Senior Service Designer

About the role

The Customer Experience team at Mable are looking for a Service Designer who can harness customer and business needs to help drive the vision and implementation of a personalised and trusted customer experience across human and digital touch points.

You will be passionate about creating human-centred experiences that drive positive customer and business impact. Your initial focus will be to partner closely with our customer-facing teams, including customer service, operations and finance to build solutions for greater efficiencies and consistencies in our customer’s experience and support the teams to deliver these experiences.

Who you will be working with

The rapidly growing CX Team is a team of design-led and customer obsessed practitioners, we organise to drive and support key projects across the business; that improve and innovate around our customer’s experience. As natural people people, CX members work collaboratively; understanding, defining, testing and building solutions in partnership with operations, engineers, product managers, marketing and data team members.

What will I be doing?

The Customer Experience team at Mable are looking for a Service Designer who can harness customer and business needs to help drive the vision and implementation of a personalised and trusted customer experience across human and digital touch points.

You will be passionate about creating human-centred experiences that drive positive customer and business impact. Your initial focus will be to partner closely with our customer-facing teams, including customer service, operations and finance to build solutions for greater efficiencies and consistencies in our customer’s experience and support the teams to deliver these experiences.

What are we looking for?

As a Senior Service Designer at Mable you will use your skills to…

• Define and deliver high-quality service experience initiatives and outcomes based on customer experience insight and business strategy.

• Develop and drive the implementation of processes, materials, tools and/or systems to enable consistent and quality service delivery; across people, products and services.

• Work with data, operations, product and SMEs to analyse qualitative and quantitative data to identify opportunities and track results.

• Work in cross-functional Tribes and squads and collaborate closely with squad members to deliver high quality solutions and outcomes balancing both customer and business needs.

• Scope and facilitate user research; to deepen customer understanding and quickly iterate on solutions to better meet our customer’s needs

• Develop prototypes, specification and other documentation to communicate design ideas and intent to team(s).

• Be a champion of a lean and human-centred design approach to service development suitable for a scaling tech business.

• Effectively manage differing priorities, needs and timelines.

• Facilitate workshops with a diversity of stakeholders for input and review of service experience.

• Positively contribute to establishing design culture at a scaling tech business.

More about you…

• Minimum of 3-5 years professional work within the service design field, with prominent experience working between product and operations teams in an agile way.

• Deep technical understanding of experience and service design, including a sound understanding of the related platform and products needed to deliver solutions.

• Excellent communication skills with ability to communicate with stakeholders, empathise directly with our customers and drive consensus cross-functionally.

• Ability to own and influence solutions from scratch and/or improve existing features, all with a user-centred design process.

• Thrives in an autonomous role as a problem solver and builder.

• Comfortable in an environment where solutions are challenged equally by different functions in the business with the goal of developing the best outcome for the end user and business.

• Ideally having experience from either double sided digital platform businesses or health, wellbeing and/or aged care sectors; with a maturity in understanding the diversity of needs across our platform.

• Sydney-based and comfortable working with a remote team.