Manager, Experience Design

6 months ago

Sydney, Australia Capgemini Full time

**Joining frog means you’ll be joining the “pond,” a global network of studios, each with a thriving in-person and vibrant virtual culture. frogs are curious, collaborative, and courageous, united by our passion for improving the human experience through design, while each bringing our unique and diverse skills and experiences to the table. We draw on our global reach and local knowledge to solve complex problems and design innovative, sustainable solutions that touch hearts and move markets. frogs prize humour, positivity, and community just as highly as performance and outcomes. Our culture is open, flexible, inclusive, and engaging. Working at frog means being empowered to Make Your Mark on every project, in your studio, your community—and the world at large.**

**As a Senior Service Designer, you strive to ship experiences that inspire and exceed the expectations of our clients and their customers. Your work wins the hearts and minds of customers and stakeholders because you care about micro
- and macro-interactions alike.**

**You’ll work within an interdisciplinary design team to plan, visualise and define new user and service experiences, relying on a wide range of skills, from research design to experience and service design. You’ll know design research techniques and service design methodologies to mould the experience, services, systems, and brands that the end-users live through products alongside clients and project stakeholders. As a Senior Service Designer, you will be able to handle projects at every stage of the lifecycle from the initial assessment and research phase to the final delivery.**

**The Senior Service Designer also mentor junior designers and help shape their skills and design perspective.**

**What will you be doing?**
**Senior Service Designers are responsible for the design of digitally enabled products and services. They use their broad skillset across the service, interaction, and visual design domains to work on holistic design solutions, from early-stage idea generation until detailed design of service features and user stories in a digital product. You are expected to represent depth in the craft of experience design: as an individual contributor, as a mentor and guide for more junior colleagues, and as a contributor to the global community of practice. You will often be the backbone of your projects from beginning to end. You will plan, prioritise, and deliver experience design activities autonomously, in the context of interdisciplinary projects. You will lead client conversations within your domain, providing articulate recommendations and helping guide client choices. You will have opportunities to lead small teams on projects and contribute to business development through proposal-writing and pitches.**

**Your fellow frogs will rely on you to**:

- **Plan and manage the design research activities (research strategy, ethnographic based user research, secondary research, UX research ) collaboratively with the team**:

- **Plan and execute system mapping, customer journeys, insights, and service specifications**:

- **Analyse research data identifying and generating meaningful insights and behavioural patterns.**:

- **Work closely with researchers, visual and user experience designers contributing to the improvement of the design quality and final user experience**:

- **Facilitate workshops with heterogeneous groups of clients and stakeholders.**:

- **Define and structure deliverables consistent with project goals**:

- **Create presentations and design strategy documentations**:

- **Manage user research and service design process, drive decisions, track issues, and assist in estimating resource, needs and schedules**:

- **Collaborate with product owners and leaders to drive product strategy and development roadmaps**

**We want you to have**:

- **Minimum of 5+ years’ experience designing complex service design systems for multiple touchpoints projects**:

- **Minimum bachelor’s degree in service design, business design or a related design discipline**:

- **Strong knowledge of user-centred design processes and passionate about solving complex Service and UX challenges**:

- **Strong background in service and strategic design**:

- **Strong skills in conducting and synthesising research into compelling and actionable insights and recommendations**:

- **Strong skills in structuring and visualising journey maps, service ideation, concept communication and specification**:

- **A hands-on Service Designer with skills in visual and interaction design as well**:

- **Excellent portfolio showcasing design solutions and strategic approaches**:

- **Ability to facilitate workshops, set design sprints and hold seminars and training sessions**:

- **Ability to communicate effectively with different audiences from entry level to executive**:

- **A solid competency in storytelling and public speaking**:

- **Attention to details and organised approach**:

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