Service Designer

About the Opportunity

A service designer will focus on designing the end-to-end sales and service experiences that exceed customer and team needs across multiple touchpoints. Working on transformational, multi-stakeholder and multi-channel strategic design projects, the successful candidate will bring their whole-system, design-thinking experience to drive significant changes to people, processes, technology, and infrastructure. The Experience Design chapter considers both the customer and employee experience and uses customer-led design to solve complex issues while maintaining a holistic consideration of back-end systems, processes, and infrastructure that need to be modified or changed so that it will support the delivery of these services to customers.

You will leverage your human centred design skills to advocate and deliver design outcomes and adoptions. You have strong skills in qualitative research, quantitatives, system and strategic thinking, as well as stakeholders management. Your insights and recommendations will support a range of strategic initiatives and prioritisation roadmaps.

As a subject matter expert, you will be empathising not only with the end users, but also with the stakeholders, delivering great customer and team experiences, ensuring our propositions are brought to life, and championing a culture of experimentation.

You will start with exploring the type of customers we are designing for in the hospitality and entertainment industry, understanding their current experience and journey, as well as mapping the system that we currently have in place to serve these customers, so we can identify the gaps and therefore better experience for them and our team.

People are special at Endeavour because

• We love our customers – We understand what our customers want, spend time directly with them and know the customer benefit of every action we take.
• We are deeply competitive – We treat every day as a new opportunity to win together.
• Every cent counts – We take personal responsibility for costs, for sales, our stores, our reputation and our colleagues.
• We move first, we move fast, we are bold – We seize the initiative and take the lead for the longer term benefit of Endeavour Group.
• We always do the right thing – For each other, for our suppliers, our communities and our customers.
• We never stop learning – We take personal responsibility to improve  and develop ourselves and each other.

Responsibilities:

You will show people what the future holds, and bring them on a journey with you:

• Be an advocate for design culture and take the stakeholders on a journey. Ability in assessing the current landscape of the organisation, internal stakeholders and meeting them where they are at in their own journey to help them understand the value of design culture.
• Solve complex problems in the end-to-end service environment, holistically considering both the customer experience as well as the internal staff experience.
• Define and articulate the service vision and develop a holistic service blueprint for large transformation projects within various Endeavour Limited Group banners, across people (team), processes and technology.
• Translate business objectives into tactical service design outcomes, with recommendations for changes to people (team), processes, technology to improve the infrastructure that will support the delivery of the service.
• Conduct user research, help generate tangible insights and designs, prototypes and tests compelling concepts, services and solutions to deliver extraordinary service experiences.
• Work hand in hand with our interaction and experience designers to design the various service touchpoints that make up the overall experience.
• Lead and facilitate design and co-creation workshops and sprints.
• Present concepts to stakeholders and senior executives.
• Translate insights into service blueprint, concept designs and business recommendations.
• Facilitate the stakeholder’s service/product vision by researching, conceiving, sketching, prototyping and user-testing experiences for digital products.
• Take a user-centred design approach and rapidly test and iterate your designs.

About You

• You are a natural collaborator, adapting your approach to managing and leading for each initiative. Always a supportive colleague to those around you, you pitch in when they need a hand, leaning in and building trust.
• Your ability to quickly understand and synthesise information (including qualitative data, feedback, desktop research) to make considered recommendations to achieve goals is impressive. You have a natural flair for engagement, at the right place and time, including online. You report the insights that matter.
• At least 3 years’ experience working as a service designer for large scale experiences
• Understanding of the end to end design process.
• Facilitation and workshopping skills.
• Strong understanding of research methodologies.
• Experience in designing and conducting qualitative and quantitative research.
• Data-driven in your approach.
• Demonstrated work in the area of Innovation or technology.
• Experience presenting and communicating designs and research and design milestones – peers and senior stakeholders.
• Degree in Psychology/Sociology/Design/Business/ or other relevant degrees.
• Great attention to detail.
• Keen interest in HCD, strategic design, and innovation.
• Proven experience in the design and launch of new products/services and transformational projects.
• Experience in delivering medium-large scale customer experience strategies, against which delivery has been successful.
• Solid experience in developing customer experience strategies and frameworks.
• Proven consultation, communication and negotiation skills with senior management, decision-makers and key stakeholders.
• Understanding of Lean startup and Agile methodology will be an advantage.