Service Design Lead

About the Company:

A large, well-known organisation in Melbourne’s CBD are looking for a Lead Service Designer to join their mature design department. The growing design team values innovation, customer research, high quality work and emerging technologies.

The company offer a range of impressive employee perks and benefits and are committed to creating a great work culture with ongoing training and support.

They work in a flexible hybrid model, you’re time split between office and home.

About the Role:

You will lead the project, mentoring and inspiring design practitioners to provide a best-in-class experience for customers.

This is a Lead level position. The ideal candidate will have worked in a similar capacity as a specialist and will have the necessary experience to understand, influence and advise internal and/or external clients.

Experience in another large enterprise will have well prepared you for the role. You will be comfortable working within clearly defined policies, principles and specific objectives.

Responsibilities:

• Actively contribute to the creation of a customer proposition strategy and the vision for future customer experience of the company’s brand, products and services.
• Lead customer segmentation, needs identification, prioritisation of customer and business opportunities by defining the Customer Value Proposition (CVP) and target state for customer and colleague experience.
• Embedding an understanding of customer needs, business opportunities and a feasible strategic vision into squads supporting domains.
• Be the voice of our customers and colleagues and create alignment across initiatives.
• Manage the program of delivery by supporting a team of designers to ensure they achieve outcomes, inform prioritisation and align to the capacity of the team.
• Work with resourcing to ensure pipeline and capacity needs are met.
• Collaborating closely with other designers, researchers, scrum master, data analysts/scientists, POs, change practitioners and leaders within the domain.
• Engaging and influencing stakeholders and squads about customer insights, experiment results and strategic design requirements
• Be an advocate for the design system and the value of design, through your engagement across all levels and your coaching of the team reporting into you.
• Be active in the design community by being a role model, coaching and participating in the continuous improvement and maturity of the design practice

Your Experience:

• Proven experience in leading designers on complex programs of work
• Experience as a strategic design practitioner, including planning and conducting design research, facilitation, ideation, and experiments to develop a customer experience strategy
• Excellent working knowledge of the Experience Design methodologies principles and process
• The ability to create artefacts such as insights and recommendations papers, Customer Journey Maps, Service Blueprints, concepts and Personas
• Project management skills and demonstrated ability to achieve the project brief requirements, within agreed budget and timeframes
• Experience with design tools such as Optimal Workshop, InVision, Sketch and Adobe Creative Suite

Benefits:

• Join a low-ego, inclusive team
• Make a positive impact on customer experience with a large, well-known company
• Enjoy a wide range of educational, financial, lifestyle, health & wellbeing benefits
• Work in a collaborative and encouraging environment
• Join a large, mature design practice
• Work with some of Melbourne’s best design talent
• Enjoy a good work / life balance

***Please note to be eligible to apply, you must have Australian or New Zealand citizenship or permanent residency status***

If you are interested, please apply now or send your resume and examples of your work to jcorner@welovesalt.com for more information

Salt is acting as an Employment Agency in relation to this vacancy.