Senior Service Designer

We’re in the process of building a new Telstra through continuous, innovative change in our technology, operations, brand and culture. Know more how you can contribute to this change as a Senior Service Designer.

Discover new ways of working
To accelerate our transformation at Telstra, to become the telco of the future, we are boldly disrupting and simplifying the way we work to deliver brilliant experiences for our customers. For you, that means exciting opportunities to be part of our agile journey at Telstra.

Our team span from, creatives, strategists, production, and subject matter experts who work on some of the most exciting projects our business can offer. You could transform the way a function operates or how our people engage with our customers. Maybe you’re helping to design revolutionary self-service eCommerce platform but one thing’s for sure, wherever you’re based, you’ll add to projects that transform peoples’ lives and do work that improves the customer experience.

As a Senior Service Designer you will be immersed within Telstra’s Agile Ways of working to design product, processes and services to enhance digital customer experience across the customer journey.

This role is critical to help us achieve our vision to deliver world class customer experience by ensuring we connect with customers to research their needs, gather insights and create customer journeys’ that drive the right experiences

Key Responsibilities

• Develop user interfaces in response to stakeholder feedback to align customer interactions with Telstra’s brand promise
• Conduct customer research and internal stakeholder interviews, testing wireframes and prototypes
• Synthesise customer feedback into early stage customer story boards and concepts to help prioritise digital products, programs and services
• Develop ongoing improvement initiatives to re-invent consumer and small business customer experiences
• Articulate customer experience design concepts and insights with stakeholders in the development and design of customer led products and solutions

Qualifications:

• Previous experience in delivering design outcomes based on human needs is essential
• Experience in effective Service Design (and can provide a portfolio of previous work) is required
• Proven experience in the design and launch of new products/services and transformational projects (and can provide a portfolio of previous work) is beneficial
• Engaging and influencing senior stakeholders – both internal and external.
• Experience in delivering medium-large scale customer experience strategies, against which delivery has been successful
• Experience in the Telecommunications or ICT industry considered an advantage
• Strong business acumen, and experience particularly in a sales and service focused retail environment
• A solid understanding of customer experience fundamentals and Telstra’s wider customer strategy considered an advantage

If you’re looking for the platform to evolve and develop your career, we want to hear from you!

We’ll provide you the opportunity to drive your own success and shape your ongoing career development within this exciting area of our business.

So what are you waiting for? It’s time to connect to a future created by you.

We’re committed to building a diverse and inclusive workforce. To enable everyone to participate, we’ve developed an ‘All Roles Flex’ policy to consider flexible ways of working for every role. To learn more, visit tel.st/ allrolesflex