Service Designer

3 weeks ago

Sydney, New South Wales, Australia Tpg Telecom Full time
Service Designer

We're on a mission to revolutionize the way we connect our people and communities. As a Service Designer at TPG Telecom, you'll play a critical role in shaping our customer experience strategy. We're looking for a talented individual who can partner with cross-functional teams to embed customer experience best practices in product and service development, improvement programs, and operational processes.

Key Responsibilities
  • Develop and maintain a CX toolkit consisting of key artefacts such as service blueprint templates and customer journey maps
  • 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
  • Highlight priority customer needs and pain points and drive buy-in through to the prioritisation of improvements by appropriate delivery functions
  • Coach others in the planning, design and facilitation of workshops, and the use of contemporary tools for efficient documentation of workshop inputs and outputs
  • Partner with customer insight specialists and create connected environments with those who are accountable for product and service development or improvement program outcomes
  • Provide visibility and maintain a customer experience improvement backlog, linked to customer journey maps, to enable impact assessments and prioritisation
  • Conduct customer research and hypothesis testing in partnership with stakeholders
Requirements
  • Experience in a fast-paced service industry or organisation that is highly complex with rapid change
  • Strong communication and proven facilitation skills across large cross-functional teams
  • Experience in applying CX methodologies and tools that result in tangible actions and outcomes
  • Experience in customer centric design including conducting customer research and/or partnering with agencies
  • Experience driving engagement and buy-in in a complex stakeholder environment with competing priorities
  • Creative problem solving and analytical skills with consideration across customer, people, process and system
  • Proven experience of data driven decision making to achieve targets and KPIs
  • Design Thinking or HCD certified is desirable
  • Experience in an agile or digital transformation environment would be desirable but not essential
  • Degree qualified in business or marketing would be desirable but not essential
What We Offer
  • Flexible hybrid way of working (from home and office)
  • 'Stay Connected Mobile' – Access to a free mobile plan
  • 'Stay Connected NBN' – Access to a free NBN 100 plan
  • 'Your Leave' - an additional 4 days of leave to be used whenever you like - every year
  • Access to LinkedIn Learning and Vodafone Learning platforms
  • Access to Corporate Partner Discounts

We're committed to creating a workplace where everyone feels valued, respected, and empowered to be their authentic selves. If you're passionate about delivering exceptional customer experiences and want to be part of a dynamic team, we encourage you to apply. We're looking for someone who is excited about this role and is ready to make a meaningful contribution to our organisation.

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