Retail
Service Designer
Archived
Full Time
Wesfarmers
We are looking for the brightest data, digital and tech talent in the industry to join us to build a revolutionary data and digital ecosystem from the ground up. It’ll be transformational work that will drive change across the industries we operate in.
What you will be doing:
- Engage with internal and external stakeholders in the design of the new systems and platforms.
- Help business stakeholders detail their requirements and interpret these into effective and clear CX briefs.
- Conducting customer workshops, user research to identify problem statements.
- Coordinate customer insights and recommendations to design a customer centric product across the customer squads.
- Explore and implement new methods of interaction with customers whilst maintaining/improving appropriate customer satisfaction metrics.
- Run Service Design workshops and innovation sessions.
- Deliver a roadmap of initiatives in-line with strategic goals.
- Manage pipeline for new requests from business stakeholder.
- Key contact between CX and product management/ development.
- Influence CX improvements across the business.
- Execute CX assessments and gap analyses.
- Ensure delivered projects meet user acceptance criteria.
- Plan and run customer research – contextual enquiries, diary studies, interviews, user testing.
- Work with wider team to capture data to drive personalisation and loyalty.
- Capture new stakeholder requests and channel them into the CX roadmap process.
What you will need:
- At least 5 years’ experience working for an online business channel.
- Managed CX programmes and teams for at least 2 years.
- Thorough knowledge of UX and CX principles and their application.
- Experience using web analytics software.
- Experience in designing prototypes and flows with sketch, figma.
- Familiar with Agile and Iterative Development.
Nice to haves:
- Bachelor’s degree in Psychology or behavioural science or equivalent.
- UX/CX education as part of a degree or as separate course work
Location
Melbourne, VIC
Type
Full Time
Industry
Retail
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