Lead Service Designer

Lead Service Designer

Woolworths Limited | sydney, NSW, AU

Posted 12 days ago

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Career Opportunities: Lead Service Designer (871169)
Requisition ID 871169 - Posted 17/11/2022 - WooliesX - NSW - Full-time - Professional Services
About WooliesX
As a start-up business inside one of Australia's largest retailers, WooliesX aims to bring the best of Woolworths to our customers, powered by our team, technology and data. We’re an innovation business that brings together the brightest minds in e-commerce, technology, media, and data to transform the way people live and shop.
With an industry leading technology team, backed by analytics, we’re resourceful and willing to experiment. Our agile teams are empowered to innovate and deliver an awesome experience for our customers - no matter whether they choose to shop in-store, or online.
About the Role;
A successful Lead Service Designer at WooliesX is a multi-talented team player who advocates UCD. Uses insights to inform design decisions and identifies tactical and strategic opportunities. Enjoys conceptualising and innovating desirable solutions that will drive value to our customers and the business.
The Lead Service Designer is responsible for innovative & informative information organisation structures, service blueprints, detailed customer journeys, eliciting customer insights, usability studies and validating design hypotheses in a Lean UX and Agile environment.
The Lead Service Designer works as a chief customer advocate across the business.
This newly established role will initially work with a small core team to engage business leaders and teams across the Woolworths business to flesh out next-generation Digital and eCom experiences powered by technology platforms to future-proof and scale our businesses.
Key Priorities for the role
The Lead Service Designer will be responsible for the following specialities:
Applies knowledge of design principles of Human Centred Design /customer experience design approaches and frameworks to articulate service ecosystem requirements.
Skilled at planning and executing through the design process to test and deliver relevant design solutions for a range of customers and stakeholders.
Promotes design thinking to facilitate a cultural shift in solution and strategy creation methodology.
Designs for complex cross-platform services.
Communicates effectively and professionally with internal team and stakeholders throughout the design process
Understanding impacts, including people, processes and product, ensuring design solutions meet organisational feasibility and commercial viability.
Positively influences stakeholder outcomes.
Ability to rapidly understand the competitive domestic market and international influences and impact on the Woolworths group.
Create immersive, cohesive, beautifully articulated customer journeys that identify the customer's pain points and behaviours to identify tactical and strategic opportunities that will not only baseline a solid end-to-end experience but also drive innovation and delight.
Be a guardian of the all-rounded user experience.
Facilitation of workshops and collaborative design sessions to bring everyone along on the journey.
You're an SME in the Service Design space. You're a champion of your craft, and you're well-versed in mentoring designers and service teams in ‘Woolies ways of working’ that will align teams to drive consistency & governance.
About You
You’re passionate about business operations and portfolio management with a strong interest in Agile ways of working. Enjoy analysing data and developing reports or communications to support the business to have single line of sight and up to date data to be used for decision making. 
You have strong stakeholder management skills and can translate complex dialogue into easier to digest communications and enjoy working with a variety of stakeholders in both technical and business domains. 
You’re driven by a customer mission and passionate about being part of a team of great people. Whatever you love - you’re active in the community that sits around it.
You orient around doing what’s meaningful, purposeful and delivers value. 
You’re curious and empathetic, with an eye for the bigger picture. You deal with complexity by collaborating with colleagues, listening to internal and external customers, testing ideas and continuously learning. You take authorship for what you create.
You enjoy challenges and solving complex problems.
You will have access to training and support to be successful in this role, and realise your potential. An exciting career - as our business grows, so do the opportunities for our people.
6+ years of relevant industry experience (service, business design, design strategy, business, IT, BA or brand strategy consulting)
Relevant degree and 4+ years consulting/ commercial work in Human Centred Design principles within a corporate environment to provide positive solutions within the area of customer experience
Experience with Miro and Figma is desirable.
Ability to synthesise data into coherent information systems and designs.
Desire to produce the best experience in the industry.
Strong design and analytical skills.
In-depth knowledge of Human Centred Design methodologies and Design Thinking.
Capacity to think holistically and see the bigger picture.
Engaging presentation style.
Solid writing and communication skills.
Highly desirable:
Degree/Masters in a design or analytics discipline such as Industrial Design, Product Design, Service Design, Psychology, Business Analysis, and Engineering.
Please include links to some work examples and a resumé along with a link to your Linkedin profile.
Grow with the Group
As an inclusive, team-first company, our people are at the core of everything we do. 
We care deeply about creating a workplace where our team members feel valued, respected and empowered. We are committed to providing equal opportunity regardless of gender identity, ethnicity, disability, sexual orientation or life stage. We are proud to be recognised as a Gold Tier Employer in the Australian Workplace Equality Index for LGBTQ+ inclusion and as an Employer of Choice for Gender Equality by the Workplace Gender Equality Agency.
As our Group continues to evolve, innovate and support our communities, we encourage our team members to do the same with their own careers, by providing ongoing opportunities to grow and make a real difference. 
We value flexibility, and encourage our team members to work in ways that meet their work/life commitments and support their wellbeing. 
We work hard to create a safe and inclusive environment for all, and most importantly, we're all about creating better experiences – for our customers and for each other.
We’d love to hear from You
If you meet a number of the requirements, but not all, we encourage you to submit your application. You can follow us on LinkedIn or see more opportunities via www.wowcareers.com.au .