Service Design Lead

3 days ago

Sydney, New South Wales, Australia TPG Telecom Full time
About the Role

We are seeking a highly skilled Service Design Lead to join our team at TPG Telecom. As a key member of our organization, you will be responsible for leading a team of Service Designers who will partner cross-functionally to embed customer experience best practices in product and service development, improvement programs, and associated operational processes.

Key Responsibilities
  • Enable the team to design solutions with an awareness of return on investment (ROI) and benefits realization, linking solutions back to metrics such as Net Promoter Score (NPS), total NPS (tNPS), and other customer satisfaction metrics.
  • Enable the team to maintain an equal focus on qualitative and quantitative research, ensuring decisions are evidence-based and quantifiable outcomes are achieved.
  • Develop, champion, and embed a customer experience (CX) framework into various people, processes, and projects.
  • Lead, grow, and support a team of Service Designers.
  • Maintain and prioritize a backlog of work for the design team and manage design resources into projects as required.
  • Highlight priority customer needs and pain points and drive buy-in through to the prioritization of improvements by appropriate delivery functions.
  • Coach others in the planning, design, and facilitation of workshops, and the use of contemporary tools for efficient documentation of workshop inputs and outputs.
  • Partner with customer insight specialists and create connected environments with those who are accountable for product and service development or improvement program outcomes, to enable the sharing of relevant data and insights.
  • Conduct customer research and hypothesis testing in partnership with stakeholders.
Requirements
  • 3 years of experience leading a Service Design or CX-oriented team.
  • Strong communication and proven facilitation skills across large cross-functional teams.
  • Experience in shaping CX frameworks and design approaches to suit.
  • Experience in coaching CX team members to agree outcomes and solutions.
  • Experience managing senior stakeholders in a fast-paced environment across multiple projects.
  • Creative problem-solving and analytical skills with consideration across customer, people, process, and system.
  • Proven experience of data-driven decision making to achieve targets and key performance indicators (KPIs).
  • Design Thinking or Human-Centered Design (HCD) certified.
  • Experience in an agile or digital transformation environment.
  • Degree qualified in business or marketing.
What We Offer
  • A flexible hybrid way of working (from home and office).
  • 'Stay Connected Mobile' – Access to a free mobile plan.
  • 'Stay Connected NBN' – Access to a free NBN 100 plan.
  • 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year.
  • Access to TPG Learning Hub platform and internal development opportunities.
  • Access to Corporate Partner Discounts.

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