Service Design Manager

Summary about this job

Detail information about job Service Design Manager. Terms and conditions vacancy

• Be part of change. Design our future contact centre
• Newly created team and exciting and empowering ways of working
• A place that demonstrates commitment to flexibility and unlimited career pathway

• Be part of change. Design our future contact centre. This is a golden opportunity to apply service design principles to products and services that have a meaningful, long lasting impact on our customers.
• Newly created team and exciting and empowering ways of working.
• A place that demonstrates commitment to flexibility and unlimited career pathways.

First, a bit about ANZ. But not the usual corporate spiel.
Yes, we’re a bank. And yes, we’re more than 180 years old. But we’re changing (fast!), and things are about to feel really different for our customers and our people. It’s not just a lick of paint we’re applying, it’s a shiny new strategy, with a simple ambition: extraordinary outcomes & experiences for home owners and small businesses in Australia and New Zealand.
 
We’re radically transforming how we work by moving towards scaled Agile. This means we can respond to our customers’ needs faster, be more productive and build an awesome environment for our teams to work in.
 
We’ve also committed to adopting a design-led approach across the bank, by embedding Human Centred Design (HCD) principles to make our customers and bankers happy. We’re the first bank in the world to appoint a Chief Design Officer, Opher Yom-Tov (previously IDEO & Westpac) because we believe in a design-led approach in everything we do.
 
This new role is a really exciting mix of Cx delivery, people, technology, Agile and strategy. This Service Design Manager is a key role in leading our customer first and digital contact centre transformation. We want to bring a start-up mind set to how we radically transform our bankers and intern our customer experience in our Customer Contact Centre. This role is leading our newly formed Contact Centre Start-up Squad, and has the license to question as many assumptions as possible in finding ways to be radically different. Your role will be to embed and champion service design principals that drives efficiency, opportunity to maximise value-add conversations, reduce effort for bankers an increase customer satisfaction. This is a hands on role, and we want to look at every interaction we have with customers and question as many assumptions as possible.
 
Enough about us. Now, what about you:
 
We’re transforming our contact centre, so you’ve got a strong track record of using a service design approach (or a mix of disciplines) in transforming a large Cx delivery business. You aren’t afraid to roll up your sleeves and work through the detail if that’s what it takes. You know how to design great interactions that enable customer facing agents to ‘Nail It’ for customers.
 
You’re a service designer that leverages a breadth of tools, not any one discipline. A thinker, who is curious and loves solving problems and making new connections. But always needing a pragmatic view and focus on what can actually be delivered now.
 
This is a senior role that will have experience in leading teams, developing strategy and driving programs and initiatives. A good communicator and listener, this person will maintain an objective view and always relies on data and not making too many assumptions.
 
A few more things:

• Managing complexity and diversity, displays adaptability to people and situations in times of uncertainty with a strong focus on results and continuous improvement
• Strong people management experience of cross-functional teams
• Ability to build strong and sustainable relationships, influence outcomes and drive change
• Contemporary CX Industry, customer, contact centre platforms, insight and market trends experience
• Service Design Experience is highly preferred – we say this because you might have done everything we’re looking for but not have been called a service designer in the past. We’re more interested in how you think and results than job titles.

You champion, educate and inspire people in Human Centred Design. You’re passionate about using approaches like Design Thinking, Lean Start Up, Lean Production Systems and techniques like co-creation to experiment and generate innovative ideas. You identify opportunities to remove organisational obstacles or create enablers to support the broad practice of HCD, and help break habits to make organisations more efficient and agile. And most importantly, you’re not just good at what you do. You’re really nice too.