Senior Service Designer It starts with YES At Optus, we have an ambitious goal to be Australia’s most loved everyday brand. Our Customer Success division plays a key role in bringing that vision to life, being responsible for our digital channels and accelerating the responsible use of AI across Optus. This is your opportunity to join an award-winning AI team that is driving Optus towards a vision of becoming an AI-native Telco. As a Senior Service Designer, you will orchestrate the creation and implementation of innovative service designs and enhance customer experiences through AI-driven solutions. You will collaborate with cross-functional teams to drive service excellence, ensuring that our solutions align with both our business objectives and customer needs. Your day in the life of a Senior Service Designer: Develop and design customer journeys and blueprints, from initial sketches to detailed artefacts, including journey maps, blueprints, and service design summary packs. Lead service design for major projects or programs, ensuring alignment with product vision. Collaborate with Service Designers across various work streams to support broader chapter goals. Ensure the realisation of business benefits, accurately forecasting and measuring the impact of service designs. Effectively engage in squad ceremonies and daily collaboration, providing expertise in service design. Influence key stakeholders to build effective customer experiences Facilitate discussions and workshops on your work, including exploratory and collaborative sessions with team members and stakeholders. It starts with you A knowledge of AI tools and platforms to develop scalable solutions for complex challenges Proven experience in Service Design/ Product Design/ UX in a large organisation Proficient in Figma and design tools Excel in stakeholder management through effective communication, design, and reporting Strong experience with Human Centred Design and Experimentation frameworks Possess exceptional skills in project planning, work scheduling, and design governance management Excellent communication and influencing skills Identify and communicate opportunities to create measurable business impact Experience in leading, supporting and mentoring designers The good stuff … 3 days in the office, 2 days remote – with flexible hours to suit Inclusive paid parental leave, up to 14 weeks for the primary care giver All Optus employees have access to resources, webinars and support via the ‘Parents at Work portal’ Own your own growth by accessing an extensive online and facilitator led learning catalogue – even earn an MBA micro-credential via OptusU (University) Connect at work through one of our employee-led volunteer groups: Culture Connect, Elevate Women, Disability Network, Express Yourself (LGBTQIA), United Veterans and Yarn Network Vibrant campus life, variety of facilities including restaurants, cafes, gymnasium, GP, and post office Two easy travel options to Sydney Campus: Optus bus from Sydney CBD (20min travel time) and Macquarie University Metro Station (every 6-8 minutes); morning and afternoon At Optus, we have an ambitious goal to be Australia’s most loved everyday brand. Curious about our culture? Go behind the scenes with our people by searching OptusLife on LinkedIn. Intrigued but don't tick every box? We are building our AI capabilities and value diverse perspectives. If you're driven to join us on this journey, apply now - your passion matters more than a perfect match. At Optus, we are strengthened by others and that means valuing diversity and saying ‘yes’ to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email AccessibleRecruitmentoptus.com.au along with your preferred method of contact and we will be in touch. For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity.