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Principal Cx Designer

3 months ago

Sydney, Australia NSW Department of Customer Service Full time

**Principal CX Designer**

Clerk Grade: 11/12, base salary starting at $139,787 - $161,663 plus superannuation and leave loading
Employment Type: Ongoing, Full-time
Location: Hybrid role, minimum 1 office day per week
This role sits within the Customer Business Unit in the Customer Experience (CX) team

**About the team**
We are a growing CX team (currently 7 people), responsible for uplifting CX maturity across Telco and leading a CX transformation over the next 2-3 years. We are using Human Centred Design principles to address customer pain points and implementing a CX governance framework into Telco’s ways of working.

We are looking for a senior CX designer who has both Service and UX design skills to lead two CX projects that have more of a digital focus, both of which are in the discovery/research stages. This would be an opportunity to see two CX projects all the way from the beginning through to final implementation.

**Your day-to-day**
- Conducting workshops with customers and internal staff to understand the root cause of issues and defining the problems that need to be solved.
- Conducting internal and external ideation workshops and designing solutions/prototypes that will be validated and refined with internal and external customer input
- Working as part of a cross-functional team to see solutions being fully implemented using ongoing iterative processes.
- Providing mentoring support to other CX team members upskilling in CX design.
- Working collaboratively with the rest of the CX team to help uplift CX maturity across Telco.

**To be successful in this role you will demonstrate**:

- Strong experience as a senior service designer, ideally with user research and UX/digital design skills/experience via a portfolio of work.
- The ability to work autonomously and drive CX projects forward within agreed timelines.
- The ability to manage and influence complex and sensitive consultations and negotiations with diverse stakeholders, within agreed timelines, given their varying expectations, viewpoints and interests.
- Develop visually compelling frameworks and prototypes to communicate opportunities to senior stakeholders and the Executive team. - e.g. Expertise in using Miro, Figma or other digital collaboration tools to facilitate online workshops and produce prototypes/wireframes

Salary Grade 11/12, with the base salary for this role starting at $139787 base plus superannuation

**Closing Date: Tuesday, 28th May 2024 at 9:59am**

**Careers at Department of Customer Service**
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.

**Belong in our diverse and inclusive workplace**

The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

You can view our full diversity and inclusion statement here.

**For more information, please visit**:
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