Service Designer

About your role

In your role as a Service Designer at Cbus you  will support business initiatives across research, service design, and human-centred design. This role facilitates the design of Member Experiences for end-to-end journeys with all levels of the organisation focussed on targeted opportunities to improve the Service Experience for Members and other channel partners, increase productivity and organic growth.

Initially this is a 12 month maximum term contract role that will see you working closely with the member and employer servicing channels, this role leads and facilitates design sprints to identify complex problems and translate concepts into designs to recommend changes that can be rapidly tested within the service channels to ensure desired outcomes achieved effectively.

Your role will involve research with members and channel partners using quantitative and qualitative research techniques including surveys, observational studies, customer interviews, and other forms to uncover insights, learn about needs, expectations and verify design concepts.

You will develop journey maps and service blueprints to outline current and future state of the Member and channel partner Experience. Influence and input to identify opportunities for Service Experience optimisations and transformations. Your role will include making future-state concepts for Member Experience tangible through storytelling and rapid prototyping methods, ranging from paper sketching to digital prototyping.

To be successful you will possess 5+ years demonstrated and proven experience in a Design, Customer Experience, Strategic Design, Service Design or Human-Centered Designer role  within member/customer or employee experience projects. You will have exceptional experience facilitating cross-functional design sessions, building and delivering customer journeys/service blueprints and prototypes that enable rapid testing for effectiveness and supporting the execution of service delivery.

As an individual you will be passionate about what you do, love being part of a fun, collaborative and supportive team and enjoy being part of an organisation with a clear purpose.