Senior Service Designer

As a Senior Service Designer you will contribute to a wide range of projects within a program stream from Discovery through to Delivery. In this role, you will sit within the store format team, you will focus on influencing and advocating human centred design mindset within the store format program of works, so that the tactical and strategic decision we are making exceeds team needs of our team and customers across the Endeavour Group; Dan Murphy’s, BWS, and ALH.

Working on transformational, multi-stakeholder strategic design projects, the successful candidate will bring their whole-system, design-thinking experience to drive significant changes to people, processes, technology, and infrastructure.

The Experience Design Practice considers both the customer and employee experience and uses customer-led design to solve complex issues while maintaining a holistic consideration of back-end systems, processes, and infrastructure that need to be modified or changed so that it will support the delivery of these services to customers. You will leverage your human centred design skills to advocate and deliver design outcomes and adoptions. You have strong skills in qualitative research, quantitatives, system and strategic thinking, as well as stakeholders management. Your insights and recommendations will support a range of strategic initiatives and prioritisation roadmaps.As a subject matter expert, you will be empathising not only with the end users, but also with the stakeholders, delivering great customer and team experiences, ensuring our propositions are brought to life, and championing a culture of experimentation.

Key Responsibilities:

• You will show people what the future holds, and bring them on a journey with you:
• Be an advocate for design culture and take the stakeholders on a journey. Ability in assessing the current landscape of the organisation, internal stakeholders and meeting them where they are at in their own journey to help them understand the value of design culture.
• Solve complex problems in the end-to-end service environment, holistically considering both the customer experience as well as the internal staff experience.
• Define and articulate the service vision and develop a holistic service blueprint for large transformation projects within various Endeavour Limited Group banners, across people (team), processes and technology.
• Translate business objectives into tactical service design outcomes, with recommendations for changes to people (team), processes, technology to improve the infrastructure that will support the delivery of the service.
• Conduct user research, help generate tangible insights and designs, prototypes and tests compelling concepts, services and solutions to deliver extraordinary service experiences.
• Work hand in hand with our interaction and experience designers to design the various service touchpoints that make up the overall experience.
• Lead and facilitate design and co-creation workshops and sprints.
• Present concepts to stakeholders and senior executives.
• Translate insights into service blueprint, concept designs and business recommendations.
• Facilitate the stakeholder’s service/product vision by researching, conceiving, sketching, prototyping and user-testing experiences for digital products.
• Take a user-centred design approach and rapidly test and iterate your designs.

About You

• At least 3 years’ experience working as a service designer for large scale experiences
• Understanding of the end to end design process.
• Facilitation and workshopping skills.
• Strong understanding of research methodologies.
• Working within AGILE delivery teams and methodologies.
• Data-driven in your approach.
• Demonstrated work in the area of Innovation or technology
• Experience presenting and communicating designs and research and design milestones – peers and senior stakeholders
• Degree in Psychology/Sociology/Design/Business/ or other relevant degrees