Service Designer

The Senior Customer Experience Designer will joini a large local council and is responsible for supporting the delivery of programs and/or projects including Customer Experience Design activities that enable the delivery of high-quality innovative solutions and exceptional customer experiences. This role, will support activities that deliver on organisational strategy and uplift customer experience maturity for the whole organisation. The ultimate objective is to increase customer satisfaction and citizen trust.

The program will enhance the organisation’s understanding of customers, building empathy and connection. It will objectively review and constructively challenge existing operating models as well as proposed future state operating models. It will optimise customer journeys to better align them with customer needs and value as well as reducing cost-to-serve. The program will provide guidance on what good customer experience looks like and provide input into leadership program development, employee learning and development programs and cultural initiatives.

Responsibilities:

• Working with your team, plan and deliver program and project activities. This includes, but is not limited to, feasibility planning, writing briefs, scheduling and running project activities, and delivering project reporting and comprehensive evaluation of outcomes against agreed criteria to assess performance, demonstrate public value and undertake continuous improvement.
• Visually communicate complex concepts to key stakeholders, including crafting visual assets and models.
• Develop productive strategic relationships with project delivery partners and key stakeholders – internal and external – effectively negotiating and influencing outcomes aligned with strategic objectives.
• Coordinate with relevant program and project stakeholders and participants ensuring expectations are understood and agreed, the program is maintained, key milestones are met and that delivery and performance and financial targets are achieved from feasibility through to project closure.
• Regularly plan and seek feedback from team members and stakeholders (internal/external) on program and project delivery, evaluate and respond constructively to address issues and opportunities, including providing updates and feedback to the team to ensure high level performance.
• Build and maintain up-to-date knowledge of contemporary service design, customer experience design and human-centred design approaches and emerging trends and make recommendations to drive improved program outcomes.
• Plan, attend and present at internal and external presentations, forums and meetings to provide updates and communicate program and project information, as required.
• Work collaboratively with a range of teams across the City of Melbourne, and take a “knowledge transfer” approach to help accelerate and embed new ways of working across the organisation

Criteria:

• Demonstrated experience delivering human-centred design / customer experience design / service design work across a range of sectors and organisations. This includes planning, delivering and implementing design research, facilitation, insight synthesis, ideation, concept prototyping, service blueprinting and final output production.
• Ability to create a safe space to explore new ideas that respects diverse perspectives, engenders positivity and favours action-bias.
• Demonstrated experience using agile delivery methods to deliver projects, including the design of a project brief, use of visual management boards, and coordinating project reporting and evaluation.
• Strong oral communication and high-level written skills (including report writing, presentation, and negotiation skills) and the ability to communicate effectively with a broad range of stakeholders.
• High level experience in developing and maintaining relationships with key stakeholders at all levels and a sound understanding of stakeholder needs.
• Ability to be flexible and adaptable within a changing environment and delivering high quality outcomes.