Service Designer

About the role:

The Service Designer will play an important role in crafting service experiences that seamlessly cut across our channel ecosystem. Their role is to harness this whole ecosystem, understand how people move across services, design the connective tissue between them, and bring to life new service propositions for our customers, conscious of the backstage elements that bring to life the front stage experiences.

All of this will be done with a range of cross-functional teams, where the person will work closely with our Service Design team to collaborate with our Digital Delivery Team (consisting of product owners, UX’ers and developers), our Analytics Team and other key business functions (especially store operations, marketing and IT).

The Service Designer will be part of our Best Experience Program in the Service Design Team, within the Digital and Analytics Division, focused on our commercial customers (primarily tradies and builders, with some interesting organisational customers thrown in the mix).

We’re interested in hearing from an eclectic mixture of candidates, with a whole range of experiences, so if you have any of the following experiences, definitely get in touch:

• You are an out and out Service Designer, who started out on the design track at university and have lived and breathed the discipline since you’ve moved into the workforce, with a whole range of depth and breadth in your Service Design craft
• You were formerly known as a UX’er (and perhaps still are), who has built up a solid craft in that area, but have decided you want to broaden your expertise and taken a more holistic, channel agnostic view to the experiences you design
• Perhaps you have segued into Service Design (or now want to), with some great experience of working with businesses to bring to life new customer experiences, where you had had to grapple with redesigning structures, processes and/or operating models just to make things happen on the front stage
• Maybe you are just new to Service Design (and even new to your career), and want to really develop your Service Design craft in a great business that puts the customer first. If you have a passion for Service Design, a real commitment to developing your craft and a positive attitude, then there is space for you too. Don’t rule yourself out

As the Service Designer, you can expect to:

• Work with the team to re-imagine world class service experiences that span across our channels, from the digital and to the physical environment of our stores
• Design the necessary changes to a business’ operating model to activate and underpin a new service experience
• Bring to life new service propositions, moving from initial concept to prototyping through to full blown delivery
• Co-create and co-design with various teams across the business, where you might facilitate a session and guide the group to a desire outcome
• Get deep and personal with our customers, using a range of research techniques to really immerse yourself in their lives
• Use MVP and DVF thinking to find a solution that benefits both the customer and the organisation
• Guide the conversation through data driven insights, and establish advocacy for the customer to drive the best possible customer experience
• Pivot and fail fast, innovate and not be wedded to one way of working
• Participate in Agile process, principles and practices across the team and use techniques that increase transparency, collaboration and consistency

You’ll need:

• Strong understanding of service design, with experience of designing desirable service experiences
• Experience of designing the necessary changes to a business’ operating model in order to activate and underpin a new service experience
• Experience of bringing a new service proposition to life, moving from initial concept through to full blown delivery
• Strong influencing and communication skills with experience of bringing multiple teams and stakeholders on the ‘journey’
• Experience of leading teams on service design related work, with a style that inspires, supports and promotes high performance
• Ability to generate and work with quantitative data and qualitative insight to design service solutions and strategic propositions
• Strong facilitation skills, comfortable leading or supporting collaborative sessions with cross-functional working groups and customers
• Ideally, have experience of working collaboratively with data analysts, technologists, UX/UI designers and developers to bring service and product visions and strategies to life as digital outputs. This would be a massive bonus
• Prior experience of using the Scrum Agile framework to deliver programs of work.
• Visual design and communication skills
• Commercial awareness, with the ability to demonstrate ROI