CX & Service Designer

You will be the lead Service Designer and have an excellent understanding of Design principles and ability to apply these methodologies to different problem statements. You will be naturally customer obsessed, wanting to drive excellent customer experiences and be the customer’s voice in a cross functional stakeholder room. The ideal candidate will be able to synthesise complex pieces of information, translate it into design artefacts and articulate the how, why to the business. The role will work closely with other product managers to ensure key outcomes are delivered.

Responsibilities

The role responsibilities include but are not limited to:.

• Designing and delivering end-to-end Customer Journeys, Concepts, Prototypes, Service Designs, Personas and Customer Value Proposition Canvases
• Facilitating workshops with cross functional stakeholders such as product, operations, frontline, digital, technology and more, to gather the right information for journey design and customer breakpoint analysis, and run Ideation sessions.
• Supporting/leading customer focus groups to gather insights from customers directly.
• Conducting research activities to identify customer insights outside of stakeholder interviews and embedding in the journey design process.
• Working collaboratively with other Product managers in the team to apply the process and methodology to identify right CX improvement opportunities and support the prioritisation of initiatives.
• Being able to manage stakeholders and articulate both customer insights and the intent of an experience effectively.
• Communicating the final journey artefacts back to key stakeholders by linking in the problem statement, current state and future state designs.
• Working with program/project stakeholders to progress the designs through to implementation.

What’s in it for me?
You’ll play a significant part of the future of a business that has been around for 200 years. Our purpose is helping Australians succeed. So, we’ll back you in the development of your career, internal career prospects, and flexible working. You’ll also keep learning to grown, backed by a fantastic team of people with a can-do, supportive structure.

What do I need?

We are looking for a talented person who demonstrates:

• Experience in driving excellence in customer research and human-centred design, or related fields
• Successfully achieved outcomes for a business by integrating HCD into the problem solving phase.
• Collaborated with cross functional teams to deliver design artefacts from Discovery through to Ideation phase.
• Experience in designing, conducting, and guiding customer research activities, from focus groups to one-on-one interviews, research, and behavioural analysis
• Experience using journey mapping tools
• Experience in financial services is desirable
• Ability to clearly articulate problem statement and present the final designs back to cross functional stakeholder group.
• Ability to work in complex environments and large programs
• Have a customer obsessed mindset and ability to inspire others to follow suit.
• Be autonomous in managing your time ensuring any broader project dependencies are taken into consideration.