Service and Experience Manager

ABOUT YOU AND THE ROLE

We’re seeking a skilled Service & Experience Designer to help us develop and maintain new, innovative, value-driven solutions for our clients. In this role, you will participate and hone your skills in holistic design thinking across projects and initiatives while approaching problems with a Human Centred Design mindset. With guidance from Design Leads, you will contribute to defining hypotheses based on user and business needs. This role will involve working on multi-stakeholder and strategic design projects; This is an excellent opportunity for a designer with plenty of experience in user research and design projects for enterprise customers. Prototyping your ideas to test assumptions and get feedback is critical to your design process. As a result, you are open-minded, able to learn quickly, communicate clearly, and can get things done even when the task is less defined.

RESPONSIBILITIES

• ​​Plan and lead a range of discovery activities from the initial phases of research and discovery through to design execution, iteration and implementation
• Gather requirements and drive design activities (user flows, site maps, wireframes, mockups, documentation etc.) to understand business processes that lead to stellar user experiences
• Facilitate workshops and co-design activities to help project teams, and stakeholders explore problem/solution spaces and define both customer and business needs
• Work with the Product, Engineering, and Design teams to distil complicated problems into simple solutions
• Confidently apply a variety of prototyping and HCD design exploration techniques (user journey maps or service design) to test new product or service concepts
• Be comfortable working across a range of project and problem types, from clearly defined briefs to ambiguous and complex challenges
• Collaborate with other designers to exchange knowledge and foster a vibrant and healthy design practice
• Consistently demonstrate and advocate Kablamo’s values

REQUIRED EXPERIENCE

• Have strong skills in qualitative and quantitative research, as well as stakeholder management
• Have strong communication and organisational skills
• Provide a high level of attention to detail
• Able to work as a self-starter, set priorities while also being willing to raise issues and seek support as needed

DESIRED CAPABILITIES

• Confident in applying HCD or Service Design methodologies that help teams deliver high impact work on time and within budget
• A degree in Design, Product or Interaction Design, Communication Design, Visual Studies, Psychology, or other creative and behavioural-related fields is highly desirable
• Proficient in wire-framing and producing concepts and user flows
• Experience in tools like Figma, Figjam, MIRO and using Design systems