Service Designer

About the job

• Be part of Australia’s fastest growing and largest consumer electronics retailing group – over 200 stores and 12,500 employees
• Generous employee discounts available across JB Hi-Fi and The Good Guys
• Flexible working available

Your role as a Service Designer will see you working within one of the most successful retail organisations in the country, building an understanding of the business of retail and turning this understanding into experiences that support our customers, staff, and partners throughout the product lifecycle; offering and research, selling and buying, fulfilling and receiving, and enquiry and support.

As the first Service Design hire for JB Hi-Fi you’ll help establish the role to develop a more systems led approach to augment our current Experience Design capability. This role introduces a greater focus on facilitation, systems thinking, and service mapping. Our work practice remains very grounded in pragmatic execution, so you’ll be responsible for bringing the team from discovery and higher level understanding all the way through to turning insights into real experiences. At JB there are no perfect white papers or beautiful blueprint handoffs, you will remain with the work through to iteration in the real world.

Your key challenge will be to integrate Service Design techniques into the enterprise agile workflow of the squad. This will require the confidence and flexibility to be comfortable with the ‘just enough’ approach that has enabled JB Hi-Fi’s ongoing success in the competitive world of Australian in-store and online retail.

You will thrive on the opportunity to embrace uncertainty and challenge strongly held assumptions. You’ll hypothesise, prototype, test and execute solutions to unique human, business and technical problems. You should relish the chance to promote, explore, and realise new and unexpected ideas within the retail sector through human centred design practice.

You will also be an active part of the ongoing effort to promote the importance and value of Human-Centred Design within our organisation.

About us

With over 200 stores and over 12,500 team members across Australia and New Zealand, JB Hi-Fi is one of Australasia’s largest and most trusted retailers. Specialising in consumer electronics, home entertainment, small appliances and white goods, JB Hi-Fi strives to deliver the most extensive range, cheapest prices and genuine service to customers every day.

The heart of our business is our people and we are proud of a culture that fosters teamwork, nurtures talent, encourages individuality and embraces diversity.

Benefits

• Modern office – coffee machines, large kitchen areas, food vending machines
• Close to public transport (500m from Flinders Street Station)
• Competitive salary package
• 6 weeks paid maternity leave
• …and we’ll also match every dollar you donate to our Helping Hands workplace giving program

Desired Skills and Experience

• 5+ years experience in Service Design or User Experience with experience working agile and project teams
• Solid portfolio of Service Design work
• Bachelors degree or equivalent training and experience in a recognised Human-Centred Design or related field, or equivalent experience
• Strong background in Human-Centred Design
• Strong knowledge of Service Design and UX methodologies and research methods
• Ability to break down complex problems into actionable insight and simple prototype solutions that can be built, tested and iterated
• Ability to lead co-design workshops
• Low to mid fidelity concept and prototyping skills
• Outstanding oral and written communication skills
• Applied understanding of HCD methods, ethnographic research and ability to synthesise qualitative and quantitative data into actionable insights and effective enterprise level design tools and frameworks
• Strong background in design hypothesis, mapping and evaluation of success metrics
• Extensive knowledge of current service design tools and methodologies, and digital technologies and their application
• Specialised design skills in an area of digital design including visual design, interface design, user experience, interaction design, information architecture or similar
• Proven ability to work in cross-disciplinary teams within an agile framework
• High level of experience articulating complex solutions clearly to team members, and stakeholders
• Ability to embrace ambiguity and to thrive within a multidisciplinary environment and deliver innovative outcomes, iteratively within short timeframes
• Highly resilient and adaptable and excited by a dynamic and fast paced environment
• Help translate high-level requirements and desired business outcomes into design principles, flows and artefacts to deliver high quality experiences
• Ability to collaborate and influence a range of audiences by clearly articulating insights, vision and design recommendations through a cogent and persuasive rationale
• Some exposure to the retail industry is a bonus, although not mandatory Strong user interface and responsive design skills