Service Experience Specialist

2 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time
Job Title: Service Experience SpecialistAs a customer-centric professional, you will play a pivotal role in driving meaningful change across our organization. Your expertise in service design will enable us to craft exceptional customer experiences that meet their evolving needs.Key Responsibilities:
  • Support the end-to-end strategic design process throughout design-led projects, participating in all aspects of the service design approach from scoping through to research, synthesis, mapping, and recommendations.
  • Develop and maintain a CX toolkit consisting of key artefacts such as customer journey frameworks, customer needs repositories, DVF canvases, etc.
  • Develop service blueprint templates and customer journey maps based on customer research.
  • Support the application of CX methodologies and tools across people and processes.
  • Undertake gap analysis and facilitate cross-functional workshops to support the identification of gaps and opportunities against customer experience standards, driving incremental improvements as measured by NPS, tNPS, and other customer satisfaction metrics.
Requirements:
  • 3 years of experience working in service design or strategic design roles.
  • Tertiary degree in design or service design or a related field with transferable skills.
  • Experience working in a fast-paced service industry or organization that is highly complex and regulated with rapid change.
  • Strong communication and proven facilitation skills across large cross-functional teams.
  • Experience in applying CX/HCD methodologies and tools resulting in tangible actions and outcomes.
  • Experience working on or leading end-to-end design-led projects, including conducting qualitative customer research, synthesis, concept sketching, ideation, DVF methodology, double diamond methodology.
Preferred Qualifications:
  • Experience in agile or digital transformation environments.
  • Experience facilitating the scoping/defining stages of design projects.
  • Experience taking business stakeholders on a journey through design-led work.
  • Experience working with external/agency or hybrid in-house service design teams.
  • Experience working closely with UX/UI teams and quantitative research teams.
  • Experience leading design-led recommendations or improvements through business to point of implementation.
What We Offer:
  • A flexible hybrid way of working (from home and office).
  • 'Stay Connected Mobile' – access to a free mobile plan.
  • 'Stay Connected NBN' – access to a free NBN 100 plan.
  • 'Your Leave' – an additional 4 days of leave to be used whenever you like – every year.
  • Access to TPG Learning Hub platform and internal development opportunities.
  • Access to corporate partner discounts.

Join us in building a better future.

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