Service Experience Designer

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Service Experience Designer


Date: 03-Jun-2022

Location: Sydney CBD, Australia

Company: Singtel Group

About the Role:

You will be accountable for designing detailed experiences for our Business Customers and our People. Working in close collaboration with the Transformation team to bring 1-and 3-year strategies to life using a customer-centric, insights driven approach to experience design.

Reporting to the Director, Service Design & Transformation and as the Optus Business Service Experience Designer this role is critical in driving the transformation of Care and ensuring simplicity for our customers.

Being the interface for all product development and updates, ensuring all product releases are designs with the customer experience in mind for the entire product lifecycle (aligned to the Care Vision) and secondly finding opportunities for a digital customer experience, working in collaboration with the Business Tribe, or Automation, working in collaboration with the Care Automation team.

Key responsible:

Drive Customer Experience Design in partnership with the Transformation team, mapping out a clear vision for change
Create documented, targeted, and practical recommendations to drive the Care Vison on a clear roadmap.
Creating/designing, developing, and implementing projects to uncover the hidden customer journey causing issues
Establish best practice methodology and journeys for mapping and communicating Optus Business service journeys.
Co-design by gathering cross functional teams and individuals to gain inputs, information, insights acquire agreement/support and/or drive solutions.
Clearly articulate risk, cost and impacts to both Customer and Optus Business around any new products, plans or services.
Working in collaboration with Business Care, build mitigation plans
Lead partners to implement into channels to improve adoption and value with Successful integration of journeys and experience design across channels and infrastructure.
Be familiar with leading contextual user research and co-creation workshops, idea generation, blueprinting and prototyping service solutions.

About You:

Self-motivated & autonomous individual
An understanding the importance of crafting omni-channel models and designing and implementing customer service journeys.
Be passionate about delivering exceptional customer experiences
Be able to create process flows, user journeys and experience maps, interactive prototypes, and visual design based on user research findings and testing.
Be able to adapt design frameworks and applications to solve customer and business problems
Balance experience objectives and outcomes with that of the business
Familiar with design practice, methodologies, and tools
Combination of experience, insights, technology, and new thinking
A problem solver and able to build solutions to improve the customer journey
Passionate about delivering exceptional customer experiences
Ability to create process flows, user journeys and experience maps, interactive prototypes, and visual design based on user research findings and testing.
Ability to adapt design frameworks and applications to solve customer and business problems
Able to balance experience objectives and outcomes with that of the business
Certification/Relevant experience in UX Design/Service Design & customer experience

Perks at Optus:

Optus is a place where we let you do you. Whether you’ll be working in our corporate offices or in a retail store, we're a highly collaborative workplace, and offer a range of perks such as:

Discounts on products and services.
Ongoing training, mentoring and development opportunities.
Up to five days of Volunteer Leave per year.
Blended Ways of Working

Sounding like an opportunity you’d say ‘Yes!’ to?

Hit ‘Apply Now’ to submit your application for the role, including a copy of your current resume. Due to the fast-paced nature of our business, applications will be short-listed on a rolling basis – so please submit your application as soon possible.

Curious about our culture? Go behind the scenes with our people by searching #OptusLife on LinkedIn.
Company
NCS Group
Posted
06/11/2022
Location
Sydney, NSW, AU