Service Designer

What will you be doing?

• Planning and designing high-level concepts and guiding the member experience design activities for business as usual and strategic projects
• Leveraging and conducting in-field member-based research, with the ability to provide insight and identify and define opportunities
• Collaborating with multiple teams to define key aspects of a proposed user experience across a multi-channel digital ecosystem, and how it reconciles business and user needs
• Facilitating behavioral in-context and empathy driven research and participatory design/user testing sessions; manage stakeholder involvement in research
• Developing user journey maps derived from customer/member segments; ensuring that scenarios respond to key user needs and highlight business opportunities
• Creating visually compelling representations of the solution’s high-level interaction, navigation and organisation design (e.g. concept models)

What are we looking for?

• You can build and maintain strong working relationships with key stakeholders working in an inclusive and collaborative way

• Extensive experience in user experience design or related field in complex commercial environment that deliver enterprise scale systems with high availability that supporting business critical services
• Able to work well independently with stakeholders, as a project lead or as an individual team member
• Qual/Quant/Behaviourial research experience with a proven ability to scope research, lead fieldwork, conduct interviews, perform desktop research, lead synthesis and communicate findings to stakeholders
• Experience recruiting and interviewing research participants within an organisation and its external customers/members
• Experience within Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile