Service Designer

1 week ago

Sydney, New South Wales, Australia Optus Full time

Service Designer:

Date:04-Apr-2023

Location:
Sydney (Macquarie Park HQ), Australia

Company:
Singtel Group

So, why Optus?
At Optus, we don't sit back and let the future happen to us - we're out there making it. By expanding into new technology and relentlessly improving every day, we're creating a better tomorrow for all Australians.

We believe in the strength of a vibrant, diverse and inclusive workforce where backgrounds, perspectives and life experiences of our people help us innovate and create strong connections with our customers.

We're looking for an amazing Service Designer to work across our frontline and digital tribes to deliver customer experiences that are simple, effective, personal and exciting for our customers


As a Service Designer, you're passionate about your craft with a drive to ensure the best customer experience is delivered to our customers.

You'll provide service design expertise within your team and the broader Optus organisation.

You will also be a role model of Optus values and demonstrate the attributes of a human-centred designer, valuing diverse opinions, open-mindsets and encouraging contribution of new ideas.

The role will be working in a squad being hands-on researching, designing and delivering digital and omnichannel experiences. You'll know how to aim high and push for strategic solutions and also deliver to timeframes.

You'll work with Program Leads, Product and Go To Market Leads to work on the strategic direction of the program ensuring the customer experience is considered in program decisions.


Key responsibilities:

  • Provide Service Design for a project or program of work, ensuring it strategically makes sense
  • Influence stakeholders across the organisation on importance of effective customer experience
  • Make customer experience central through design and effectively measure impact
  • Collaborate with the Product Owner and Product Manager to resolve impediments in the solution
  • Delivery outcomes, e.g. working product that meets CX principles and the "Definition of Done"
  • Communicate and champion the use of customer research for new opportunities, products and service decisions based on customer research and insights
  • Designing new and optimising customer journeys
  • Facilitate discussions and workshops around your work and its iterations, including exploratory and collaborative sessions with team members and partner stakeholders.

About you:

  • The ability to strongly engage with, influence and win the support of stakeholders
  • The ability to collaborate in a crossfunctional team and work to a rapid timeframe to create high quality outputs
  • The ability to conduct ethnographic research and uncover underlying human needs and expectations in a short amount of time
  • Strong innovation skills to identify ideas to make a stepchange in the customer experience
  • The ability to develop lowfi prototypes of future experiences to test with customers and incorporate their feedback
  • Experience across diverse channels and business areas including digital, retail, call centre, supply chain, IT


As a provider of essential services across Australia, Optus has a critical role in the community through keeping our customers connected to the people they love and the things that matter.

It is also our priority to ensure we provide our amazing people and our customers with a healthy and safe workplace environment.

In light of the significant risks posed by COVID-19, Optus expects all workers to be fully vaccinated against COVID-19, and will require vaccination for certain roles as well as access to Optus workplaces.

Please speak to us if you have any questions about this policy or how it impacts you, including any concerns you might have about meeting this requirement.

Optus is a place where we let you do you.

Whether you'll be working in our corporate offices or in a retail store, we're a highly collaborative workplace, and offer a range of perks such as:

  • A competitive salary
  • Discounts on products and services
  • Ongoing training, mentoring and development opportunities
  • Up to five days of Volunteer Leave per year
  • Blended Ways of Working
We understand that flexibility means different things to different people.

We're proud to offer a variety of options to work in different ways, such as our Blended Ways of Working and job share.

Our Blended Ways of Working lets our people work across home and our offices. Please talk to us about how we can make this role work for you.

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.

**Please no recruitment agencies, we'll be managing this role in-house. Any resumes submitted outside of our process will be deemed the sole property of Optus.

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