Expert Service Experience Designer

1 week ago

Richmond, Australia Australia Post Full time

About Us

Australia Post is seeking a highly skilled Senior Service Designer to join our digital technology team. Our goal is to build a better future for customers and communities by designing, building, and maintaining products, services, and experiences that Australians love and trust.

We empower our teams to deliver exceptional results for our customers, providing an inclusive and supportive environment that nurtures talented individuals and leverages modern work practices and technologies.

This role involves human-centred design, systems thinking, and future thinking, facilitating planning, design research, data analysis, ideation, co-design activities, prototyping, and project delivery.

Key Responsibilities:

  • Develop and implement service design strategies across all phases of design.
  • Collaborate with cross-functional teams to create and validate innovative solutions.
  • Presentation of complex information and concepts visually.
  • Evaluate the impact of design solutions on customers and the business.
  • Cultivate strong relationships with stakeholders through effective communication and negotiation.
  • Apply empathy to create progressive customer experiences.
  • Bridge the gap between business and technology using design, analytical, and problem-solving skills.
  • Analyse complex systems and structures using future thinking.
  • Leverage design research and data to improve customer experiences continuously.
  • Utilize quantitative data analysis and statistics to inform design decisions.
  • Maintain a strong grasp of generative AI principles.
  • Ensure accessibility in design solutions.

Requirements:

  • At least 5 years' experience in Service Design, Strategic Design, or Design Research with a portfolio of work.
  • Experience in collaborative ideation techniques to create and validate solutions.
  • Strong strategy and service design skills across all phases of design.
  • Proven ability in presenting complex information and concepts visually.
  • Articulated experience and service impact of design solutions for customers and the business.
  • Excellent interpersonal, communication, negotiation, and collaboration skills.
  • Empathy for the customer with enthusiasm to create progressive experiences.
  • Solid stakeholder management and communication skills.
  • Use of design, analytical, and problem-solving skills to bridge the gap between business and technology.
  • Experience in future thinking and working with complex systems and structures.
  • A strong grasp of design research and data to continuously improve experiences.
  • A good grasp of quantitative data analysis and statistics.
  • A sound knowledge of generative AI.
  • Good knowledge of accessibility.

Salary: $120,000 - $150,000 per annum based on location and experience

We are an inclusive workplace for people from all walks of life, encouraging applications from diverse communities. We strive to provide an inclusive and barrier-free recruitment process and workplace for those living with a disability.

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