Service Designer

About the Team

The transformation team at Whispir is leading efficiency innovation within the business and operational excellence. We are responsible for the digitalization of business processes and operationalization of products ensuring Whispir business processes are reimagined, automated and scalable to support our ambitious growth strategy.

As the new addition to the Group Services Division, we are still formulating the team and building our way of working and structure from the ground up. We are looking for candidates who enjoy working in a greenfields role, contributing to how the team operates, thrive in ambiguity, and are determined to get the job done.

Role Purpose

Contribute to the efficiency innovation and success of Whispir by championing use of human-centered and participatory design methods in our journey to digital transformation.

The role will suit someone with service design or digital BA experience with a passion for operational excellence, challenging the status quo and thriving in building service design capabilities from the ground up.

You’ll be a facilitator with a multi-disciplinary focus, getting your hands dirty in the detail of data, workflows, and systems while addressing culture, behaviors, hearts, and minds.

What you’ll do 

You will work closely with Product Managers, Product Marketing Managers, Enterprise Architects, Customer Success Managers, Sales and Marketing stakeholders on a range of Transition and Transformation initiatives with a focus on uplifting Human Centered Design capability and referencing co-design as much as possible, to achieve the desired outcomes.

You will operationalise our products and services and support the ongoing evolution of our existing business needs and leading the end to end experiences of our digital direct products.

 Specific responsibilities include:

• Applying conceptual thinking to create reimagined services across multiple platforms, smartly bringing together user needs, business goals and technology.
• Analyse current state customer experience within existing products and services, mapping the processes, internal customer/services journeys, identifying causes and envision future state experience.
• Developing concepts, including the definition of customer needs, task analysis, and the creation of storyboards, scenarios, user flows and use cases
• Facilitating workshops and instilling collaboration and co-design mindset.
• Designing and implementing of new services, addressing any challenges with the current process and developing Whispir service blueprint.
• Co-create and inform fit-for-purpose solutions that align to business viability and feasibility.
• Communicate and visualise design ideas using appropriate techniques including product concepts, service models, customer journeys, product designs, system maps and/or infographics.
• Effectively communicate research findings, conceptual ideas, detailed design, and design rationale.
• Identify insights from customer research, internal service metrics and market analysis.

What you’ll bring

• Extensive experience with driving and applying human centred design, design thinking and service design principles including the ability to build out capability.
• Demonstrated knowledge and application of user journey mapping, gap analysis, business scenarios, and data analysis.
• Experience with change management and process improvement practice and principles (desirable) (i.e. Lean Six Sigma)
• Understanding of organisational capability, agile, lean, and ways of working concepts or frameworks preferred.
• Excellent communication and rapport building skills with internal stakeholders including sales and customer success teams and management
• Proven experience of innovation and the ability to drive cultural change.
• Ability to network inside the company and influence stakeholders to drive collaboration and program excellence.
• A high degree of organisation and attention to detail.