Service Designer

We are seeking a skilled Service Designer who genuinely gets customer centricity and is passionate about innovation through human centred design. This role will be accountable for enhancing the customer and team member experience by understanding their challenges, and then designing and validating the solutions. You will be passionate about analysing data and using rapid prototyping tools and techniques to ensure solutions are fit for purpose. Some of the tools you may like to use would be journey maps, wireframes, process maps and personas.

This role will report to the Innovation Program Manager and is based in Kmart’s National Office in Mulgrave.

What you’ll be doing:

As a Service Designer working for Kmart, you will:

• Define and develop end-to-end customer and team member experiences, identifying opportunities to rethink and improve how things are done.
• Lead user research, observational research and build / test rapid prototypes.
• Lead the use of design research techniques to uncover customer and team member needs and pain points, with the aim of translating these insights into new innovation concepts
• Participate in design-led innovation projects and work collaboratively with software engineers, researchers, interaction designers and subject matter experts
• Work within a small multi-disciplinary team across the end-to-end innovation process, helping us to design the future of Kmart stores and operations
• Establish an ongoing innovation design mindset that promotes curiosity, exploration and efficiency

To be successful in this role you’ll have:

• 3+ years of relevant experience in service design or user experience design.
• Participated in design-led innovation projects with experience spanning research to prototyping. Experience working within an innovation team would be highly desirable.
• Knowledge of existing and emerging service design tools – exposure to Miro, Figma and Asana would be an advantage.
• Demonstrated skills in data analytics and storytelling using research outcomes and perceived benefits.
• Demonstrated experience in applying design research methods and translating these research insights into actionable design recommendations.
• Experience working collaboratively with cross-functional teams across the organisation.
• Ability to adapt to fast-paced environments and changing business needs.