Service Designer

As a Service Designer you will support the design and delivery of end-to-end member and customer experiences across diverse business units and projects. Ensures service journeys align with business objectives and member / customer expectations by applying evidence-based human-centred design practices to identify gaps and opportunities across products, services, and touchpoints to support design of service experience strategy, and drive continuous improvement.

This is a 1 year maximum term role.

What will you be doing?

• Leading end-to-end service design initiatives that deliver member-centric experiences aligned with business objectives across all channels.
• Developing service design artefacts such as blueprints, journey maps and experience architectures that connect customer needs with business objectives.
• Collaborating with product, technology and operations teams to translate service experiences into actionable, feasible solutions.
• Conducting qualitative and quantitative research to uncover member behaviours, needs and pain points across end-to-end journeys.
• Conducting detailed service experience mapping and research and validation with internal and external stakeholders.
• Synthesising research and data into actionable insights, developing personas, journey hypotheses and service improvement opportunities.
• Facilitating co-creation workshops and design sessions that align cross-functional teams on shared goals and outcomes.
• Influencing stakeholders by communicating clearly complex experience insights through engaging narratives and evidence-based design strategy.

What are we looking for in you?

• Proven experience in Service Design methodologies including Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile.
• Demonstrated experience in mapping, designing and optimising complex omni-channel services is mandatory.
• Strong background in customer experience including qualitative and quantitative research, customer behaviour analysis and marketing insights with proven experience leading research and design activities with cross-functional stakeholders.
• Ability to synthesise research findings into clear, actionable insights, recommendations and opportunities that inform service design decisions is mandatory.
• Comfortable working in fast-paced, collaborative environments, with the ability to lead projects independently or contribute effectively as a team member.
• Experience recruiting and interviewing research participants, both internally and externally, is highly desirable.
• Exposure to transformational projects and organisational change initiatives is advantageous.