Service Designer

As a Service Designer, you will play a critical part working with the Digital, Product, Marketing, CX and IT development peers to understand and design new services and digital experiences to Virgin Money Australia and BOQ group products and services.  You will use your extensive experience in Service Design and Customer Research to facilitate and define current and future state end to end service blueprints, and provide expertise and contribution to product propositions, concepts, services and digital experiences that ensure both customer and employee experience are well defined.

The Service Designer will also be expected to plan, scope, prepare and conduct rapid quantitative and qualitative research with customers so a broad skillset of research methodologies is critical. Leveraging a combination of design thinking, lean start up and agile methodologies the role requires strong customer understanding, visual communication design skills, and hands on project involvement, stakeholder management, workshop facilitation, and team collaboration. You will be an advocate for customer, human centred design, lean UX and agility for the organisation.

Skills & Knowledge required to be successful in role:

• 5+ years’ experience in Service design / Customer Experience Design and mapping deliverables (blueprints, journey maps)
• 5+ years’ experience in end-to-end-execution from insight and concept to go live
• 5+ years demonstrated experience of partnering with UX/UI designers, product managers and developers
• 5+ years’ experience in customer research and testing
• 5+ years’ experience in facilitating design sprints
• Proven experience working in Customer Experience/Service Design function within a large complex organisation
• Strong commercial acumen, looking to balance the drive for improvement with recognition of stakeholder needs and external regulators
• Strong communication and visual presentation skills and stakeholder engagement