Lead Service Designer

As a business inside one of Australia’s largest retailers, WooliesX aims to bring the best of Woolworths to our customers, powered by our team, technology and data. We’re an
innovation business that brings together the brightest minds in e-commerce, technology, media, and data to transform the way people live and shop.

With an industry leading technology team, backed by analytics, we’re resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an awesome
experience for our customers – no matter whether they choose to shop in-store, or online.

What You’ll Do

• Develop innovative information organisation structures, service blueprints, and detailed customer journeys across e-commerce fulfilment experiences
• Advocate for User Centred Design, using insights to inform design decisions and identify tactical and strategic opportunities.
• Conceptualise and innovate desirable solutions that drive value for customers and the business.
• Conduct customer insights, usability studies, and design hypothesis validation in a Lean UX and Agile environment.
• Act as a cross-functional advocate for customers and store teams, collaborating on delightful service and design solutions.

What You’ll Bring

• Extensive experience (minimum 6 years) in Service Design, preferably with a background or studies in User Centred Design practices.
• Experience mapping complex customer journeys across multiple business areas.
• Experience working within a matrix organisational structure with complex processes and procedures.
• Proficiency in using Miro and Figma for design and collaboration.
• Ability to analyse and synthesise data into coherent information systems and designs.
• Passion for creating industry-leading user experiences.
• Strong design and analytical skills, coupled with in-depth knowledge of Human Centred Design methodologies and Design Thinking.