Service Designer

As a Service Designer focussed on Federal Government clients, you will work in collaboration with cross-functional teams, on projects to create meaningful and impactful solutions. You are an eclectic thinker who can balance multiple considerations simultaneously – changing technologies, customer insights, changing legislative and policy landscapes and reform agendas– to identify new opportunities for our clients.

Customer Experience & Innovation practitioners at Publicis Sapient design and enable innovative and truly connected outcomes for organisations and their customers. You will be well versed in ‘design thinking’ and ‘systems thinking’, and the application of these techniques to uncover, identify and understand customer interests, motivations and behaviours, then work iteratively and collaboratively towards experiences that meet these customer needs. You will use these techniques to help map out the customer experience and the business capabilities required to deliver it; and use design research to iteratively test hypotheses underpinning the new experience as it evolves towards launch and beyond.

You will participate in all phases of design and strategy – from research and context framing to value proposition development, defining customer journeys, service blueprints and roadmaps and backlog creation through to supporting delivery of the experience vision and strategy into detailed design and delivery through ongoing consultation.

Your impact 

• You apply the tools and principles of customer experience strategy and service design to help our clients develop strategies that maximize value both for their customers and their organisation
• Digital strategy: You help clients understand their customers by defining and applying the right research methods, stakeholder co-creation approaches and workshops, derive meaningful insight, define strategic objectives for experience, identify and prioritize opportunities, and establish metrics to the track success and business impact of digital experiences
• You facilitate the creation of strategic artefacts to help clients understand experience components from a customer-experience perspective: e.g., personas, as-is and future state customer journeys, value propositions and service blueprints working with product, technology, data and strategy colleagues to create holistic future state experiences that seamlessly connect customer needs across touchpoints and digital and non digital interactions through to the back end systems and processes that enable them.
• You keep up with current digital trends and technologies, consulting clients on content/experience strategy topics such as data-driven personalization, AI-powered content and marketing automation
• You develop new techniques and approaches, then collate and share expertise across the strategy discipline in order to help build the company’s collective capability

Your Skills & Experience

• Prior experience in public sector, government or higher education clients is essential.
• An outstanding portfolio of work demonstrating strong customer insight- across a diverse range of experience strategy and service design projects with a focus on the public sector.
• Experience working collaboratively with colleagues and clients in a variety of different ways – flying solo, as part of an “consultancy” team, co-working with the client in “agile” teams.
• A mindset that’s open to change and to challenge – you need to be curious, consultative, self-starting, collaborative, empathetic, helpful, not prepared to settle for ‘that’ll do’, resilient, and eager to learn.
• You are commercially minded; you can identify and pursue new opportunities to bring value to client engagements.
• You are able to see the big picture and zoom in on the details to impactful moments of the customer experience.
• You champion the customer and evidence-based insight.
• You display empathy, intellectual curiosity and openness to learn about new industries, new fields, new disciplines and are excited by change and learning.
• You are passionate about delivering meaningful experiences which positively impact the lives of our clients’ customer.

Qualities that set you apart

• Experience working in an Agile environment with cross-functional product teams (Engineering, Product and Experience) i.e., Scrum or Product Owner Certification.
• You are excited by the potential to combine practices of behavioural science with design and have prior experience designing with AI e.g. Anticipatory or cognitive experiences.
• Experience working in innovation incubation or cross-departmental teams.