Senior Service Designer

This role is a 1 year fixed term contract.

As a Senior Service Designer you will contribute to a wide range of projects within a program stream from Discovery through to Delivery. In this role, you will focus on influencing and advocating human centred design mindset within the different teams and program of works, so that the tactical and strategic decision we are making exceeds team needs of our team and customers across the Endeavour Group; Dan Murphy’s, BWS, and ALH . Working on transformational, multi-stakeholder strategic design projects, the successful candidate will bring their whole-system, design-thinking experience to drive significant changes to people, processes, technology, and infrastructure. The Design Practice considers both the customer and employee experience and uses customer-led design to identify and uncover requirements, opportunities and goals. You can apply the DVF model to solve complex issues while maintaining a holistic consideration of back-end systems, processes, and infrastructure that need to be modified, improved or changed so that it will support the implementation of these services.

A day in the life of a Senior Service Designer @ Endeavour

You will show people what the future holds, and bring them on a journey with you:

• Be an advocate for design culture and take the stakeholders on a journey. Ability in assessing the current landscape of the organisation, internal stakeholders and meeting them where they are at in their own journey to help them understand the value of design culture.
• Solve complex problems in the end-to-end service environment, holistically considering both the customer experience as well as the internal staff experience.
• Define and articulate the service vision and develop a holistic service blueprint for large transformation projects within various Endeavour Limited Group banners, across people (team), processes and technology.
• Translate business objectives into tactical service design outcomes, with recommendations for changes to people (team), processes, technology to improve the infrastructure that will support the delivery of the service.
• Conduct user research, help generate tangible insights and designs, prototypes and tests compelling concepts, services and solutions to deliver extraordinary service experiences.
• Work hand in hand with our interaction and experience designers to design the various service touchpoints that make up the overall experience.
• Lead and facilitate design and co-creation workshops and sprints.
• Present concepts to stakeholders and senior executives.
• Translate insights into service blueprint, concept designs and business recommendations.

What you’ll need to succeed 

• You are a natural collaborator and influencer, adapting your approach to managing and leading for each initiative. Always a supportive colleague to those around you, you pitch in when they need a hand, leaning in and building trust.
• Your ability to quickly understand and synthesise information (including qualitative data, feedback, desktop research) to make considered recommendations to achieve goals is impressive. You have a natural flair for engagement, at the right place and time, including online. You report the insights that matter and can share with empathy and diplomacy.
• At least 3 years’ experience working as a service designer for large scale experiences
• Understanding of the end to end design process.
• Facilitation and workshopping skills.
• Strong understanding of research methodologies.
• Working within AGILE delivery teams and methodologies.
• Experience in designing and conducting qualitative and quantitative research
• Data-driven in your approach.
• Demonstrated work in the area of Innovation or technology
• Experience presenting and communicating designs and research and design milestones – peers and senior LT stakeholders
• Degree in Psychology/Sociology/Design/Business/ or other relevant degrees
• Experience working at scale
• Keen interest in HCD, strategic design, and innovation
• Proven experience in the design and launch of new products/services and transformational projects
• Experience engaging and influencing senior stakeholders – both internal and external
• A combination of agency and in-house experience as a service designer will be an advantage
• Experience in delivering medium-large scale customer experience strategies, against which delivery has been successful.
• Proven experience in delivering executable plans
• Solid experience in developing customer experience strategies and frameworks.
• Proven consultation, communication and negotiation skills with senior management, decision-makers and key stakeholders.
• Understanding of Lean startup and Agile methodology will be an advantage.
• Experience working in retail and hotel industry with spatial and/or digital design elements will be an advantage

What’s in it for you?

• Excellent remuneration package and flexible working in every sense. We value our people
• Everyday Rewards plus card – access exclusive employee discounts across Woolworths, BigW and Endeavour Group brands (BWS, Dan Murphy’s etc) and 50% off food at ALH venues.
• Our innovative ways of working include headspace mornings once a month (no meetings company-wide), opportunity to partner alongside bright minds and genuine investment in leading technologies
• Paid learning & development opportunities
• Career progression to help you realise your potential. As our business grows so do the opportunities for our people
• Access to our Endeavour Group Employee Share Scheme!
• Wine education: Bronze, Silver & Gold certifications
• Work with an industry-leading team and be a part of one of the most exciting retail transformations in Australia