Innovative Service Designer

1 week ago

Sydney, New South Wales, Australia beBeeServiceDesigner Full time $60,000 - $120,000
Service Design Expertise

A Service Designer is an innovator who partners with cross-functional teams to embed customer experience best practices in product and service development, improvement programs, and associated operational processes.

The successful candidate will lead by example and/or coach others in how to facilitate and collate inputs into service blueprints and highlight priority gaps to be addressed, to meet customer experience standards and achieve target outcomes.

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 process.
  • Undertake gap analysis and facilitate cross-functional workshops to support the identification of gaps and opportunities against customer experience standards, to drive incremental improvements as measured by NPS, tNPS, and other customer satisfaction measures.
Requirements
  • 3 years of experience working in service design or strategic design/HCD-focused roles.
  • Tertiary degree in design/service design or related field with transferrable 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 e2e design-led projects, including conducting qualitative customer research, synthesis, concept sketching, ideation, DVF methodology, double diamond methodology.
Desirable Skills
  • Experience in an agile or digital transformation environment.
  • Experience in 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.

Apply your expertise in service design and take your career to the next level

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