Senior Service Designer

At Telstra, our purpose is to build a connected future so everyone can thrive. It’s a future that won’t happen on its own, it has to be designed and delivered — only Telstra can bring together all the parts to create it. And, this is where YOU come in, by playing your part in help our customers connect: faster, better, and smarter.

We fully embrace flexibility and choice at Telstra and it’s as unique as you. We believe every role can flex in some way and encourage you to work where, when, and how you are most engaged, safe, and productive. Talk to us about how a role could be flexible for you!

About the team

Our Consumer & Small Business (C&SB) team design digitally led propositions for customers and manage customer relationships with their superior sales and services capabilities to acquire new customers and grow Telstra’s base.

We’re uncomplicating the complicated so our customers can focus on the more important things in life.

Focus of the role

As a Senior Servcie Designer, you thrive on building a deep understanding of our customers and connecting with them to create the experiences that delight. You immerse yourself within Telstra’s Agile Ways of working to design product, processes, and services to enhance digital customer experience across the customer journey. Your ability to quickly understand, interpret and innovate or re-invent customer experiences is critical for us to deliver our service strategy.

Key Responsibilities

You apply your extensive experience and technical know-how around customer-centric products, processes, and services to deliver the following responsibilities:

• Conduct customer and stakeholder research to gather insights to prepare impactful customer journey maps, service blueprints and personas.
• Synthesise feedback into early-stage story boards and prototypes to help articulate great ideas and prioritise digital products and services that drive the right customer experiences.
• Design and develop purposeful experiences in response to customer feedback and in line with Telstra’s brand promise and service operation outcomes.
• Apply agile ways of working and design thinking techniques to experiment and incubate improvement initiatives that result in the right products, experiences, and solutions for customers.
• Authentically engage and collaborate with internal stakeholders across the enterprise to establish holistic and integrated service experiences and best practice processes.
• Apply your knowledge and expertise to guide and direct others to resolve complex customer problems and solutions.

To be successful in the role, you’ll bring skills and experience in:

• Agile methodologies / experience working in an agile team advantageous
• Strong track in record in Customer research and design
• Ability to distil complicated topics into language that anyone can understand
• Experience translating complex data into insights that have measurable impact on the product, business, and customer experience.
• Design process, strategy and thinking
• Human centred design practices (HCD)
• Influencer. Engaging and influencing diverse stakeholders
• Experience in a similar role, ideally in-house in a large corporate preferable