Service Design and Experience Lead

3 weeks ago


Sydney, New South Wales, Australia TPG Telecom Full time

About the Role

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

Responsibilities

  • Enable the team to design solutions with an awareness of ROI and benefits realization, linking solutions back to metrics such as NPS, tNPS, and other customer satisfaction metrics.
  • Develop, champion, and embed a 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 resource into projects as required.
  • Partner with customer insight specialists and create connected environments with those who are accountable for product and service development or improvement program outcomes.

Requirements

  • 3 years' 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 & solutions


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