Service Designer

Your key responsibilities will be to identify improvement opportunities that will enhance the consistency of Member and Customer experience across the Membership & Motoring Unit and the wider NRMA Group businesses. This will be achieved by the following pillars:

1. Embed customer centric service and process design

• Establish a company-wide customer centric op model to enable end to end approach for projects and initiatives

• Champion a continuous improvement culture across the NRMA and empower different functional units to run their own improvement initiatives.

• Conducting internal end to end reviews to identify opportunities to remove waste and non-value add activities to establish operational processes and ensure that identified business improvement opportunities are developed

• Work with the wider NRMA Group to identify and prioritise experience and process improvement opportunities to deliver growth

• Lead the design of customer facing and employee processes to deliver efficiencies and business growth

• Review, analyze and measure current state processes to understand root cause to customer or performance issues

• Coach cross functional business units to create a high performance, engaged, customer-centric culture

2. Improve Member and Customer outcomes through leading experience and process design initiatives

• Maintaining and improving the corrective action system, to ensure customer issues highlighted by our frontline teams are captured, preventative and corrective actions are identified and implemented effectively.

• Work closely with Consumer Insights team to analyse satisfaction surveys and industry benchmarking data to identify and prioritise areas where our Customer Service and process design opportunities are.

• Work with department leaders to provide advice and assistance to business leaders and service champions to help them identify & deliver great Member and customer experiences and business outcomes by improving efficiency

• Maintain and report on the progress of the service improvements identified and resolved on a monthly basis.

Essential Requirements for the Role 

• You will drive experience and process excellence improving the way we deliver value to our Members and customers

• You will demonstrate experience and knowledge with design and process improvement (2+ years) in a customer/ member organisation

• Lean six sigma trained or experience (2+ years) is highly desirable

• Experience in digital and customer centred design (2+ years)

• You are able to demonstration previous successes in growing customer satisfaction and driving a customer centric culture.

• You have a proactive and dynamic approach in challenging existing process, with the ability to influence and coach at all levels of the organisation from frontline to senior executives to achieve desired change.

• Proven stakeholder management including the ability to communicate your findings in a meaningful and engaging way.