Lead Service Designer

3 weeks ago

Parramatta, Australia MBC Recruitment Full time

Government role
- Great renumeration

**Position**: Lead Service Designer

**Duration**: Until 20/05/2024

**Salary**: $1056.31 / Day + superannuation

**Location**: Paramatta, NSW

**Work Style: 2 days in the office and 3 days remote**

**Overview**:
**Key Accountabilities and Responsibilities**
- Work with the service lines to design and define the superior customer experience that is desired and to embed this into business practice.
- Advise and guide the business on the changes which are required to achieve identified customer outcomes and ensure these effectively communicated in each of the service lines.
- Advise and guide the development of in-house human centred design capability and projects including the design of digital experiences.
- Coordinate the dissemination of customer experience design capability through the service lines to support enhanced outcomes.
- Design and implement strategies to enhance customer experience at key service points and ensure their integration into the procedures and systems applied in each customer interaction.
- Undertake and coordinate investigation of the range of customer touchpoints and the customer experience at each of these points.
- Research, develop and implement design projects that support and enhance customer experience.
- Provide persuasive, commercially sound, professional advice and solutions to the Manager and business leaders on a range of customer experience design matters.
- Contribute to the shared sense of direction and a culture of performance, accountability and service across a team of professionals.
- Anticipate and assess changes which impact the business and exercise judgement in the absence of precedent and making decisions with significant impact.
- Work to create a culture that enhances customer experience through innovative design and implementation

**Experience**
- A broad range of experience (five years plus) in customer experience design and leading design initiatives, preferably in the telecommunications, finance or insurance industry or with a Top Tier consulting firm
- Tertiary qualification at degree level in marketing or other relevant field, or equivalent knowledge and skills acquired through extensive practical experience
- Pre-employment checks

**Key Challenges**:

- Undertaking accurate and consistent work within a high volume and changing environment
- Reference checks
- Right to Work in Australia
- National Criminal History Record Check in accordance with the Disability Inclusion Act 2014

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