Service Design Lead

6 months ago

Sydney, Australia TPG Telecom Full time

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

This Opportunity

The Service Design Lead will lead a team of Service Designers who will partner cross functionally and embed customer experience best practice in product and service development, improvement programs, and associated operational processes. The Service Design Lead will manage and evolve the team of Service Designers to apply a range of methodologies and tools to identify, measure and resolve customer needs and pain points across the end-to-end customer lifecycle.

Responsibilities

We are a dynamic business; this brings new opportunities for our customers and our people. Being adaptable, managing change and maintaining resilience is key to success for all of us at TPG. Due to the dynamic nature of the business your responsibilities may change over time as the business evolves.

Enable the team to design solutions with an awareness of ROI and benefits realisation, linking solutions back to metrics such as NPS, tNPS and other customer satisfaction metrics. Enable the team to maintain an equal focus on qualitative and quantitative research, ensuring decisions are evidenced with data and quantifiable outcomes are achieved. Develop, champion and embed a CX framework into various people, processes and projects. Lead, grow and support a team of Service Designers. Maintain and prioritise a backlog of work for the design team and manage design resource into projects as required. 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. Conduct customer research and hypothesis testing in partnership with stakeholders.

Knowledge and Experience

3 years experience leading a Service Design or CX oriented team Strong communication and proven facilitation skills across large cross-functional teams Experience in shaping CX frameworks and design approaches to suit Experience in coaching CX team members to agree outcomes & solutions Experience managing senior stakeholders in a fast-paced environment across multiple projects 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 Experience in an agile or digital transformation environment. Degree qualified in business or marketing

Benefits and perks

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

Bolder and better together 

Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW.

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