Service Designer

1 week ago

Sydney, Australia TPG Telecom Full time

**Job no**: CPJJD

**Category**: Customer Operations & Shared Services
- Join a powerhouse of brands that connect customers, businesses and communities.
- Hybrid working arrangement, mix of working from home and the office
- Access to awesome perks like a free mobile and home internet plan

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge.

Could that be you?

**Your opportunity**:
**You'll make impact by**:

- Support the end to end strategic design process throughout design led projects - participating in all aspects of the service design approach from scoping through to research, synthesis, mapping and recommendations.
- Develop and maintain a CX toolkit consisting of key artefacts such as customer journey framework, customer needs repository, DVF canvas etc.
- Develop service blueprint templates and customer journey maps based on customer research
- 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.

**What you’ll bring**:

- 3 years experience working in service design / strategic design / HCD focused role
- Tertiary degree in design / service design OR Tertiary degree in related field with transferrable skills
- Experience working in a fast-paced service industry or organisation that is highly complex and regulated with rapid change.
- Strong communication and proven facilitation skills across large cross-functional teams.
- Experience working on or leading e2e design led projects, includingconducting qualitative customer research, synthesis, concept sketching, ideation, DVF methodology, double diamond methodology.

**Ideally, you will also have**:

- Experience in an agile or digital transformation environment.
- Experience in facilitating the scoping/defining stages of design projects
- Experience taking business stakeholders on journey through design led work
- Experience working with external/agency or hybrid inhouse service design team
- Experience working closely with UX/UI teams and quantitative research teams
- Experience leading design led recommendations or improvements through business to point of implementation

**What's in it for you?**
- 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 TPG Learning Hub platform and internal development opportunities
- Access to Corporate Partner Discounts
- TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo._
- Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes._

LI-Hybrid #LI-RS1 IND2

Published on 28 Aug 2025, 11:00 PM

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