Junior Service Designer

Bank of Queensland
As a Service Designer, you will play a critical part working with the Digital, Product, Marketing and IT development peers to design services across BOQ brands, services and products – for customer and staff. As Service Designer will be responsible for driving a human-centric and holistic approach to service delivery, with a focus on aligning user, business, and technology needs to deliver effective services and experiences for all users.
You will use your experience in Service Design to illustrate ideas using storyboards, process flows, service blueprints and customer journey maps that inform strategy, product and proposition design, marketing activity and CX Journeys as well as key initiatives and business decisions. You will be able to articulate pain points, opportunities and uncover insights that can be mapped back to business value.
The role will also be researching, defining, designing and developing services in support of both existing and future state customer experiences. You’ll develop and inform Customer Experience (CX) and Digital User Experience (UX) solutions with stakeholders through a Human Centred Design (HCD) approach, including design, develop, embed, measure and improve phases.
You will be an advocate for customer, human centred design, lean UX and agility for the organisation and work as part of a multidisciplinary team and be able to communicate effectively and manage relationships with a range of internal and external stakeholders; including team members, product owners and executives.
About You
- Experience in Service Design.
- Demonstrated experience in facilitating workshops.
- Experience with design, facilitation and business tools such as Miro, MS Powerpoint, Process Maps.
- Experience in research or customer testing methods.
- Experience in generating journey maps, service blueprints, service models, and clearly articulating actionable insights and opportunities for service and experience improvement.
- Proven track record of applying insights, CX and HCD principles, to deliver initiatives that generate customer and business value.
- Experience using services design tools and methods, such storyboards, process flows, service blueprints and customer journey maps.
- Experience in planning, conducting, analysing and making recommendations on emerging trends to identify and lead improvements to existing services as well as future-state experiences.
- Strong problem solving, research and analytical skills.
- Ability to develop effective working relationships across and organization.
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