Service Designer

About the Role

The primary objective of the Service Designer is to put our customers at the core of everything we do whilst balancing the best interests and outcomes of SA. This role will work to understand business requirements and any technical or policy limitations, taking concepts forward and working together with the business, product owners, customers and vendors. The Service Designer will design and implement services, policies and procedures in support of becoming a customer-centric and performance-focused business.

This role requires a passion for identifying opportunities for business improvement, developing targeted solutions and delivering innovative outcomes for our internal and external customers.

Key Responsibilities

• Develop and design innovative solutions across experience, service, policies and products to improve and enhance the perceptions and experiences of customers
• Discern the needs of all customers and thoroughly understand the service propositions of SA
• Co-create possible solutions or improvements by collaborating with product owners, internal and external customers
• Plan and implement solutions that guide customer journey and customer experience satisfaction, and maintain a balance between customers, business and technology
• Design and deliver user stories, user journeys, and mock-ups, and translate concepts into service flows, prototypes and user interfaces that lead to intuitive user experiences
• Use customer insight and journey mapping to support the continuous improvement and co-creation of experience, services, policies and processes
• Make strategic design and user-experience recommendations related to core, and new functions and features from a position of best practice
• Take a user-centred design approach and rapidly test and iterate your designs
• Design and facilitate workshops & usability testing involving a broad range of internal or external customers to ensure end-to-end customer experience and service design meets requirements
• Liaise professionally with diverse groups including Executive Team, Senior Leadership Team, Senior Management and other internal and external customers
• Champion customer excellence and service design, by coaching and collaborating across the business to engage, educate and support others
• Act as a thought leader, mentor to drive change in a complex environment

What are we looking for?

• Bachelor’s degree in related field or equivalent work experience
• Experience in the development and implementation of strategic service design
• Thorough understanding of service design process & activities, and significant experience in applying human-centred design thinking
• Demonstrated ability to lead work with colleagues to deliver high-quality outputs
• Proficient in Microsoft Windows and other computer applications and technology relating to all relevant fields
• Results-oriented with high attention to detail

Working for Standards Australia

Integrity, Courage, Accountability, Respect and Excellence form the basis of all we do. We measure our success not only on the outcomes but on the path we took to get there. We offer a flexible and positive environment where individual and team efforts are recognized and rewarded. The company is committed to a workplace which supports equal employment opportunities.