Service Designer

Your team:
The Service Designer reports into Director of Customer Experience & Digital Design working within CFS Digital, working closely with Product Owners and Agile scrum teams, alongside other Designers at various levels.

Your impact and contribution:
You will work with various Colonial First State teams including user experience and service design agencies to develop Member and Adviser experiences, design world class digital products and services including scaling Colonial First State’s Service Design and Customer Experience capabilities.

Your responsibilities:

• Work with the business and with digital design and delivery teams, across all portfolios to create and implement cohesive customer experiences

• Champion enhancements aligned with customer needs and business drivers based on analysis of key metrics

• Manage projects autonomously, with overview and mentoring from your Manager

• Produce key service design artefacts, including journey maps, flows, personas, service blueprints, wireframes and prototypes

• Contribute to, and advocate for, user-centred design collaboratively with our Product and Delivery teams to ensure customer experience is core to our delivery

Your capabilities and experience:

To succeed in the role, you’ll need to be incredibly passionate about our customer’s experience, human centred design and service design, be a continuous learner, be creative as well as have a keen eye for detail.

You’ll also possess strong people skills to manage a wide group of different stakeholders across Colonial First State and have good track record across varied design projects and be capable working on a number of projects at once.

Technical skills:

• Proven experience in producing customer experience strategies, human centred design and strong design skills (service design and user design)

• Experience in design research methods, planning and actioning research, and creating insights for action.

• Experience in Adobe CC & digital design tools (Figma desirable)

• Tertiary qualification in HCD, service design or other design disciplines, strategy or relevant work experience