Senior Service Designer

An innovative client of ours is looking for a Senior Service Designer to join their forward-thinking, collaborative team in this exciting new 12 month contract role!

This is a senior position that will see you leading and designing the research program across the business. You will use your extensive knowledge of user experience and human centered design tools and techniques to uncover the insights which will support the development of world class digital solutions employees and customers that are intuitive, easy to use, solve their most important known problems, and even some problems they never knew they had.
You are excited to wake up in the morning knowing that you are working as a part of a multi-disciplinary team, which is tackling complex people and business challenges. You will be enthusiastic, organized, energetic and driven to unlock key insights across a hugely diverse set of employees and customers.
This role can be performed remotely from anywhere in Australia!

As a Senior Service Designer, you will…

• Designing research across internal and external user groups based on the business need, the level of unknowns, the time available and the type of stakeholders required to participate
• Creating service blueprints that represent the current processes relied upon by employees and customers and which enable the Navigate team to innovate, re-design and re-imagine these services and processes
• Forming real & genuine relationships with employees and customers, connecting from the ground up, at branch or in the field
• Communicating the insights from the research you are conducting in engaging and inspiring ways (i.e. highlight reels, infographics, reports, scenarios and user journeys) to ensure stakeholders consume and are then able to take action on these insights
• ● Collaborating across squads to translate your service blueprints and research insights into opportunity and design recommendations to support the product development process
• Leveraging deep knowledge of Design Thinking, Lean Start-up, Lean UX, and Design Sprint methodologies to support the Navigate team to collaborate and innovate
• Using your experience and knowledge to recommend research approaches and best practices to other team members, helping them grow their skills and research toolkit as well as educating the broader business on the benefits of UX research
• Working flexibly and efficiently, exercising a balance between rigor and speed; we are looking for people who can maintain no bias throughout, but who also experiment in their approach and methodology
• Using technology and digital methods to uncover needs (e.g.: experience conducting online ethnography, implementing remote user studies, moderating/monitoring online communities, collaborating with developers to build web or digital prototypes to gather feedback, etc.)

You have…

• Extensive experience across Service Design and UX research within digital organisations
• Qual/Quant/Behavioural research experience with a proven ability to scope research, lead fieldwork, conduct interviews, perform desktop research, lead synthesis and determine what method/approach should be used to extract the right level of insights (i.e. user testing, surveys, user interviews, card sorting, diary studies etc)
• Experience in usability testing methodologies across different platforms and devices
• Proficiency in running remote collaboration workshops to elicit knowledge, synthesise data and/or engage people in insights, with the aid of tools including Miro, Figma, Dovetail, research survey tools, and other design software tools. This is a hands on role and proficiency in any of the above is expected
• Ability to communicate information visually and to demonstrate robust systems thinking
• Knowledge of user-centred design methodologies and integrating research into agile workflows such as Scrum and Kanban
• Ability to plan, prioritise and organise effectively combined with a strong attention to detail
• Ability to work seamlessly with and provide guidance to external research agencies and research teams