Service Design Lead

We are looking for a design lead with 7+ years with experience in design leadership across a variety of working environments.

The purpose of the role is to lead and inspire design practitioners within experience design in their role on projects and initiatives. This role will have responsibility for directing designers on solutions to provide a best in class experience for WAVE’s customers. This role is responsible for the customer experience design of a single project or as team lead as part of a larger program.

Areas of Responsibility

• Influence and support the direction of a program of work, continually advocating for the customer to recommend desirable solutions, using data and insights to support the direction

• Effectively manage and lead a team of up to five talented, experienced design professionals and Subject Matter Experts from client side

• Direct the conceptualisation and design solutions from idea to completion for the project being led, supporting a human centred design methodology across WAVE to provide creative, innovative and appropriate solutions to business and customer challenges

• Plan design scope, approach, and outcomes, identifying relevant best practices and drawing design inspiration from the broader community, industry and marketplace

• Demonstrating deep familiarity with data, insights, findings and ongoing decisions, and assisting with identifying changes to planned activities

• Be responsible for the project being led to deliver on time and budget, and delivering efficiencies where possible within programs of work

• Effectively manage and lead relationship with clients and their key stakeholders

Skills, qualifications and experience required

• 7+ years within experience design across a variety of working environments

• Bachelor/ Master of Design highly regarded

• Has a proven record of delivering concepts to market

• Proven record in practicing HCD methodology and a true passion to solve the problem with customer in the centre of it

• Experience in leading other designers on complex programs of work

• Provide detailed technical, professional and policy advice and support in relation to the design of program products

• Drive innovative approaches to design techniques, enabling the design team to embrace different angles to a design problem

• Excellent communication and influencing skills to advocate for change – moving towards delivery that is customer-led, and driven by desirability with reference to viability and feasibility

• Strong skills in leading a team’s research, discussions and ideas into conceptual designs, and guide ensuing discussions to drive to a strong design which reflects customer and business needs

• Experience in creating a culture of collaboration and knowledge sharing

• Ability to continuously improve processes and use adaptive problem solving to optimise team performance, seeing design methodology and practices as living processes which can be continuously updated and enhanced and encouraging Team members to embrace different angles to a design problem

• Strategic thinker that can support the strategic direction of a portfolio or program of work, as well as the vision and goals of WAVE