Senior Service Designer

About the Opportunity

The Senior Service Designer will create intuitive and compelling experiences for our customers across all channels. Leveraging customer-centric design methodologies, you’ll work with Designers, Product Leads and Business Stakeholders to guide the strategic direction of projects, surface customer needs, design and prototype solutions and test their success and customer impact.

This could be just the right role for you

As a key member of our team, you’ll be instrumental in further strengthening our design practice and culture, leading a diverse portfolio of projects. We’re seeking candidates who are natural collaborators, with a track record of leading service and/or product design projects, and an ability to drive cross-functional change. You’ll need exceptional written and verbal communication skills, as well as project management expertise, to ensure successful delivery of your initiatives.

Key Responsibilities include:

• Create and manage design project plans with confidence
• Collaborate with cross-functional teams to identify business and customer needs, translating learnings into actionable insights
• Research customer needs, market trends, experience improvement opportunities and innovation opportunities
• Leading customer research activities and projects including Interviews, contextual inquiry, focus groups and diary studies
• Facilitation and Delivery of cross company design sprints, ideation and customer journey mapping workshops and use a range of creative techniques to lead participants through a process that delivers additional value for projects – Lead activities to design, prototype, test and validate or pivot on customer, employee and partner experiences and concepts
• Teach others the value of Human Centred Design (HCD) and how they can apply components in their roles
• Support our design Leads in maintaining design guidelines, standards, and best practices to ensure consistency and quality across all design projects
• Keeping up with industry trends, tools and methods to enhance existing practice of Service and Product Design at RACV
• Support junior designers’ best practice and RACV’s Service Design approach

What you’ll need to be successful

• Minimum 4 years UX, Service Design, Product Design or Industry experience
• Relevant education in Design, Psychology, Social Science, Entrepreneurship, Business or another relevant field
• Excellent understanding and experienced application of HCD methodologies and activities including project scoping and design project planning, workshops facilitation, CX research, journey development, prototyping and testing
• Have a flair for facilitation and use a range of creative techniques to lead participants through a process that deliver additional value for projects
• Understanding and application of best practice customer experience, usability and accessibility standards