Senior Service Designer

6 days ago

Melbourne, Victoria, Australia Buscojobs Full time

About the role

As our Senior Service Designer in the Research & Service Design team, our purpose is to deeply understand people to inform and help the design of accessible, sustainable, and seamless products, services, and experiences for Australia Post customers. This is primarily a design-focused role, with opportunities for exploratory research to better understand users and identify solutions. You will also drive the execution of qualitative and quantitative research to understand customer, business, and market needs across all stages of the design process. The role includes placing digital design within a strategic context.

This role collaborates closely with SMEs across the business, design crafts, accessibility, engineering, product, and program teams. Responsibilities include human-centred design, systems thinking, future thinking, planning, design research, data analysis, facilitation of ideation and co-design activities, prototyping, and end-to-end project delivery. You will work across our Customer Experience Transformation program and App strategy initiatives, using your design, analytical, and problem-solving skills to bridge the gap between business and technology.

What you'll deliver with us

  • Visualising the digital experience through strategic design practices
  • Positioning digital design in a strategic context by collating documentation
  • Driving project scoping and planning of design activities, ensuring high quality and timely delivery
  • Occasional conducting of design, evaluative, and generative research, along with workshop facilitation
  • Leading synthesis of research to identify and present evidence-based, actionable insights
  • Developing end-to-end customer journeys and service blueprints
  • Developing prototypes for testing and validation
  • Defining key features for prototypes and design requirements for subsequent research, UX, and UI design
  • Utilising futures thinking, human-centred design, and systems thinking to address drivers of change and problem-solving

What you'll need

  • A background in Graphic, UX, Digital, or Visual Design with experience in Service Design
  • Experience with collaborative ideation techniques to create and validate solutions
  • Strong strategy and service design skills across all design phases, with proven application across projects and user bases
  • Experience working in corporate or agency environments relevant to Australia Post's context
  • Proficiency with Adobe Creative Suite, InDesign, Illustrator, and digital integration tools (advantageous)
  • Ability to present complex information visually and understandably
  • Experience articulating the impact and value of design solutions for customers and the business
  • Excellent interpersonal, communication, negotiation, and collaboration skills
  • Experience with future thinking and working with complex systems
  • Formal qualification in Visual Communication is relevant but not mandatory

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