The Digital CX & Strategy Team is committed to supporting the wider business to design and build desirable, feasible and viable customer experiences, as well as lead digital best practice using creative imagination and technical know-how.
The Service Designer will contribute to the discovery, design and elevation of our digital customers experiences pain points, opportunities and future state experiences.
This capability addition to the digital eco-system will be enhance how the Digital team and Suncorp Bank more broadly thinks about and applies customer centric design methodology
What You’ll Be Doing
- Contribute to the design of key customer experiences by working alongside multidisciplinary teams (e.g. digital customer distribution teams, product, legal etc), you will investigate and validate proposed solutions, focusing on digital capability and customer experience
- Create and maintain digital customer journey maps, service blueprints, personas and influence roadmaps and delivery pipeline
- Develop practices for re-use and digital capability growth. Including contributing to the CX and innovation Mastery Framework, Learnings library to increase customer centric design best practice
- Be actively involved in the discovery and validation of customer problems, testing of concepts, participating in and managing the testing and reporting of design concepts (prototypes)
- Support your leader and the Delivery Teams with reporting and monitoring of solutions, particularly digitally-led initiatives, while maintaining focus on the customer and alignment to the intent of the solution
What You’ll Bring To The Role
- Tertiary qualifications in Design, Business, ecommerce, information technology or related discipline – Desired
- Demonstrated experience in Business, UX Design, Experience Design, Design Thinking or related fields
- Professional experience in product or service design using HCD principles. Minimum 3 years+ – Mandatory
- Previous or current experience in Financial Services or in a similar role – Desirable
- Experience working with tools such as Figma, Miro and Analytics e.g. Adobe Analytics (Desirable)
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