Senior Service Designer

About the role

As our Senior Service Designer in the Research & Service Design team, our purpose is to deeply understand people to inform and help the design of accessible, sustainable and seamless products, services and experiences for Australia Post customers. This is more of a design role than research focused. There may be opportunities for exploratory research to better understand users and identify possible solutions. There will be times where you will drive the execution of qualitative and quantitative research to understand customer, business and market needs and opportunities across all stages of the design process. There is a broad scope of responsibilities including putting digital design in a strategic context.

This role works closely with SME’s across the business, design crafts, accessibility, engineering, product and program teams. The role will include human-centred design, systems thinking, and future thinking, and will facilitate the planning, design research, data analysis, facilitation of ideation and co-design activities, prototyping and end-end project delivery. In this role you will work across our Customer Experience Transformation program and our App strategy initiatives. Use your design, analytical and problem-solving skills to ‘bridge the gap’ between business and technology.

What you’ll deliver with us

• Visualising the digital experience through strategic design practices
• Design focuses position involved collating documentation and putting digital design in a strategic context
• Project scoping: Drive the scoping and planning design activities in the project, ensuring they are delivered at high quality and on time
• Occasional design, evaluative & generative research and workshop facilitation
• Analysis and synthesis: Leading synthesis of research to identify and present evidence led and key actionable insights
• Mapping and artifacts: Develop and create end-to-end customer journeys and service blueprints
• Prototyping: Develop prototypes for testing and validation purposes
• Design artefacts: Define the key features for prototypes and design requirements for subsequent research, UX, and UI design
• Techniques and frameworks: Utilise futures thinking, human centred design and systems thinking to help think about the drivers of change that are shaping the future and as core approaches to problem solving and sense making

What you’ll need

• Graphic/UX/Digital/Visual design background with experience working in Service Design
• Experience in using collaborative ideation techniques to create and validate solutions

• High quality Strategy and Service design skills across all phases of design, proven experience of applying methods to different projects, context, and user base
• Background working in Corporate or Design Agency is easy applicable to the AP environment and expectations
• Experience using Adobe creative suite, InDesgin, Illustrator and digital integration tools is advantageous.
• Proven ability in presenting complex information and concepts in a visual and understandable way.
• Articulated experience and service impact and value of design solutions for customers and the business with rationale.
• Excellent interpersonal, communication, negotiation, and collaboration skills.
• Experience in future thinking and working with complex systems and structures.
• Formal qualification in Visual Communication is relevant but not mandatory