Strategic Design Lead

1 month ago

North Melbourne, Victoria, Australia Telstra Full time
About the Role

We are seeking a highly skilled Strategic Design Lead to join our Digital - Customer Experience team at Telstra.

As a key member of our team, you will be responsible for collaborating with customers and stakeholders to understand, design, and improve the services our customers experience.

Key Responsibilities
  • Strategic Design
    • Work with cross-functional teams to define the experience vision for Telstra's customer experience pillars.
    • Collaborate with stakeholders to understand and articulate the customer, agent, and operational experience and identify opportunities to improve the customer experience.
    • Communicate complex research and design topics simply with the ability to tailor communications based on audience.
  • Craft
    • Provide operational guidance on problem framing, research, ways of working, service design, and conceptual experience design.
  • Team Culture
    • Plan and facilitate team ceremonies and contribute to a collaborative design culture.
    • Solve ambiguous and semi-ambiguous problems by providing thought leadership, guidance, and structure into the strategic design process.
Requirements
  • Proven track record of improving customer experiences from defining a vision to exploring and validating concepts across channels.
  • Experience identifying unmet customer and user needs through research or partnering with research functions.
  • Informal mentorship experience.
  • Experience working within a cross-functional team.
  • Demonstratable expertise in problem framing, research, ways of working, service design, and conceptual experience design.
About Telstra

Telstra is a leading telecommunications company that is committed to making our world a more inclusive place.

We are focused on delivering effortless customer experiences and building a community of people who bring their whole selves to work.

We value diversity, inclusion, and belonging, and we encourage anyone with diverse experiences and unique perspectives to apply.

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