Service Design Director

1 month ago


Melbourne, Victoria, Australia Salt Recruitment Full time
About the Role

We are seeking a seasoned Service Design Manager to join our team at a leading financial institution. As a key member of our design team, you will play a pivotal role in shaping end-to-end customer experiences through your expertise in service design and systems thinking.

Key Responsibilities
  • Develop and execute a holistic service strategy that focuses on direct customer interactions, ensuring alignment between business objectives and customer experience improvements across multiple products and platforms.
  • Lead cross-functional teams in creating storyboards, service blueprints, and conducting research to identify pain points and opportunities for innovation in moderately complex products and features.
  • Design service blueprints, document processes, and map touchpoints, incorporating inclusive design principles to deliver seamless, personalized, and accessible experiences.
  • Create experience maps and service prototypes to visualize customer journeys, adopting an iterative approach for continuous enhancement.
  • Collaborate with stakeholders and product partners to integrate customer-centric decision-making, guide prioritization, and develop experience-driven metrics that align with business goals.
Requirements
  • 7+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences.
  • Experience in leading design initiatives within a financial institution or service industry.
  • Proven experience with service design projects, including journey mapping, service blueprinting, and storyboarding.
  • Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts.
  • Extensive experience in visual and interactive design.
What We Offer

We offer a dynamic and collaborative work environment, opportunities for professional growth and development, and a competitive salary and benefits package.


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