Service Designer

The role

Our design team spans the subject areas of service design, product design, marketing & graphic design and branding. We take a human-centered approach and consider each touchpoint with our customers — whether it’s a mobile app, a television campaign, window sign, or an email.

As such, our team designs solutions that complete the entire customer journey. We’re enthusiastic about building a unified design organisation to provide a deeply comprehensive customer experience.

To support this, we’re looking for an experienced Service Designer to join team to help craft and deliver on our design vision as well as execute on our plan.

The ideal candidate will be excited about the role of design in solving complex, real-world problems through intentional, human experiences. You’ll love partnering with talented designers and collaborating more broadly with a variety of roles across several fast-paced teams across our entire business.

Key responsibilities include

• Working with various stakeholders to explore and define problem spaces and inefficiencies.
• Working collaboratively with designers and key partners to establish goals, requirements and process improvements.
• Conducting qualitative and quantitative research and analysis to understand both staff and customer needs and themes.
• Conducting ongoing process and digital product experiments that test your hypotheses.
• Analysing feedback and activity.
• Iterating to improve customer and staff experiences.
• Defining success metrics for new initiatives.
• Crafting artefacts such as journey maps and design blueprints that communicate current state customer and staff journeys as well as future target state journeys.
• Presenting, communicating, and gaining buy-in.

About you

• Demonstrated 3+ years of proven experience.
• Experience using Figma to build design concepts, conduct rapid prototyping, and deliver final user interface designs.
• Experience in using quantitative and/or qualitative evidence to support design rationale i.e.: analytics, survey/feedback etc.
• Understanding of accessibility.
• Solid knowledge of design patterns and leading practices for user experience design.
• Ability to work directly with multiple teams including Product Management, Design, Engineering, Sales, and Customer Success.