Service Experience Designer

3 weeks ago

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

At TPG Telecom, we're looking for a skilled Service Designer to join our team. As a Service Designer, you'll play a key role in embedding customer experience best practices in product and service development, improvement programs, and associated 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 with the identification of gaps and opportunities against customer experience standards, to drive incremental improvements as measured by NPS, tNPS and other customer satisfaction measures
  • 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, to enable the sharing of relevant data and insights
  • 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

Why Join Us
We're a 2023 Circle Back Initiative Employer – we commit to respond to every applicant. We're all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you're excited about this role, we encourage you to apply now, regardless of whether your experience aligns perfectly with every qualification in the job description.

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