Service Designer

About the Opportunity

The Service Designer role 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.

You will leverage your human centred design skills to advocate and deliver design outcomes and adoptions. You have strong skills in qualitative and qualitative research system and strategic thinking, as well as stakeholder 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.

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 end to end design process.
• Facilitation and workshopping skills.
• Strong understanding of research methodologies.
•  Working within AGILE delivery teams and 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 to peers and senior stakeholders
• Degree in Psychology/Sociology/Design/Business/ or other relevant degrees
• Experience working at scale
• Great attention to detail
• Keen interest in CX and customer innovation Proven experience in the design and launch of new products/services and transformational projects
• Experience engaging and influencing senior stakeholders – both internal and external
• A combination of agency and in-house experience as a service designer will be an advantage
• Experience in delivering medium-large scale customer experience strategies, against which delivery has been successful.
• Proven experience in delivering executable plans 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.