Service Designer

About the Role

At RMIT, we’re committed to staff and student experience. We believe every user journey offered by RMIT should be as seamless and intuitive as possible having fully considered the user experience and  back-office processing requirements.

As the Customer Experience Service Designer, you will be a key member of the customer experience team driving the creation and delivery of consistent customer experience across all stages and touchpoints in customer journeys helping the University continually achieve greater customer satisfaction, increased efficiency and profitability. This role will see you play a pivotal role in outlining and achieving how customers perceive the University while driving higher customer satisfaction from staff, prospect and current students. You will act as the advocate for the customer (staff and student), share knowledge and provide leadership across the broader University in customer experience techniques, solutions and platforms.

To be successful in this position, you’ll have

• Experience in all aspects of customer experience (research, experience design, journey management)

• Demonstrable experience of transforming customer experiences through the application of design methodologies such as, Design Thinking, Customer Centred Design (CCD), Human-Centred Design (HCD)

• Deployment and or management of Customer Experience measurement frameworks

• Excellent written and presentation communication skills and ability to build relationships and influence senior stakeholders.

• Strategic thinker approach and awareness of market and consumer market changes with the ability to lead the customer experience function in line with these changes

• Proven experience in developing and implementing professional development through information provision, consultancy advice and training

• Planning and implementation skills, ability to visualise the end user experience and work backwards towards technology and implantation plan