Director Level Service Designer - Large transformation Customer Experience Management - Sydney Service Designer Role at a Leading Global Consulting Firm Position: Service Designer - Director Level Location: Sydney Are you passionate about creating meaningful customer experiences? Do you thrive on understanding user needs and transforming them into innovative service solutions? Join a dynamic team as a Service Designer, where you'll work across diverse industries such as banking, airlines, retail and telecommunications to enhance customer interactions at every touchpoint. Key Responsibilities: Human-Centred Design: Develop cohesive and engaging design solutions that align with human-centred design principles to enhance customer experiences. Touchpoint Integration: Focus on all customer contact points, including contact centres, online platforms, and in-person interactions, ensuring a seamless experience across all channels. User Research: Conduct thorough user research to gain deep insights into customer needs, behaviours, and pain points, and translate these into actionable design strategies. Co-Design and Facilitation: Lead co-design workshops with clients and stakeholders, facilitating collaboration to create innovative service solutions. Prototyping and Testing: Create wireframes, process maps, and decision trees, and develop prototypes to test and refine service concepts. Stakeholder Engagement: Collaborate with cross-functional teams, including UX designers, product managers, and operations, to ensure alignment and successful implementation of design solutions. Continuous Improvement: Advocate for and contribute to the development of best practices, tools, and templates to enhance the service design process within the organisation. Key Skills and Experience: Design Thinking Expertise: Demonstrated experience in applying design thinking methodologies to solve complex problems creatively. Cross-Disciplinary Collaboration: Proven ability to work collaboratively with diverse teams, including designers and non-designers, to co-develop solutions. Omnichannel Approach - Understand each customer channel to ensure there is a seamless interaction and selfs-serve approach Digital Design Proficiency: Skilled in creating digital outputs such as wireframes, information architecture, and process maps. Research and Insights: Strong research skills with the ability to distil insights and develop user-centric actions. Facilitation Skills: Experience in leading participatory workshops and engagement activities. Project Leadership: Capable of leading large or small projects autonomously, from ideation through to delivery. Mentorship: Ability to mentor and develop team members, fostering growth and capability within the team. Qualifications: Education: Tertiary qualification in visual design, UX, service design, or a related discipline. Experience: 5-7 years of professional experience in service and/or experience design, with a focus on consulting being a plus. Passion for Innovation: A passion for creating human-centred experiences that delight end users and solve business problems. Be part of a forward-thinking team dedicated to pushing the boundaries of service design and enhancing customer experiences across various industries. If you're ready to make an impact and drive innovation, we want to hear from you. Apply now