Customer Experience Innovator

7 days ago

Melbourne, Victoria, Australia beBeeServiceDesign Full time $180,000 - $220,000

**Job Description**

\

We are seeking a Service Design Lead to help shape the future of customer experiences. This role involves leading discovery for new products, services, and strategic initiatives, translating complex challenges into meaningful, end-to-end experiences for our customers.

As our Service Design Lead, you'll contribute to lasting and positive changes that shape the future of our cities and communities. It's work that's purposeful, challenging, and deeply rewarding.

**Day-to-Day Responsibilities**

  • Plan and execute discovery and co-design workshops with stakeholders at all levels across the business and with external SMEs.
  • Lead ideation, problem definition, pain point analysis, prioritisation, journey mapping, and service design-related workshops.
  • Lead the design of products and services to better meet customer needs in line with business strategy.
  • Lead the design of new value propositions and customer strategies to drive improved customer and business outcomes.
  • Support the business in developing customer-centred design thinking, collaborative co-design, and agile delivery methods by modelling best practice, facilitating knowledge sharing, and driving continuous improvement across the business.
  • Establish and lead quarterly Customer Innovation Sprints.
  • Work with Product and Marketing, Customer Service, Technology, Digital Experience, and other teams to drive capability uplift and a shared approach to service design.

**Requirements/Qualifications**

  • Demonstrated experience in discovering, designing, and developing customer and service strategies and solutions.
  • Demonstrated experience and expertise in Service Design, Design Thinking/Human Centred Design, or an equivalent discipline.
  • Excellent workshop facilitation, storytelling, and presentation skills.
  • Exceptional written and oral communication skills, with a demonstrated ability to negotiate and influence outcomes with senior stakeholders.
  • High-level commercial skills and acumen.
  • Ability to thrive in a complex, fast-paced, and fluid environment and adapt quickly to changing priorities/requirements and be flexible in shifting tasks to meet deadlines.
  • Business savvy, astute decision-maker, exhibiting strong empathy for customers.
  • Lateral thinker able to effectively challenge business models and processes.
  • Ability to work independently and effectively within a multi-disciplinary team environment.
  • Ability to communicate complex solutions into clear, straightforward business language.
  • Ability to solve complex problems and design effective commercial solutions.

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