Service Designer

We are a passionate team of values driven designers and researchers. We care about creating customer centered change for prospective and current students, staff, and alumni, in the complex landscape of one of Melbourne’s largest dual-sector universities.

We are an inclusive, collaborative, and supportive team who love what we do. Through our work we bring together people, data, human experiences, and creativity to challenge mindsets and create change of big and small scale at RMIT.

We believe in doing good, impactful work, following through on our research by bringing findings to life with design thinking led action, all while maintaining our work life balance.

Our values as the CX team are: curiosity, people centricity, agility, and integrity. We live these through how we work with each other and stakeholders across the business, in our research through sharing authentic and provocative findings, and our flexible ways of working.

About the role

This role is a key member of the Customer Experience Capability team driving the creation and delivery of seamless customer experiences across all stages and touchpoints in the customer lifecycle. Helping the University grow customer satisfaction, increase efficiency of systems and operations and drive profitability.

In order to do this Service Designers work on projects across the entire customer lifecycle at RMIT and works closely with colleagues in UX, UI and Accessibility, across the Experience Function, and RMIT to deliver. This role will be an active part of unpacking complex systemic challenges, researching new customer segments, advocating for the customer (staff and student), and customer centric change across the university.

As part of the International & Engagement Portfolio, the role sits within the Experience Function spear-headed by our Chief Experience Officer. The function is responsible for Global Marketing, Brand management, Digital and CX, Student Recruitment and Admissions, Market Intelligence and Propositions (product and pricing strategy) and Alumni.

About You

• Collaborative and passionate about co-designing solutions to big and small challenges.
• Value creating impactful change from organizational wide initiatives to incremental improvement.
• Love getting your hands dirty and getting stuck into complex research and service design projects.
• Comfortable working with and influencing stakeholders from many different roles and mindsets on cross-functional projects
• Enjoy working with a diverse, inclusive, and people focused team.
• Passionate about seeing projects through and championing insights into action.
• Flexibility in balancing multiple projects, priorities, and stakeholders
• Care about creating a better world through equitable access to education.

To be successful in this position, you’ll have as a minimum:

• Education – Bachelor’s or master’s degree in Service Design, Human Centred, User Experience (UX) Design, Interaction Design, and related fields, or equivalent on the job experience.
• Work experience – Three or more years experience as part of a service design or Customer Experience team, or related role.
• Customer-centric Design – Ability to employ human-centred design and design thinking methodologies to create customer experiences that are sensitive to customer needs, pain points, and behaviours to optimise user satisfaction and engagement.
• Collaboration – comfortably collaborate with cross-functional team members from within and outside of CX and Experience to actively drive a culture of design thinking and customer-centricity across the organisation.
• Driving Improvement – through the ongoing refinement of customer journeys and business processes. This is informed by discovery research, voice of customer feedback, data analysis, and emerging trends, leading to actionable improvements that elevate the customer experience and operational effectiveness.
• Proficiency in design and prototyping tools such as Adobe creative suite, Miro, Figma, and similar software.
• Excellent communication skills in producing and sharing findings through compelling artefacts such as service blueprints, journey maps, research reports, data visualization, and personas.