Service Designer

Summary about this job

Detail information about job Service Designer. Terms and conditions vacancy

• 2 month initial contract
• CBD Location
• Potential to extend

The Organisation

This is a government agency with a focus on design and delivery of customer service, located in the CBD across from Central Station.

The Role

The Service Designer is a key member of the Cost of Living Team and works closely with NSW Government Partner Agencies and stakeholders in order to design experiences that deliver value to customers. This engagement will be responsible for creating solutions and service delivery design. This role will contribute significantly towards the introduction of a new style of customer service delivery required in order to drive growth for the agency and its clients 

Key accountabilities 

• Design and deliver new end to end customer experiences across multiple channels collaborating with the product and business support teams including: 
• Conducting qualitative research including preparation, recruitment, execution and synthesising key findings 
• Design and deliver artefacts including design principles, current state maps, future state journey maps and blueprints 
• Partner closely with technology, product, and business teams to identify feasible, practical and cost-effective solutions to identified problems 
• Develop strong stakeholder relationships in order to act as a central liaison between end-users, technical analysts, consultants, and client organisations. 

The Person

• Tertiary qualifications within a relevant business discipline, or at least 5 years demonstrated relevant working experience in the same or related role. 
• Strong service design experience with a digital and/or omni-channel focus and business process transformation 
• Demonstrated experience and strong understanding of CX Design methodology and experience working in an agile environment 
• Experience in leading customer centred design and strategy activities including customer research, problem solving, journey mapping, ideation, protoyping and testing solutions 
• Demonstrated knowledge and application of user journey mapping, gap analysis, business scenarios, and data analysis. 
• Excellent communication, facilitation, interpersonal and team working skills including a high level of influencing ability. 
• Strong experience working in complex customer service delivery organisations with an omni channel service delivery context will be highly regarded 
• Formal design qualifications in relevant fields or methods highly regarded.