Service Designer

The Service Designer role is focussed on delivering experience blueprints across our business to improve the customer journey across all channels, including contact centres, retail and digital, all the while achieving business outcomes.

The Channel Experience & Design team is a place where forward thinking, passionate and creative individuals come together to create an omni-channel service experience for our customers. Our organisation is currently undergoing a rapid transformation and the goal is to provide a frictionless channel experience.

Core responsibilities:

• Translating data into meaningful insights and the ability to clearly communicate a meaningful service design
• Consulting with stakeholders to synthesising findings and translate them into current experience design blueprints
• Identifying pain points and opportunities to develop future service blueprints
• Understanding the importance of creating Omni-channel service models and designing and executing service journeys
• Co-designing and documenting the desired service experiences across all channels – voice, digital and offline
• Working closely with the CX and Human Centred Design teams to create design brilliant experiences
• Getting the service journey fundamentals (basics) right – discovering, documenting and sharing
• Balancing business and customer demand to drive mutually beneficial outcomes
• Identifying game-changing opportunities to improve the omni-channel customer experience
• Interpret and communicate complex journeys and technical solutions into easily digestible stories
• Iterate and develop the service interaction guidelines

Required experience:

• Significant professional experience in Service Design or CX
• Customer care or Retail CX experience a big plus
• Tertiary qualification in Marketing or Business discipline
• Solid understanding of Digital UX development and performance
• Experience in Service Design (operational & digital) and Human Centre Design thinking practice implementation
• Strong Design practice gained through experience within a large corporate within Financial Services, Telco, Digital brands or Customer Service industries
• Advanced stakeholder management, interpersonal, relationship building and negotiation skills
• Solid knowledge/experience using service design tools and practices, such as ability to lead co-design activities, customer journey mapping, blueprint creation and user testing
• Experience working with operations, developers, product owners, go to market and execution teams to support bringing experiences to life
• Knowledge and understanding of the broad range of issues impacting the telecommunications industry (desired however not mandatory)
• Ability to make tough decisions, to quickly analyse a problem or opportunity and identify and implement a solution
• Excellent analytical and reporting skills, attention to detail & the ability to meet strict deadlines under pressure

Nice to have:

• Sound product knowledge of Optus services and systems
• Experience of working in a dynamic and ever-changing environment that has unpredictable demand volumes