Lead Service Designer

About the Role;
A successful Lead Service Designer at WooliesX is a multi-talented team player who advocates UCD. Uses insights to inform design decisions and identifies tactical and strategic opportunities. Enjoys conceptualising and innovating desirable solutions that will drive value to our customers and the business.

The Lead Service Designer is responsible for innovative & informative information organisation structures, service blueprints, detailed customer journeys, eliciting customer insights, usability studies and validating design hypotheses in a Lean UX and Agile environment.

The Lead Service Designer works as a chief customer advocate across the business.

This newly established role will initially work with a small core team to engage business leaders and teams across the Woolworths business to flesh out next-generation Digital and eCom experiences powered by technology platforms to future-proof and scale our businesses.

Key Priorities for the role
The Lead Service Designer will be responsible for the following specialities:

• Applies knowledge of design principles of Human Centred Design /customer experience design approaches and frameworks to articulate service ecosystem requirements.
• Skilled at planning and executing through the design process to test and deliver relevant design solutions for a range of customers and stakeholders.
• Promotes design thinking to facilitate a cultural shift in solution and strategy creation methodology.
• Designs for complex cross-platform services.
• Communicates effectively and professionally with internal team and stakeholders throughout the design process
• Understanding impacts, including people, processes and product, ensuring design solutions meet organisational feasibility and commercial viability.
• Positively influences stakeholder outcomes.
• Ability to rapidly understand the competitive domestic market and international influences and impact on the Woolworths group.
• Create immersive, cohesive, beautifully articulated customer journeys that identify the customer’s pain points and behaviours to identify tactical and strategic opportunities that will not only baseline a solid end-to-end experience but also drive innovation and delight.
• Be a guardian of the all-rounded user experience.
• Facilitation of workshops and collaborative design sessions to bring everyone along on the journey.
• You’re an SME in the Service Design space. You’re a champion of your craft, and you’re well-versed in mentoring designers and service teams in ‘Woolies ways of working’ that will align teams to drive consistency & governance.

About You

• You’re passionate about business operations and portfolio management with a strong interest in Agile ways of working.  Enjoy analysing data and developing reports or communications to support the business to have single line of sight and up to date data to be used for decision making.
• You have strong stakeholder management skills and can translate complex dialogue into easier to digest communications and enjoy working with a variety of stakeholders in both technical and business domains.
• You’re driven by a customer mission and passionate about being part of a team of great people. Whatever you love – you’re active in the community that sits around it.
• You orient around doing what’s meaningful, purposeful and delivers value.
• You’re curious and empathetic, with an eye for the bigger picture. You deal with complexity by collaborating with colleagues, listening to internal and external customers, testing ideas and continuously learning. You take authorship for what you create.
• You enjoy challenges and solving complex problems.
• You will have access to training and support to be successful in this role, and realise your potential. An exciting career – as our business grows, so do the opportunities for our people.

Desirable:

• 6+ years of relevant industry experience (service, business design, design strategy, business, IT, BA or brand strategy consulting)
• Relevant degree and 4+ years consulting/ commercial work in Human Centred Design principles within a corporate environment to provide positive solutions within the area of customer experience
• Experience with Miro and Figma is desirable.
• Ability to synthesise data into coherent information systems and designs.
• Desire to produce the best experience in the industry.
• Strong design and analytical skills.
• In-depth knowledge of Human Centred Design methodologies and Design Thinking.
• Capacity to think holistically and see the bigger picture.
• Engaging presentation style.
• Solid writing and communication skills.

Highly desirable:

• Degree/Masters in a design or analytics discipline such as Industrial Design, Product Design, Service Design, Psychology, Business Analysis, and Engineering.
• Please include links to some work examples and a resumé along with a link to your Linkedin profile.