Service Designer

ABOUT THE ROLE

This Melbourne based role reports into our client 4 days a week and works with the fantastic team at Thought Collaborative 1 day a week.

Main Deliverables

• Usability testing
• Prioritised backlog
• Blueprint Journey map

Delivery Stage
These projects came after conversations on what was being prioritised for quarterly workshops where teams align on what will be built.

Projects

• How do we optimise the conversion flow for the part of the digital experience that this team has control over?

The approach here will be one of expert reviews, usability testing and potentially identifying the current metrics that are captured and what we need to change. Optimising using AB Testing could be the next project.

• Integration of a product into another products journey?
• How do we segment our users by their needs?
• What assets & collateral need to change?
• What processes do we need to change?

This is about reviewing previous work in this space and determine what questions need answer to do some further primary research. It’s about identifying the areas of the journey that could change to accommodate new products.

Outcomes
Organised priorities (horizon 1 (quick wins), horizon 2, horizon 3) (working with a Commercialization Journey Expert that will be doing the business case).

Immediate changes to process

The quick wins must contains quick conversion flow wins to increase digital sales.

ABOUT YOUR SKILLS
For this role, we are after someone that has:

• 5+ years experience (2-3 years in Service Design, 2+ years in UX/Design roles
• Minimum 1 year experience working in the Insurance/Banking industry
• This position required full working rights in Australia
• Strong Stakeholder Management/ Collaboration Experience
• Interaction design skills (to mock-up concepts of what needs to be changed)
• Senior operators with service design skills
• Experience optimising flows (heuristic evaluation and usability testing)
• Someone that has had prior experience optimising digital sales flows on ecommerce experiences

Desirable skills and traits

• Someone who is not a purist, collaborative and coachable
• Someone who wants to be a part of the Thought Collaborative team and be a team player
• Someone who is a thought Leader who values design (active member of HCD community will be highly regarded)

BENEFITS & PERKS

• Work in a collaborative team who pride themselves on managing stakeholders flawlessly
• This opportunity has scope for growth and development
• Find yourself in a dynamic environment working on interesting challenges