Service Designer

This 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

• Support the end to end strategic design process throughout design led projects – participating in all aspects of the service design approach from scoping through to research, synthesis, mapping and recommendations.
• Develop and maintain a CX toolkit consisting of key artefacts such as customer journey framework, customer needs repository, DVF canvas etc.
• Develop service blueprint templates and customer journey maps based on customer research
• 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 painpoints and drive buy-in through to the prioritisation of improvements by appropriate delivery functions.
• Advocate for customer centricity and research based recommendations
• Coach others in the planning, design and facilitation of workshops

Knowledge and experience

• Experience working in service design / strategic design / HCD focussed role
• Tertiary degree in design / service design OR Tertiary degree in related field with transferrable skills
• Experience working in a fast-paced service industry or organisation that is highly complex and regulated with rapid change.
• Strong communication and proven facilitation skills across large cross-functional teams.
• Experience in applying CX/HCD methodologies and tools that result in tangible actions and outcomes
• Experience working on or leading e2e design led projects, includingconducting qualitative customer research, synthesis, concept sketching, ideation, DVF methodology, double diamond methodology.,
• Experience driving engagement and buy-in in a complex stakeholder environment with competing priorities