Lead Service Designer

As Everyday Rewards continues to grow, there is an exciting opportunity to join the team and help define best practice loyalty experience and deliver exceptional member experience across our program and across the Woolworths group. This person will be required to work closely with other members of the Loyalty Experience Chapter, and members across the Woolworths Group ecosystem to define and drive ideal customer experience initiatives, processes and experiences for Everyday Rewards and our partner customers.
Your opportunity for impact is huge. Everyday Rewards has millions of members nationwide and its partners count amongst the biggest brands in retail.
As a design leader for a market leader, you will be carving out the cutting edge of omnichannel CX, data and personalisation. What’s more, Everyday Rewards is central to the strategy of the entire Woolworths Group.
Best of all, you’ll be working truly end-to-end — across multiple ecosystem moments and channels (physical and digital) that touch an Everyday Rewards member’s journey.

This is a 12 month FTC with opportunity to extend

Key Responsibilities

• Explore all customer interactions between Woolworths Group, partner environments and customer touchpoints that fall within the squad missions
• Map out customer experiences, journeys and pathways (new and future) for Rewards members, across Rewards and partner brands / sites / programs
• Lead collaborative, evidence-based design of new program value propositions or evolving existing ones
• Work with UX Researchers, quantitative researchers and/or agency research partner to collect and deliver key customer insights
• Ensure alignment with key stakeholders and functions when building customer experiences including ensuring marketing, brand, tech and operations integration where required
• Ensure experiences are aligned to business objectives and drive profitability and performance of the program as well as provide great experiences
• Ensure socialisation and influencing of key stakeholders to obtain buy-in of initiatives, with an ability to influence at all levels
• Lead enablement of best practice CX capabilities in team members across Customer Advocacy

The successful candidate will have

• A broad range of experiences that makes them a leader in service design, HCD or CX (ideally in the fields of Customer Experience / User Experience / Service Design / Research)
• Strong communication skills – verbal, visual, written
• Lead-level ability in planning and facilitating workshops and activities
• Lead-level ability to consider and guide different viewpoints using a collaborative, evidence-based approach
• Comfort and deep experience with starting from states of ambiguity before taking steps towards clarity and execution
• Strong experience in working in complex, multi-stakeholder environment and comfort  interacting with both peers and senior leaders
• Ability to multitask on different projects at the same time while keeping track of project timelines
• Willing and able to be inserted into projects which have already commenced and may be later in the design journey / phases
• Willing to enable CX skills in others and coach other team members