Senior Service Designer

The Senior Service Designer will be working with our team to help re-imagine our in-store experience, with a focus that leans heavily towards our tradies. Our stores are such an important channel for these customers, and while our digital prowess is rapidly growing, its likely to remain that way for some time. You’ll be challenging our team and the business to think beyond the traditional supplier relationship (where we just supply materials and products) and consider the type of service experiences that will make a tradies life easier, simpler and faster.

About you:

The Senior Service Designer will join a team of eleven (and growing!) designers of various backgrounds and skillsets. We think of ourselves as the Avengers – all with an individual superpower that we combine to do some amazing stuff for our customers and the business. So, to build out our team even further, we’re looking for a Senior Service Designer with:

• Demonstrable experiences of designing experiences in physical environments – with the ability to prototype physical experiences and test new service concepts to help us bring to life and scale new service experiences. If this experience is in retail, then amazing, but not an absolute requirement.
• Design research expertise, with a strong ethnographic undertone – as these ethnographic methods will produce the gold dust we need. So having some demonstrable and solid experience in applying these more observational ways of generating insight will be invaluable.

These superpowers are important, but as a Senior in our team, we also expect a bit more from you. You’ve done some of the hard yards to build up your expertise so we’re looking to you to leverage that experience, as we’ll be looking to you to take responsibility for delivering components of our work and guiding others in our team with less experience or skills in your superpowers, so they do great work too. And this requires more than just technical skills. It requires:

• Taking responsibility for driving forward bodies of work that re-imagine world class customer experiences that span digital and physical, from initial discovery research to service concepts, all the way to full blown service delivery.
• Fosters and demonstrates inclusive behaviours within the team, encouraging diversity of thought alongside peers and team, collaborating, and working closely with other disciplines to ensure experiences are meeting business objectives and criteria.
• Tools of the trade including Sketch, Wireframing, Human Centred Design Thinking, Workshop Facilitation, Interactive Prototyping, Service design and customer blueprinting.