Senior Service Designer

About the job

Senior Service Designer

CEC is looking for a Senior Service Designer with 4-6 years of experience in Experience Design, Service Design, Customer Experience or Customer Strategy, ideally within a consulting environment.

The opportunity

Helping organisations improve their customer experience for 17 years, The Customer Experience Company has developed a strong reputation among our clients as a market leader in customer-centric business transformation.

We have a number of exciting projects in the pipeline and as a result, we are looking for a Senior Service Design Consultant to join our dynamic team in our design studio overlooking Circular Quay. Want to help us change the Australian business landscape?

Responsibilities will include

• Lead and manage teams of up to 4 multi-disciplinary people

• Lead projects across a range of service lines (or be motivated to learn and upskill across service lines), including in customer strategy, service design, digital design, organisational change, and culture change

• Plan and conduct qualitative and quantitative research and user testing with customers to uncover insights and impactful opportunities

• Lead analysis of existing customer and operational data, and data relating to market and consumer trends

• Design and facilitate playback and co-creation workshops for clients, from frontline employees to executives

• Ideate future states and translate these into service design tools such as service blueprints that reflect customer and business requirements

• Design and deliver high-quality concepts and outputs, and prototype and test your ideas from concept through to implementation for new products, services and ecosystems

• Craft and confidently present recommendations and deliverables to senior stakeholders and engage them in your outputs

• Support our clients to define the return on investment for recommendations (organisational, employee and customer benefits)

• Understand and navigate our clients’ complex organisational structures

• Manage stakeholders and projects to ensure delivery of key milestones on time and to budget, tracking key risks and issues and mentoring junior service designers

• Contribute to sales activities, innovation and growth of the CEC practice

• Build strong client relationships, establishing yourself as a trusted advisor

• Identify and nurture opportunities within organisations throughout your projects.

Experience and traits

• Minimum 4 years of experience in a service design, experience design, start-up or strategy consulting environment

• Strong understanding and experience applying human-centred design methodology

• Experience applying these skills in a tech-driven environment, e.g. CRM, website design, data analytic tools etc. (highly desirable but not required)

• A Bachelor’s degree, or equivalent from a business, design, marketing, psychology or related discipline

• Commercially minded with the ability to ground service design processes in ‘the numbers’ and an ability to easily articulate the commercial benefits of those processes to clients

• Entrepreneurial and proactive with a strong drive to go above and beyond to drive client, company and personal success

• Comfortable with ambiguous subject matter and can find a way through complicated challenges

• Demonstrates structured problem-solving skills and the ability to understand complex information, assess requirements and deliver insightful, practical solutions with a creative flair

• An ability to communicate complex ideas simply, both verbally and visually

• Experience building cohesive, energetic and high performing teams

• Deeply empathetic and cares fundamentally about putting people first

• A sense of fun, to fit in with our supportive, non-hierarchical culture.

What’s in it for you?

• Experience a variety of industries, clients, working environments and teams every project is different

• Opportunity to work across service lines and upskill in customer strategy, service design, digital design, organisational change, and culture change.

• CEC is open and collaborative. We are a workplace that asks for and values input from everyone on how to shape the business, the way we work and the work we do. We are a company with a flat structure; everybody can lead and innovate

• Training budget of $1500 per annum to contribute to your career development

• Allocated mentor and internal structure to support career progression

• Large, award-winning open-plan office (with tonnes of whiteboards) and a great view of Sydney Harbour

• 2 days to do good’ allocated to each person per annum e.g. pro-bono consulting design work

• Work/life balance; we encourage working smart rather than clocking up hours

• End of month drinks to celebrate our successes

• Team celebrations at the end of each project.