Service Designer

The role

Our Design@Prospa team spans the disciplines of service design, product design, marketing, graphic design, copywriting and branding.

We take a human-centered approach and consider each touchpoint with our customers — whether it’s a mobile app, television campaign, window sign, or an email. As such, our team designs solutions that complete the entire customer journey. We’re passionate about building a unified design organisation to provide a deeply comprehensive customer experience.

As Service Designer in this 18 month Fixed Term contract role – you will be dedicated to our strategic enterprise to help craft and execute our design vision for the future of small business lending in Australia and NZ.

What you will be doing

• Working with various stakeholders across the business to explore and define problem spaces, inefficiencies and goals.
• Collaborate with designers and stakeholders to discover compelling solutions.
• Working closely with cross-functional teams and external to create a wide range of design deliverables including journey maps, service blueprints, roadmaps, and prototypes.
• Conducting qualitative and quantitative research and analysis to understand both staff and customer needs and themes.
• Facilitating and participating in workshops, developing unique design strategies for products and take part in making strategic decisions at the portfolio level.
• Running process and product experiments that test your hypotheses.
• Analysing feedback and analytics.
• Using the Lean methodology to iteratively enhance customer and staff experiences.
• Defining success metrics for new initiatives.
• Presenting, communicating and gaining buy-in.

What you’ll need to succeed

• 3+ years of industry .
• Demonstrated experience in Service Design with a working knowledge of Product Design, UX Design and UI Design.
• Experience using quantitative and qualitative evidence to support design rationale.
• Track record of using a hypothesis-driven process.
• Solid knowledge of leading practices for service design.
• Experience in leading and advising on research and design activities
• Exceptional communication skills, able to clearly present your research methods and findings to your stakeholders.
• Experience working on standard collaboration tools such as Miro/Mural, Confluence etc
• Ability to work directly with multiple teams including Product Management, Design, Engineering, Sales, Customer Success, Credit, Marketing and P&C.
• Up to date and relevant portfolio or case study links demonstrating your design prowess in support of your application.