Service Designer

The purpose of this job

The Health and Wellbeing Service Designer role entails advocating for the Corporate and International customer while fostering a customer-centric culture, achieved through the practical application of Human-Centered Design and other methodologies.

The Service Designer will design across the end to end experience for our International and Corporate customers, delivering key insights, identifying strategic opportunity areas and recommendations, that align with the Health and Wellbeing strategy and our broader customer strategy (CX), so that our business has a coherent and holistic view of CX.

Service Designers will inform, scope and craft bespoke approaches, using a rich toolkit of methods and frameworks – that can address and help solve key customer and business problems.

The Service Designer will be resposnisble for creating services that support the behaviour change model of health prevention by designing experiences and services that encourage, motivate and support health behaviour change.

The Service Designer will also lead user research activities to inform and validate design decisions. This role blends service design craft with deep user research expertise to ensure solutions are desirable, viable, and feasible.

What you’ll need to make it possible

• • Large/ Medium enterprise experience (up to 5 years) implementing Human Centred Design.
• Microsoft Office suite required
• Tertiary qualification at degree level in a relevant business discipline (human factors, human centred design) or extensive relevant experience specifically in customer experience strategy, research, design and implementation
•  Experience in a digital, strategic design & innovation agency or consultancy
• Comfortable with ambiguity
• Design Research: Proven record (or portfolio) navigating and delivering complex and difficult projects
• Stakeholder Management: Strong stakeholder management including selling/influencing stakeholders on the value of customer led decision making and delivery

What you’ll be doing in this role: 

• Practise Customer-Centricity: Focus on Customer Experience and Design across diverse business forums, fostering a practical and customer-driven cultural mindset.
• Apply the end-to-end design process encompassing the double diamond model, collaborating with teams and agile squads to effectively address customer issues. Your role involves crafting a seamless, interconnected Customer Experience by orchestrating the array of product and service touchpoints.
• Manage multiple projects and adhere to timelines, leveraging organisational prowess to manage intricate moving parts within a complex stakeholder network.
• Coordinate transformative change with key stakeholders, promoting alignment through collaborative co-creation. You’ll unite teams toward shared objectives and influence their embrace of Customer Experience best practices.
• Design deliverables using CX methodologies (including, but not limited to: ethnographic research, customer testing, expert review, customer requirements, design personas, customer journeys, experience blueprints, scenarios, prototyping, detailed service, and digital design).
• Contribute to disseminating Human-Centered Design excellence by advocating the design process enterprise-wide, playing a pivotal role as the organization enhances its HCD capabilities.
• Design services that drive positive behaviour change across health and wellbeing domains using proven methodologies to motivate, engage and support.