Senior Service Designer

As a Senior Customer Experience and Service Designer, your purpose will be to lead the experience and design effort on key client projects and initiatives and to direct designers to create solutions that provide a best in class experiences.

Role Responsibilities:

• Delivery of high-quality consulting services in customer experience and service design
• A leader, representing the business on customer work and as a champion the use of design methodologies and tools within the Experience + Design practice
• Ability to clearly articulate the value and the role of design across CX, UX and UI
• Advocate for the customer and guide the direction of initiatives accordingly. Recommend desirable solutions using best practice design methodologies
• Validate customer and business viability and feasibility by using data, research and insight to support the direction
• Define the approach for design and create and manage the plan to realise the opportunities
• Build trust and create connections across client projects and within the industry

Knowledge and Skills:

• Excellent communication and consulting skills to advocate for delivery that is customer-led and driven by desirability as much as viability or feasibility
• Excellence in the facilitation of workshops and design practices
• Experience in leading other designers, specifically around user interface design, user navigation and screen flows on complex programs of work.
• Experience in building and delivering a digital platform and knowledge
• Working understanding of project delivery practices and the use of agile methodologies within these practices. Relevant concepts and methods including Lean UX, Minimal Viable Product, User Stories, Acceptance Criteria and Rapid Prototyping
• Ability to guide a team’s discussion and ideas into conceptual designs and guide discussions to a strong design that reflects customer and business needs
• Ability to direct activities through project teams such as customer experience research, synthesis and insight generation, ideation, creation of personas, customer journey maps, conceptual design, sketching, wireframing, prototyping and customer validation activities.
• Deep understanding of Design Thinking and human-centred design methodologies and a true passion for HCD.
• Strategic thinker that can support the strategic direction of a portfolio or program of work as well as the vision and goals of the division.
• Experience across banking, finance, government and telecommunications, and media domains is desirable.

In addition, the ideal candidate will show genuine thought-leadership attributes, high EQ, high levels of charisma.