Service Designer

Existing are two opportunities for a Service Designer to join our team as part of our Electrification & Innovation (E&I) business, which is to drive the success of a set of electrification products by designing market-leading customer experiences and services. This includes leveraging a human-centred design skillset to define and uplift customer journeys (front-end) and related business processes (back-end) of multiple products.  Proudly obsessed with the end-to-end customer experience, the goal is to consistently deliver services that not only meet but exceed customer expectations.

This role sits within an E&I value stream which is responsible for the end-to-end incubation and commercial development of new products and offerings that help Australians decarbonise how they move.

About the role:

• Customer-centric Design: Ability to employ human-centred design methodologies to design customer experiences that are sensitive to customer needs, pain points, and behaviours to optimise user satisfaction and engagement.
• Business Process Design: Design and iterate end-to-end business processes aligned with customer journey maps. The goal is to ensure that operational workflows are not only efficient but also aligned with customer-centric principles.
• Iterative Improvement: Own the ongoing refinement of customer journeys and business processes. This is informed by user feedback, data analysis, and emerging trends, leading to actionable improvements that elevate the customer experience and operational effectiveness.
• Data-Driven Decision-Making: Evaluate the impact of design modifications on key performance indicators (KPIs) related to customer satisfaction, efficiency, and profitability. Informed recommendations for further enhancements are based on these insights.
• Coordination with Operations: Ensure process changes are seamlessly integrated and aligned with operational objectives. This collaboration extends to the continuous optimization of workflows in response to evolving customer requirements.
• Cross-functional Collaboration: Engage with team members both within and outside the value stream to actively drive a culture of design thinking and customer-centricity across the squad.

About you:

• Bachelor’s or master’s degree in design, User Experience (UX) Design, Interaction Design, or a related field.
• Demonstrated expertise (2+ years) in service design, supported by a robust portfolio showcasing successful customer journey and process design projects.
• Proficiency in design thinking methodologies, user research, and the application of human-centred design principles. This coupled with strong analytical capabilities enables the Service Designer to interpret data, customer feedback, and KPIs to inform design decisions.
• Proficiency in design and prototyping tools such as Adobe Creative Suite, Sketch, Figma, or similar software.
• Exceptional communication and presentation skills to convey complex design concepts and recommendations effectively to diverse stakeholders.
• Familiarity with process optimisation and business process management concepts

At AGL, we offer a wide range of benefits including:

• Flexible working options including hybrid work.
• Discounts on energy, telcos and solar plans.
• Access 20 weeks of paid parental leave for the primary carer.
• Novated leasing and Electric Vehicle subscriptions.