Senior UX & Service Designer

About the role

The role of the Senior UX & Service Designer within Wpay is to uncover and understand our internal business processes along with our customer and client needs, to design, develop and optimise our Wpay value propositions. They will deploy design-thinking tools & techniques to perform organisational design, service design and user experience design initiatives while maintaining alignment with strategic business objectives.

The distinct role the Senior UX & Service Designer will play is to develop and maintain an understanding of business objectives and customer needs in order to identify, develop and commercialise compelling concepts to target markets. This will be achieved by partnering with the Merchant Platform Team, the Consumer Platform Team and key stakeholder groups to form product vision, focus areas and measures of success.

About you
You’re driven by a customer mission and passionate about being part of a tribe of great people. Whatever you love – design, technology, engineering, you’re active in the community that sits around it
You orient around doing what’s meaningful, purposeful and delivers value. You’re excited about being part of digital transformation and disrupting one of Australia’s biggest companies.
You’re curious and empathetic, with an eye for the bigger picture. You deal with complexity by collaborating with colleagues, listening to customers, testing ideas and continuously learning. You take authorship for what you create.

Core Competencies & Objectives

01 Understand the industry & big picture

• Identify insights from prior research, whitepapers, existing customer feedback
• Maintain understanding & contextual knowledge of global standards and innovation in other industries that can be repurposed for the context of our own business through competitive & comparative analyses
• Define key experience principles & guide stakeholder groups

02 Understand the problem/opportunity in the context of the customer & business

• Ensure Customer, Business and Technical problems/opportunities are mutually understood, outcome-oriented & framed in the context of the customer
• Alongside the Product Manager, build & maintain relationships with key stakeholders through each stage of the product lifecycle from H1 to go-to-market stage to ensure buy-in and team alignment
• Validate ‘problems’ and ‘opportunities’ with quantitative data with existing research data as well as the internal Data/Customer Insights & finance Teams team to ‘size up’ the business impact of solving each customer problem
• Engage teams & relevant stakeholders development of hypotheses & ‘big questions’ to feed into discovery research

03 Understand customer needs & ways to satisfy

• Identify best practice for research method to help validate hypotheses & understand the customer problem/opportunity
• Partner with embedded UX designers within each business unit to conduct preliminary exploratory research

04 Develop concepts & identify measures of success

• Partner with UX Designers embedded within business units & squads to develop concepts and conduct tech feasibility analysis to feed into our product squads for sizing, building and implementation within the business
• Partner with UX Designers embedded within business units & squads to develop ‘future state’ product & service concepts to enable market readiness by validating with customer research
• Engage relevant teams & stakeholders for ideation of ‘ways to satisfy’ prioritised problems & opportunities from research
• Alongside the Product Manager, Identify and set OKRs / KPIs for MVP concepts to secure the continued investment from Woolworths’ senior executive leadership team which is manifested in budget, resources and trust.
• Alongside the Product Manager, partner with broader stakeholder group to identify and implement measures of success

05 Launch, then listen, learn & act

• Work closely with the embedded UX Designers to design, launch, test and improve digital products that exploit the latest technological developments to support customer needs and business objectives
• Identify and execute upon continuous improvement initiatives by using existing customer insights, data and SME perspectives
• Identify opportunities for further refinement of ‘launched’ Products and Services

Skills Required to succeed

• At least 5 years’ experience working on UX for large scale experiences
• Strong understanding of end to end UX process.
• Strong facilitation and workshopping skills.
• Strong understanding of UX research methodologies.
• Working within AGILE delivery teams and methodologies.
• Produce research reports and lo-fi sketches/wireframes/prototypes/user flows that articulate the structure and necessary steps a user needs to take in order to reach their goal.
• Data driven in your approach.
• Demonstrated work in the area of Innovation or technology.
• Experience presenting and communicating designs and research and design milestones – peers and senior stakeholders
• Strong experience building relationships with and influencing senior stakeholders
• ‘Financial services’ or FMCG industry experience preferred
• Experience working at scale
• Great attention to detail
• Keen interest in CX and customer innovation