Cx Design Manager

6 months ago

Parramatta, Australia TALENTD Recruitment Full time

Service Design
- Human-Centred Design
- CX

**This is a challenging and interesting opportunity with a Not-For-Profit organisation. This organisation is widely known for its age-care and residential living services and charity work.**

This is an opportunity where you will come in during the early stages of this organisation's CX journey and improve the strategy as well as lead the direction of customer service design projects while managing a team of 2 UX/UI designers.

We are looking for a commercially driven CX Design Manager who can bring their knowledge onboard. Ideally you come from a Service industry, such as Hospitality or Retail background.

Day to day, the role will provide mentoring and technical design direction on a range of projects, whilst managing a pipeline of CX design work aligned to and informing Organisation's strategic priorities. The role will also collaborate with external providers as required, such that the internal Hub team might be scaled and supported to deliver the required output.

**Scope of the role**:
Lead and manage a team of service designers that will guide and facilitate the development and improvement of products, services and experiences at key touchpoints across the breadth of the organisation’s operations and delivery.

Develop strong, enduring relationships with a cross-section of organisation senior leaders, proactively educating the organisation about human-centred design (HCD) as a discipline and ensuring that the Hub is engaged in a timely manner to assist with strategic initiatives and projects requiring a Human Centred Design (HCD) approach.

Bring an enduring customer-centric and strategic view to business improvement projects, innovation, staff behavior change & longer-term customer outcomes.

Ensure the design, development and improvement of products, services and customer experiences can be delivered internally by leading and managing a team of service designers (the ‘Customer Experience Design Hub’), that will guide and facilitate these projects

This means you have to be able to properly analyse customer experience insights and make sure data are translated into relevant action.

**What's needed**:
4+ years’ experience in customer experience/customer insights-related roles

- Come from a Commercial / Hospitality or Retail background

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