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Lead Service Designer | Up to 200K Package

Job description

Come and join Australia’s leading Telco brand who strives to be at the forefront of customer experience and truly believes that digital is the core to unlocking that vision and way forward. Customer-centricity and innovation across the digital channels is embedded within the strategic direction of the company, a constant fixture in millions of Aussie homes.
The Digital Design team leads the definition and implementation of the Experience (EX & CX) Design, Service Design & Visual Design. The team is a place where forward thinking, passionate and creative individuals come together to design end to end experiences that incorporate digital and human elements for the immediate term and future state.
Reporting directly into the Design Chapter Lead the Service Designer will be rockstar Lead Service Designer who will own, deliver and lead digital experiences that are simple, effective, personal and exciting for customers. You will be responsible for working with multiple Designs Leads and other Service Designers to understand the end to end customer experience across multiple digital channels. You will provide design leadership within their team and the broader business being a role model for junior team members who are looking to develop their craft.
Success in this role is playing strategic advisor role on multiple digital projects inflight, working across multiple squads designing frameworks and delivering digital experiences. Your role is to bring alignment and consistency on the application of Service Design, UX and/or UI methods, standards and tools across all agile squads. In most cases, you will be managing between 1 – 5 designers within your project portfolio.
The Lead Service Designer will be responsible for:
  • Leading the end to end design for key project and program work across multiple digital channels
  • Influencing & educating key stakeholders across the organisation on the importance of effective CX
  • Ensure customer centricity through all design efforts
  • Collaborate across Agile Product/Project Squads teams to resolve design issues
  • Recruiting into the team and development/mentoring of team members within the team as well as performance management.
  • Championing the use of quality customer research for all new opportunities, products and service decisions. Taking an insights led design approach.
  • Lead the design of new customer journeys and interfaces from sketches to wireframing to interactive prototyping.
About You:
  • 5+ years experience in Service Design/Product Design or UX/UI
  • Tertiary qualifications in Psychology, Human-Computer Interaction or Design
  • Strong experience with Human Centred Design and Experimentation frameworks
  • Extensive experience working in agile project/product management environments
  • Some familiarity with emerging tech such as AI, Personalisation or Augmented Reality is a bonus
  • Strong understanding of designing for digital interfaces such as responsive web and mobile applications
  • An expert in UX prototyping and design tools such as Figma and Sketch
  • Exposure to any of these tools: IBM Tealeaf, Crazy Egg, Google Analytics
  • Strong communication skills with the ability to influence
  • Excellent presentation skills at the Senior to C-level  
What’s in it for you:
  • Work collaboratively in an open Agile environment
  • Discounts with over 400 companies Australia wide
  • Mobile & Internet discounts
  • Novated Car Leasing and other Financial benefits
  • Training (Paid career relevant training i.e HCD, Design Thinking, Service Design)
  • Mentoring and further learning opportunities
  • Up to five days of Volunteer Leave per year
So here it is, your opportunity to join a leader in the Service Design space who is a true investor in their people! You will experience career growth, learning, and mentorship with an emphasis on making sure you feel supported, challenged, and are enjoying your work. What are you waiting for?
Apply now and one of the Whitebay team will reach out to start the conversation.