Service Design Lead

1 week ago

Melbourne, Victoria, Australia beBeeService Full time $150,000 - $180,000

Service Design Lead

As a key member of our team, you will be responsible for leading the design of end-to-end services that meet the needs of our customers and colleagues.

About the Role:
  • We are seeking an experienced Service Designer to join our team in Melbourne, Australia.
  • The successful candidate will have extensive experience working as a Service Designer or CX Designer, with a proven track record of delivering high-quality designs that meet business objectives.
  • You will have excellent communication and presentation skills, with the ability to influence stakeholders and drive better customer and business outcomes.

Key Responsibilities:

  • Analyse current state customer experiences using research, market analysis, and internal service metrics to identify insights and opportunities for uplift.
  • Envision future state experiences, including creating new processes for optimising experience and solving customer and business problems.
  • Lead and own design projects end-to-end, including defining objectives, shaping project scope, and aligning with business goals.
  • Identify and pursue relevant skill development opportunities, participate in training and learning sessions in design, and leverage new skills in project work.
  • Define, lead, and collaborate on best practice research, including moderated and unmoderated qualitative testing, experience benchmarking and tracking, and innovative methods.
  • Evaluate experiences against established design guidelines and principles to maintain a high standard of design quality, meeting customer and colleague needs, and deliver experiences that meet business objectives.
  • Apply the principles of inclusive design to create products and services that are accessible by everyone.
  • Collaborate with stakeholders and cross-functional teams to identify pain points, gaps, and opportunities for improvement. Gather feedback and iterate to uplift experiences and processes.

Requirements:

  • Extensive experience working as a Service Designer or CX Designer.
  • Demonstrated experience working in Agile, using agile tools and methods.
  • Excellent working knowledge of the design process, experience design methodologies, and principles.
  • Excellent presentation and communication skills, influencing stakeholders to drive better customer and business outcomes.
  • Experience creating and influencing senior leadership on strategic research frameworks and new ways of working.
  • Strong ability to independently perform the essential capabilities required in this role.

Award-Winning Workplace Culture:

We know that our people make us who we are. That's why we have built a culture of equity and respect - where everyone feels valued and appreciated for being their authentic selves. In partnership with our Employee Resource Groups (ERGs), we continue to foster an inclusive environment, where all colleagues' unique backgrounds and identities are understood, respected, and celebrated.

How to Apply:

To discuss this opportunity further, please contact our recruitment team via email at [nab.careers@nab.com.au](mailto:nab.careers@nab.com.au). We look forward to hearing from you

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