Service Innovation Specialist

4 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $60,000 - $120,000

Transform Your Career as a Service Designer


As a Service Designer, you will play a pivotal role in shaping the future of our industry.


  • You will collaborate with cross-functional teams to embed customer-centric best practices in product and service development, improvement programs, and operational processes.
  • Develop and maintain a CX toolkit consisting of essential artefacts like customer journey frameworks, customer needs repositories, DVF canvases, etc.
  • Design service blueprint templates and customer journey maps based on customer research.
  • Apply CX methodologies and tools across people and processes.
  • Conduct gap analysis and facilitate workshops to identify gaps and opportunities against customer experience standards, driving incremental improvements measured by NPS, tNPS, and other customer satisfaction metrics.

What We're Looking For
  • 3+ years of experience in service design or strategic design/HCD-focused roles.
  • Tertiary degree in design/service design or related field with transferable skills.
  • Experience working in fast-paced service industries or organisations with rapid change.
  • Strong communication and proven facilitation skills across large cross-functional teams.
  • Experience applying CX/HCD methodologies and tools resulting in tangible actions and outcomes.
  • Experience working on or leading end-to-end design-led projects, including qualitative customer research, synthesis, concept sketching, ideation, DVF methodology, double diamond methodology.

Ideal Qualifications
  • Experience in agile or digital transformation environments.
  • Facilitating scoping/defining stages of design projects.
  • Leading business stakeholders through design-led work.
  • Working with external/agency or hybrid in-house service design teams.
  • Collaborating with UX/UI teams and quantitative research teams.
  • Leading design-led recommendations through implementation.

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