Senior Service Designer

ou will be a Service and UX Design specialist designing the employee interaction with our team to understand the “as is” processes and UX challenges, and then design the service and interactions to maximise utilisation of the end to end solution. You will enable a massive improvement in the use of the technology platforms and the resulting service for Markets Sales. You will work in a highly collaborative environment to solve employee challenges, design and build a new platform and the end to end user experience of tomorrow that will ultimately deliver better customer outcomes.

You’ll bring your strong understanding of Service and UX Design to leverage data, unwind complex processes, and remove friction to create intuitive employee experiences that will drive value adding customer engagements.

You will be on the tools and in the field researching, ideating, designing and testing experiences, engaging with stakeholders across the value chain. You will apply Design Thinking within your day-to-day role and ensure that the Markets Sales journeys you create are based on research, validated through testing and are clearly articulated. You will work collaboratively to deliver these experiences to Markets Sales.

About You

As a Designer your strengths are:

• Ability to bring to life key touchpoints and experience moments
  You’re able to take ambiguous contexts, Markets Sales insights and business knowledge to bring to life experiences through sketches, wireframes and prototypes to generate effective design critique and iteration
• Journey Mapping
  Visualising the end-to-end Markets Sales journey, mapping the relationship between different service components; people, props and processes
• Exploratory customer and industry research
  You help teams understand the world through the Markets Sales view, understanding what motivates sales staff and influences their perceptions and values. You are adept at multiple research techniques – you can capture, translate and communicate Markets Sales insights into actionable recommendations, as well as measure and validate design and proposition components
• Value and process mapping
  Breaking down processes (with our BAs and SMEs) and proving where they provide value to our business and to our customers
• Facilitation
  Ability to orchestrate all of the necessary domains and stakeholders to bring a solution to life
• Design craft
  You understand and have designed experiences for a comprehensive set of service touchpoints. You have some cross-over into UX for rough wireframing of mobile and web experiences for prototyping.
• Proposition development
  You have experience defining and articulating value propositions and their proof points, linking them back to key needs and insights. You are comfortable describing them in words and then bringing them to life through prototypes.
• Accessibility standards
  Proven understanding, knowledge and experience working with accessibility (i.e. WCAG 2.1) and how this might be applied.