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Service Journey Mapping Specialist

3 weeks ago

City of Frankston, Australia South East Water Full time

About the Role

We are seeking an experienced professional to fill the position of Customer Design Lead in our Customer Experience Group. This exciting opportunity will enable you to optimise the customer experience and strengthen customer satisfaction through comprehensive journey mapping and experience design.

Key Responsibilities

  • Lead and participate in improvement projects that impact customer experience through service design and customer journey mapping.
  • Conduct thorough customer journey mapping to design and evolve customer experiences at both transactional and journey levels.
  • Partner with key stakeholders to identify pain points and conduct root-cause analysis to determine areas for improvement and solution redesign prioritisation.
  • Collaborate with stakeholders to co-design customer solutions and experiences that leverage human-centred design principles, journey, and empathy mapping recommendations, as well as customer feedback insights.