Our Client:
We are working together with one of Australia's most iconic brands to find them a number of Service Designers to work within their business digital and development team to collaborate with likeminded individuals to revitalise their website and marketing collateral.
In this role, as the Service Designer you will champion and putting into practise the best Customer experience and Human-centred design principles to identify, measure and resolve customer needs and pain points across the end-to-end customer lifecycle.
About the role
You would be involved in:
- 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
To be successful for the role, you would ideally:
- Experience in a fast-paced service industry or organisation that is highly complex with rapid change
- Knowledge and experience with multiple Agile frameworks (e.g. Scrum, Kanban, Design Thinking / HCD, Lean).
- Experience using and comfort with collaboration tools such as JIRA and Confluence.
- 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
If you are seeking the next step in your career, please APPLY NOW.
For any further questions or information, please contact Lizbeth Delos Reyes and quote job #246419
