Senior Service Designer

What to expect

Here at The Customer Experience Company we believe in making experiences better for everyone, including our team.

We value our people, create space for them to lead and innovate, and work within a flat and flexible workplace that empowers everyone to create change.

We believe that growth and learning is an on-going journey, and are always striving to collectively challenge and extend ourselves as individuals and a team.

Together, we make meaningful contribution to some of the most cutting-edge customer-centric transformation projects in the market, and have heaps of fun along the way too!

We’ve got an exciting road ahead. Join our team and help us shape the future, from home and from our design studio in Circular Quay with the backdrop of Sydney’s harbour.

Once you’re on our team, you will

• Lead projects across a range of service lines (or be motivated to upskill across service lines), including customer strategy, experience design (for employees and customers), convert designs to digital builds and culture change.
• Lead qualitative and quantitative research, and analysis of data to uncover insights and opportunities.
• Collaborate with clients to shape and drive fit-for-purpose customer and business outcomes
• Create Service Design outputs and use them to facilitate understanding and change within organisations.
• Craft and confidently present recommendations and deliverables to senior stakeholders and engage them in your outputs.
• Guide clients to design and/or deliver on concepts and recommendations that maximise customer benefit and organisational return on investment.
• Build and expand client relationships, innovation and growth of CEC.

The expertise we’re looking for

• An advanced understanding of CX, its value, and how Service Design is used to achieve change.
• Ideally have digital skills in: UX/UI, digital product design, detailed design etc.
• Have skills in structured problem solving and impactful communication.
• Have experience navigating and delivering in-house and client outcomes.
• Have led project teams and coached team members to become better communicators, problem solvers and team players.
• Have facilitated exploratory conversations and working sessions with clients as part of sales, project work and general relationship-building activity.

‍If your experience looks a little different from what we’ve identified here and you think the role is right for you, we’d love to learn more about you.

Your traits

‍If you have an entrepreneurial spirit, can navigate through ambiguity, are commercially minded and deeply care about putting people first, you’ll fit right in.

Project case studies and your portfolio

We’d love to see case studies of projects you’re proud of or a portfolio of solutions or experiences you’ve designed and implemented. If you’re contacted for an interview with one of our team members, please be ready to share or walk through some examples.

NB: CEC respects there may be projects in your portfolio that are confidential in nature and in these cases the process, details of your role, and any de-identified deliverables may be shared instead.

What’s in it for you?

• Purpose-driven work
• You’ll enjoy incredible exposure to a broad range of client types, working on complex and challenging problems with opportunities for high impact outcomes.

• Wellbeing initiatives
• We prioritise our people’s mental, emotional and physical well-being. We have Income Protection Insurance for every employee and provide access to confidential counselling sessions when you need it.

• Growth and Learning
• We emphasise personal and professional development and allocate a Coach to support your career progression, offer internal development opportunities and an annual learning budget to expand your skills.

• Variety of Leave types
• Our range of leave includes a chunk of Life Leave for all the moments that matter, ‘do good’ days, extended competitive parental leave benefits, flexible working & study arrangements, breathers between projects, and a cheeky day off for your birthday too!

• Hybrid Ways of Working
• We have a team philosophy of idea meritocracy, co-designed strategy and focus driven by OKRs. We are wired for flexible, hybrid ways of working. Alternate your time from home and from our award-winning design studio in Circular Quay that is stocked with monitors, snacks, games, and drinks (and sometimes the occasional visit from pets!)

• Connection and Celebrations
• We thrive in regular and meaningful team gatherings eg. end of project celebrations, birthday celebrations, end of month activities, and offsites to bring our team together – no matter where they are.

• Tenure & Referrals
• We offer generous paid bonuses for every referral made that joins our team and additional benefits for those who stay at CEC for many years to come.