety of structured and unstructured information to map complex journeys and processes – giving context to customer needs, touchpoints and pain points.
• Lead the development of service concepts, blueprints and other service design artefacts.
• Scope, plan and conduct concept testing sessions – uncovering insights that shape and guide design decisions.
• Effectively communicate and guide design concept presentations – explaining, discussing and justifying design decisions.
• Work with business and technical stakeholders to scope enablers; using mixed methods and approaches; to bring integrated value to our clients.
• Establish, manage, and build client relationships.
• Actively participate in new business development efforts by providing expert information in pitch efforts and client meetings.
• Assess performance and provide career guidance for those in your project and line management team.
• Lead and give feedback in interviews for prospective candidates.
• Be an ambassador and champion for design at CBA, building culture, attending and planning studio and community events, workshops, and conferences.