Service Design Lead

3 weeks ago

Surry Hills, New South Wales, Australia Randstad Full time
Service Designer - Enterprise Level

We are seeking a passionate and flexible Service Designer to lead service design initiatives in a dynamic and evolving environment. The ideal candidate will thrive amidst change and ambiguity at the enterprise level while demonstrating a strong understanding of service design principles paired with practical application in organisational transformation.

Key Responsibilities:

  • Apply service design methodologies to spearhead organisational change initiatives and drive business growth.
  • Develop and maintain complex customer journey maps, capturing enterprise-wide interdependencies while ensuring their quality and integrity.
  • Utilise human-centered design thinking to assess and improve customer and stakeholder experiences, fostering a culture of innovation and excellence.
  • Engage and negotiate effectively with stakeholders to align with a future state vision, ensuring seamless collaboration and communication.
  • Conduct qualitative and quantitative research to convert insights into actionable strategies, driving business outcomes and customer satisfaction.
  • Collaborate with multi-disciplinary agile teams, acting as a subject matter expert on large-scale projects, and utilising design tools such as Creately (or comparable tools like Miro or Mural) to visualise concepts and frameworks.

Essential Qualifications:

  • An adaptable mindset and willingness to work independently in a fast-paced, changing environment, with a strong ability to navigate ambiguity and complexity.
  • Experience using Creately or similar program, with a proven track record of applying service design methodologies in transformation contexts.
  • Strong communication and creative skills for solving complex challenges, with effective stakeholder engagement and negotiation capabilities.
  • An interest in social causes and a commitment to making a positive impact, with a passion for driving business outcomes and customer satisfaction.

Desirable Qualifications:

  • Lived experience of disability, either personally or through observation, is highly regarded, and we actively encourage applications from any background.
  • Prior experience in business architecture and low maturity/hybrid Agile environments, with proficiency in tools such as Jira, SharePoint, MS Suite, and Qualtrics (or other comparable design tools).
  • Demonstrated capability in developing research into tangible insights, with a strong ability to communicate complex ideas and drive business outcomes.

At Randstad, we are passionate about providing equal employment opportunities and embracing diversity to the benefit of all, and we are committed to creating a workplace that is inclusive and respectful of all individuals.

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