Cx Insights

2 weeks ago

Melbourne, Australia Frazer Tremble Executive Full time

Permanent Role | Hybrid | Melbourne CBD - Work-Life Balance, Inclusive Work Culture, Great Benefits - Use your research and service design skills to co-design innovative improvements **Our Client** Our award-winning clients have been leaders in their field for over 85 years. This longevity has been achieved through constant evolution and placing innovation at its core. As the **CX Insights and Design Lead**, you will help our clients understand their customer experience at every touchpoint along their journey and co-design continuous innovation and improvements in response to customers' needs. Join a business where 70% of the leadership team is female, with CX truly having a seat at the table. As **CX Insights and Design Lead, **you will play an integral role in driving and supporting the development and articulation of the organisation's vision, strategy, and delivery plans. **About you** - A deep curiosity, with demonstrable experience of designing and undertaking research, gathering both quant and qaul insights that inform products, services and experiences - You're a 'storyteller' who can convincingly communicate client insights and deliver recommendations that will deliver the change that will make our clients customer experience exceptional. - You'll thrive in an entrepreneurial environment that embraces ambiguity and experimenting with ideas, as you'll have the freedom to explore and design related improvements. - You're a systems thinker who is logical and methodical with an enterprise mindset. - You'll have outstanding organisational and planning skills as you help to prioritise to align with business priorities. - You have high attention to detail but understand that 'near enough is good enough.' - Our clients run lean and enjoy a flat structure, so you'll need to be comfortable switching between strategic planning and 'getting on the tools and getting stuff done.' **Experience that will make you stand out**: - Experience designing and leading CSAT/ research/ insights initiatives and supporting action plans - Designing and conducting experiments, gathering feedback and insights to inform recommendations. - Leading workshops with diverse groups; ideating using human-centred service design approaches. - Demonstrable experience in developing high-quality design artefacts, personas, blueprints, journey maps and prototypes. - Visualising and presenting concepts to Executive leaders (Illustrator, Figma, Miro ) We aren't looking for someone who "ticks all boxes", so if you feel you have something unique to offer, we encourage you to apply **How to apply** Alternatively, click below to apply.

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