Service Design Manager

• Location: Melbourne
• Type: Full-time
• Salary: Circa $210k + bonus

About the Company:

Join a leading financial institution committed to transforming the financial services landscape. Our client is dedicated to providing innovative and customer-centric solutions that drive value and foster growth.

Role Overview:

As a Service Design Manager, you will play a pivotal role in shaping end-to-end customer experiences by leveraging your deep expertise in service design and systems thinking. Your strategic insight, engaging storyboards, and leadership of cross-functional teams will be key to delivering outstanding service experiences.

This role requires full accountability across the chapter, ensuring customers interact seamlessly with their products and services, from the overall flow down to individual design elements.

A Service Design Manager in this role will be responsible for:

• Developing and execute a holistic service strategy that focuses on direct customer interactions, ensuring alignment between business objectives and customer experience improvements across multiple products and platforms.
• Lead cross-functional teams in creating storyboards, service blueprints, and conducting research to identify pain points and opportunities for innovation in moderately complex products and features.
• Design service blueprints, document processes, and map touchpoints, incorporating inclusive design principles to deliver seamless, personalized, and accessible experiences.
• Create experience maps and service prototypes to visualize customer journeys, adopting an iterative approach for continuous enhancement.
• Collaborate with stakeholders and product partners to integrate customer-centric decision-making, guide prioritization, and develop experience-driven metrics that align with business goals.

Who you are:

• 7+ years of experience or equivalent expertise in service design, experience design, or a related field, focusing on end-to-end customer experiences
• Experience in leading design initiatives within a financial institution or service industry.
• Proven experience with service design projects, including journey mapping, service blueprinting, and storyboarding
• Experience with fast-paced, iterative design approaches involving frequent testing and refining of concepts
• Extensive experience in visual and interactive design.

How to Apply:

If you are a strategic thinker with a passion for designing impactful services, we’d love to hear from you! To register your interest please click apply or reach out to Dave Morgan for more information.

To explore other Creative roles in Melbourne, feel free to get in touch with us.