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Service & User Experience Designer

4 months ago

Brisbane, Australia The Lottery Corporation Limited Full time

The Lottery Corporation is the driving force behind Australia’s largest lottery games and one of the best-performing lottery businesses in the world.

We’re excited to make a better future, and we’ll do it by delivering winning moments to our people, our customers, and our communities.

Come join the winning team at The Lottery Corporation.

What you’ll do 

The Customer Experience Team is responsible for supporting the customer led culture across The Lottery Corporation. We’re seeking to bring the voice of customer into everything we do, using data and customer driven insights to put customers at the heart of our decision making. The core role of the Customer Experience team is to build great experiences which drive key Customer Experience metrics and ultimately Customer loyalty and advocacy. Some of your responsibilities will be:

  • Plan, design, coordinate and execute high quality Service Design research and design activities. Conduct user studies, prototyping, and usability testing to inform product and prototype design.
  • Advocate on behalf of the customer in collaboration with business stakeholders. Identify customer needs, pain points and areas for improvement.
  • Proactively design, implement and improve Customer engagement models in collaboration with cross functional teams and stakeholders.
  • Produce wireframes and visual designs, iterating from quick visual mock-up prototypes to allow interactive testing.
  • Collaborate with internal stakeholders to ensure designs are technically feasible and validate that implementation reflects the intended design.
  • Identify and evaluate CX and Service Design trends and offerings, be at the forefront of Design practices and developments.
  • Operate as a genuine trusted advisor within the L&K business, building strong business relationships based on trust and delivery. Maintain and foster relationships with all stakeholders

What you’ll bring 

  • Bachelor's degree in a quantitative discipline, design or social or Computer sciences with quantitative research experience
  • 3 – 5 years’ work experience within a large commercial environment with a portfolio of inspired and innovative service design and experience design
  • Demonstrated experience in designing software platforms, with expertise in tools such as Axure, Balsamic, Sketch and Invision for wireframe and prototype creation, Photoshop and/or Sketch for visual design
  • Strong workshop facilitation skills and driving delivery in a collaborative environment.
  • Presentation skills: you don’t report stats or send out reports – you tell stories backed up by data. You are comfortable presenting to a broad audience of stakeholders and are not afraid to defend your findings in a discussion. You know how to formulate and present your story depending on the audience.
  • Proven experience in developing and maintaining strong relationships across business and technology teams.

What you’ll get

Not only will you receive an awesome candidate experience from our caring Talent team, the benefits of working with us are pretty good too

The list is extensive but here are a few:

  • We have a flexible approach to working with a range of options to suit different roles and individuals. This could include hybrid working, flexible hours or modified working patterns
  • A multitude of leave types such as cultural leave, volunteer leave and 18 weeks’ parental leave for all new parents, regardless of gender
  • We’re committed to Inclusion & Diversity with a range of initiatives such as our Gender Affirmation Statement of Support
  • We offer a comprehensive (and free) health and wellbeing app called The Arena to support you and your family’s mental and physical health
  • We’re committed to your learning and development with a dedicated platform with helpful resources from leadership to technology to upskill and cross train

About The Lottery Corporation

The Lottery Corporation Limited (ASX: TLC) is Australia’s leading lottery company with licences and approvals to operate in each Australian state and territory, except Western Australia.  

Best known for The Lott and Keno, we’re proudly one of the highest-performing lottery businesses in the world.  

For more than a century, we’ve been supporting Australian communities through lottery taxes, donations, and partnerships. We play our role in making a better future by delivering winning moments every day to our people, our customers, retailers, partners, and our community.  

COVID 

The Lottery Corporation is working closely monitoring Department of Health guidelines to ensure we continue to provide a safe working environment. You may be required to present evidence of Covid vaccination in order to comply with Public Health directions and fulfil the requirements of this role.

This position can be based in Sydney, Brisbane or Melbourne

Applications close COB Thursday 1 September 2022. Should you have any further queries regarding the role please contact Amber Clark (Head of Customer Experience).