Lead Service Designer

Right now, we have an exciting opportunity for a Lead Service Designer to join us in the Emerging technologies Team within Customer Strategy and Technology.

The role will be responsible for lead a team in the provision of professional service design services to drive ideation using rapid iteration, disruptive thinking and a ‘fail fast’ approach. The team will transform the customer experience for projects by designing and supporting the implementation of customer strategies to drive improved customer experience. The successful candidate will proactively manage stakeholder expectations in respect of service design educating and informing stakeholders of the new technical advancements. You will be deeply involved in the entire design process from helping define vision and strategy through final decisions and execution

For more details about this role, see the Role Description .

About You

Ideally, you’ve worked in a similar role before, and demonstrate a solid capacity in stakeholder engagement, communication and service design. To succeed in this role, you need to be able to Plan, facilitate and utilise customer research to build the teams’ understanding & empathy for their core customer groups and partner on strategic objectives for improving efficiency, impact and experience. Providing expertise and guidance to a team of service designers in the design of customer strategies to drive improved customer experience would be essential for you to be successful in this role. Preparing regular technology updates to all staff, as well as providing tips and resources for effectively using technology across the business.

This takes expert organisation, not to mention the drive of someone intent on success. In this role, you are in the unique position of being able to steer the messaging for the whole business, from preparing CIO messaging, such as email comms, presentations and stakeholder inputs, to further senior engagements.

You have the ability to adopt the position of subject matter expert for nominated programs. We are looking for someone who can research, develop, implement and lead, when required, design projects from concept through to delivery that support and enhance customer experience.. You would also be needed to design and implement strategies to enhance customer experience at key service points and ensure their integration into the procedures and systems applied in each customer interaction.

Previous exposure to influencing key stakeholder across the organisation on importance of effective customer experience and making customer experience central through every design and effectively measure impact combined with exceptional communication skills (written and verbal) and a service-oriented approach will also set you up for success.

Essential Requirements

• Demonstrated experience in the development of customer and service strategies and solutions.
• Demonstrated experience in Service Design, Design Thinking/Human Centered Design or an equivalent discipline.
• A Passionate, Curios leader who operates with autonomy
• Excellent verbal and written communication, including the ability to listen well and understand others’ needs
• Analytical mind set to make progress
• Proven record of success in managing strategic relationships in a complex and dynamic operating environment.
• Demonstrated commitment to continuous improvement in an environment focused on customer service.