Service Designer

The opportunity

The Service Designer will partner cross functionality to embed customer experience best practice in product and service development, improvement programs, and associated operational processes. The Service Designer is a customer champion and expert in the practical application of a range of methodologies and tools to identify, measure and resolve customer needs and pain points across the end-to-end customer lifecycle. The Service Designer will lead by example and/or coach others in how to facilitate and collate inputs into service blueprints and highlight priority gaps to be addressed, to meet customer experience standards and achieve target outcomes.

Responsibilities

• Develop and maintain a CX toolkit consisting of key artefacts such as service blueprint templates and customer journey maps
• Support the application of CX methodologies and tools across people and process
• Undertake gap analysis and facilitate cross-functional workshops to support with the identification of gaps and opportunities against customer experience standards, to drive incremental improvements as measured by NPS, tNPS and other customer satisfaction measures
• Highlight priority customer needs and pain points and drive buy-in through to the prioritisation of improvements by appropriate delivery functions
• Coach others in the planning, design and facilitation of workshops, and the use of contemporary tools for efficient documentation of workshop inputs and outputs
• Partner with customer insight specialists and create connected environments with those who are accountable for product and service development or improvement program outcomes, to enable the sharing of relevant data and insights
• Provide visibility and maintain a customer experience improvement backlog, linked to customer journey maps, to enable impact assessments and prioritisation
• Conduct customer research and hypothesis testing in partnership with stakeholders

Required knowledge and experience

• Experience in a fast-paced service industry or organisation that is highly complex with rapid change
• Strong communication and proven facilitation skills across large cross-functional teams
• Experience in applying CX methodologies and tools that result in tangible actions and outcomes
• Experience in customer centric design including conducting customer research and/or partnering with agencies
• Experience driving engagement and buy-in in a complex stakeholder environment with competing priorities
• Creative problem solving and analytical skills with consideration across customer, people, process and system
• Proven experience of data driven decision making to achieve targets and KPIs
• Design Thinking or HCD certified is desirable
• Experience in an agile or digital transformation environment would be desirable but not essential
• Degree qualified in business or marketing would be desirable but not essential