Service Designer – Business Services

Customer Experience and Design are the voice of our customers and our people in the experience hub.

We currently have an opportunity for a Service Designer Chapter Lead in our Customer Experience & Design Chapter, offering the opportunity to work with stakeholders across our organisation to influence decisions based on user-centric design priorities.

There are four main areas you will work across

• User research and facilitation
• Insights and synthesis
• Concept creation and validation
• System and channel thinking

With this in mind, you’ll need to be adept in design thinking, identifying and articulating customer needs, understanding personas and customer segments, customer journeys at scale and delivering experiences across channels. You’ll have the ability to coach, influence and educate stakeholders from Senior Leaders to customers and everyone in between. Have a demonstrable track record to create experience, customer and story maps; value stream maps, process and customer flows; concept sketches and storyboards.

Expertise in facilitation, experience design, rapid prototyping and usability testing would also be beneficial.

Along with the above, you’ll need

• Substantial experience with design strategy, design research, and experience design
• Adept with strategic design (i.e., HCD) as well as user research, change management or learning frameworks
• Experience in using quantitative and qualitative data to articulate insights and opportunities
• Strong communication skills with the ability to articulate the value of a design choice to clients/users
• The ability to synthesise abstract or technical ideas into a concrete understanding of the customer
• The skills to produce high quality insights under quick turn-around times and strict deadlines
• A passion for problem solving through design and seeing the value in taking an iterative approach to design
• A strong sense of ownership and the confidence to speak up to ensure the user angle is heard by other member of the squad.