EL1 Service Experience Lead

4 days ago

Geelong, Victoria, Australia beBeeServiceLead Full time $100,000 - $150,000
Job Title: Service Experience LeadWe are seeking an experienced Service Experience Lead to join our team in Geelong. As a Service Experience Lead, you will be responsible for leading the development of end-to-end service experiences that meet the needs of participants and staff.The ideal candidate will have a strong background in service design and experience in working with multi-disciplinary teams on large projects.Key responsibilities include:- Developing and documenting a baseline understanding of current business processes and user experiences using design research.- Creating and facilitating process design improvements by conducting business and systems process analysis and producing required analysis documentation.- Facilitating design-thinking sessions with service users to design and test future services (processes, channels, experiences).- Ensuring end-to-end service experiences are based around participant and staff need, in line with the Digital Service Standard and consistent across different touchpoints.- Providing expertise and supporting product owners to elaborate user stories, acceptance criteria, and process maps.- Providing support to product owners with the use of system tools.Required Skills and Qualifications:- Proven previous experience in a Service Designer leadership capacity.- Stakeholder management experience, particularly in determining business readiness criteria.- Experience in working with multi-disciplinary teams across varied skillsets on large projects.- Experience in delivering service design blueprints and associated deliverables.- Demonstrated experience with Jira and Confluence.- Experience working with a service industry, with an end-user process.- Excellent written and verbal communication skills.- A pro-active personality, with a can-do attitude.Benefits:This role offers you an opportunity to work on exciting digital transformation projects and contribute to the development of end-to-end service experiences that make a real difference to people's lives.What You Need To Do Now:

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