Working for this financial services organisation as a Service Designer you will contribute to the creation and visualisation of customer journey maps that reflect current state, as well as optimised future state journeys and Service Blueprints that enhance the user experience and align with business objectives.
This newly created role requires a blend of user experience design, customer insight analysis, and strategic thinking to design improvement in member engagement and satisfaction.
You will have a deep understanding of human-centered design principles and a proven track record of leading complex design initiatives that translate into tangible business results.
Key activities Contribute to the creation, development, and implementation of customer journey maps to identify key touchpoints, pain points, and opportunities for improvement.
Collaborate with cross-functional teams (product, experience, operations and technology) to align on journey design goals.
Co-Facilitate workshops, interviews, and focus groups to gather insights and uncover opportunities for enhancing experiences.
Analyse qualitative and quantitative data from various sources to inform and improve journeys and design future blueprints.
Translate complex user needs and business objectives into design strategies and clear, intuitive experiences.
Present findings, insights, and design solutions to senior leadership and key stakeholders to gain alignment and approval on key initiatives.
Skills, and experience Solid background in service design Proven track record of working with cross-functional teams through the design thinking process and journey mapping projects.
Strong understanding of customer experience metrics, user research methods, and data analysis.
Proficiency with journey mapping, service blueprinting, and prototyping tools (e.g., Miro, Mural).
Experience working in agile environments and collaborating with product and business owners.
Ability to work collaboratively across all levels of an organisation.
Strong leadership and project management skills, with the ability to prioritise and manage multiple initiatives simultaneously.
Strong analytical and problem-solving skills.
Exceptional design skills and ability to visualise complex journeys in a compelling and digestible way.
Excellent communication skills, with the ability to articulate design concepts and recommendations to both technical and non-technical audiences.
Self-motivated with the ability to work in a fast-paced environment.
Apply now to secure an interview or contact Dylan Tasker on 9236 7753 for a confidential discussion.