Strategic Design

6 months ago

North Melbourne, Australia Telstra Full time
Employment TypePermanent

Closing Date20 Sept 2023 11:59pm

Job TitleStrategic Design - Customer Researcher Designer

Job Summary

Reporting to the Principal Designer, Strategic Design, this role sits within the Digital - Customer Experience team at Belong.Job Description

You will collaborate with customers and people across the organisation to understand, design and improve the services our customer’s experience, agnostic of product and channel. Working within and across the pillars that make up the Belong customer experience, the Customer Researcher & Designer will focus on:

  • Strategic Design

    • Working with the Principal Designer, product owners, experience designers, business analysts and technical architects to define the experience vision (ideal end state) for Belong’s customer experience pillars.

    • Collaborating across our various customer experience teams and the broader business to understand and articulate the customer, agent and operational experience and identify opportunities to improve the customer experience.

    • Communicating complex & strategic research and design topics simply with the ability to tailor communications (verbal and written) based on audience.

  • Craft

    • Providing operational guidance on 2-3 of the following:

      • Problem framing (what the focus is)

      • Research (how we uncover unmet needs, problems & validate concepts)

      • Ways of working (how we research & design)

      • Service design (how everything comes together)

      • Conceptual experience design (how something works)

  • Team culture

    • Planning and facilitating team ceremonies and contributing to a collaborative design culture

    • Solving ambiguous and semi-ambiguous problems by providing thought leadership, guidance and structure into the strategic design process

You’re probably a match if you:

  • Have a track record of improving the service a customer experiences, from defining a vision to exploring and validating concepts across channels, with the ability to articulate quantifiable outcomes (essential)

  • Experience identifying unmet customer and user needs by conducting research or partnering with research functions

  • Informal mentorship experience

  • Experience working within a cross-functional team

  • Have demonstratable expertise in 2-3 of the following:

    • Problem framing

    • Research

    • Ways of working

    • Service Design

    • Conceptual Experience Design (including digital & front of house)

About Belong

It feels good to bring people together.

As a telco, we’re making our world a more inclusive place. That means giving Australians the tools they need to get things done in the digital world. Oh, and we’re doing that while being 100% carbon neutral.

As an organisation, we're focused on having customer first mindset and delivering effortless customer experiences.

As a workplace, we’re building a community of people who bring their whole selves to work. Workplaces can be brutally bland and that’s not good for anyone. Difference makes us all better and we’re always trying to get better.

Our values

We’re here to make our world a more inclusive place. That’s reflected in our four values:

  • We care

  • We’re better together

  • We make it simple

  • We’re change makers

They help remind us that we care about the work we do and that, if we do it together, we can make our world a better place for our team and our customers. 

___________________________

We want our people to represent the customers we serve and encourage anyone with diverse experiences and unique perspectives to apply.

Get to know what life at .

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