Service Designer

About the Role

As the CX Designer, you are responsible for leading a systematic approach to Journey Experience Design (XD) that complements existing and emerging design processes for products, services, and experiences across CPA Australia. You will play a key role in leading journey and experience transformation, and will ensure the voice of member (VoM) is represented in CX design.

This is both a strategic and operational role which underpins a whole-of-business response to journey and experience design that improves the member experience and increases lifetime member value through business-as-usual activities and new initiatives.

You will foster a culture of collaboration with key stakeholders across the business to support the delivery of the member experience strategy through CX design initiatives aimed at improving member satisfaction.

Your key responsibilities include:

• Lead and support the continued roll-out of a business-as-usual approach to CX, experience design and innovation for enterprise journeys, ensuring the VoM is at the heart
• Partner with key journey, product and channel owners, and the XDI team, to lead and facilitate cross-functional teams through the various Journey XD Process stages (Discovery, Define, Refine & Build)
• Support the development and consolidation of a whole-of-business multi-channel journey framework that helps inform a more consistent end-to-end and insight-led experience across multiple channel interactions
• Maintain and refine the enterprise journey maps for end to end customer journeys, and design and maintain service blueprints related to enterprise journey maps

To be successful in the role, you will bring:

• Demonstrated passion for designing & creating customer experiences that delight and deliver on customer needs.
• Strong strategic thinking, influencing and negotiation experience working across a business to bring about customer experience change and transformation – ideally in a mix of consulting and in-house contexts
• Expertise in a service design and/or customer experience design role
• Experience developing, designing and implementing best practice CX and XD frameworks, systems, processes and tools that embed Voice of Customer and Insights and help achieve organization outcomes and measures of success.
• Multi-channel expertise in integrating and aligning customer facing channels towards omnichannel experience.
• Confident and experienced in facilitation and workshop development that leads to shared solutions, outcomes and motivation
• Demonstrated understanding of agile ways of working and iterative design techniques to deliver member value.

Why we love working here:

• We are a Values led organisation, we Create opportunity, Pursue excellence, Achieve together
• Monthly Health and Wellbeing sessions, weekly learning labs, generous reward and recognition program.
• The people, you’ll work with like-minded and talented colleagues who aspire to be the best
• Our members, they are at the heart of everything that we do.
• Flexible work, come to our offices and collaborate with the team one day, work from home the next
• Busy, fast paced, and we are passionate about what we do
• Paid parental, volunteer, study leave and the ability purchase additional leave
• Annual incentive scheme
• Learning & Professional Development opportunities
• We are global, so global mindsets are encouraged