Senior Service Designer

Participate as a Senior Service Designer in the CX Division of Yarra Valley Water. Under the direction of the Head of Service Experience, manage and deliver design thinking and service design practices making use of design research to develop human-centred services that optimise customer and employee experience and help the business achieve its strategic objectives.
Your responsibilities will include:

• Identify opportunities to apply human centred service design approaches to optimise customer and business value
• Design end-to-end products and services, from discovery to synthesis and ideation through to design, prototyping, design delivery, sustainment and improvement
• Provide guidance, monitor and assist other design team members to follow the service design and delivery process where necessary
• Develop, articulate and champion a design and customer led approach to various programs of work, uplifting customer experience to current/evolving needs and delivering business value
• Lead, manage and design primary qualitative and quantitative customer experience research to generate customer insights
• Direct contribution to business strategy, including digital and ongoing inclusion of the customer voice Influence and inspire key stakeholders to dig deeper into customer understanding and perspective and challenge the status quo
• Communicate effectively, build rapport, manage and consult with senior internal stakeholders to understand their challenges and objectives, and prioritise to drive key customer outcomes.

Skills and Experience

The successful candidate will be able to demonstrate the following:

• Bachelor / Master of Design preferable but not essential
• Minimum 5 years’ experience leading the design of human centred service experiences
• Experience in services/service systems or product design
• Experience within public sector is highly regarded