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Transformational Service Experience Lead

1 month ago

Melbourne, Victoria, Australia Dental Corporation Full time

We are seeking a highly experienced and skilled Transformational Service Experience Lead to join our team at Dental Corporation. As a Senior Service Designer, you will play a crucial role in championing the customer and building a customer-led culture through the application of Human Centred Design methods.

Job Summary

The Transformational Service Experience Lead will be responsible for designing across the end-to-end experience for our customers, delivering key insights, identifying strategic opportunity areas and recommendations that align with our broader customer strategy.

You will lead the design process, collaborating with cross-functional teams and Agile squads to solve customer problems and deliver a connected, seamless customer experience by orchestrating our many product and service touchpoints.

Key Responsibilities:

  • Lead the design process, collaborating with cross-functional teams and Agile squads to solve customer problems and deliver a connected, seamless customer experience.
  • Represent Service Design in various forums around the business, advocating for pragmatic customer-led culture.
  • Manage multiple projects and deliver on timelines, leveraging organisational skills and ability to manage various moving parts with a complex network of stakeholders.
  • Conduct and coordinate change with key stakeholders, encouraging alignment through co-creation and collaboration.
  • Creation of design deliverables using CX methodologies, including ethnographic research, customer testing, expert review, customer requirements, design personas, customer journeys, experience blueprints, scenarios, prototyping, detailed service and digital design.
  • Contribute to best practice HCD knowledge sharing, advocating the design process broadly throughout the business.
  • Continuously maintain a balance between desirable customer experience, commercially viable and organisationally feasible outcomes through strong design & stakeholder facilitation.
  • Stay across leading and emerging design trends, competitor and comparator information across the industry and global customer experience marketplace to support promotion and delivery of best practice and innovation within the team and for Dental Corporation.
  • Demonstrate financial awareness in the context of project outcomes, focusing on benefits and measurements of solutions to deliver.
What We Offer

As a Transformational Service Experience Lead at Dental Corporation, you will have the opportunity to work with a talented team of professionals who are passionate about delivering exceptional experiences. You will also enjoy a competitive salary of $120,000 - $150,000 per annum, plus a range of benefits including discounts on health insurance and access to our wellbeing program, Viva.

Viva has been designed to help you live a healthy and happy life, encompassing comprehensive health and wellbeing programs, including health insurance benefits, information and education sessions, and preventative healthcare screening such as annual health assessments and skin checks.