Located at Parramatta, conveniently next to train and bus station. Hybrid flexible working – in office and at home Fixed-term contract until September 2025 Opportunity to lead and drive transformational customer experience initiatives across Sydney Water An exciting opportunity has become available for a Senior Service Design Specialist to join the Customer & Stakeholder Engagement team within Sydney Water on a fixed-term contract until September 2025. The Senior Service Design Specialist provides customer experience insights and customer-centric solution options which support the organisation to make evidence-based decisions and deliver business changes, including new technology solutions, and improved products & services that align to customer needs and preferences. Your key focus in this role is to lead customer experience projects that provide input to complex, strategic and transformational initiatives using human-centred design (HCD) methodologies and tools to design solutions to meet customer needs, wants and values across all customer touchpoints, channels and journeys. Responsibilities: Lead and support transformational customer experience initiatives with the goal of increasing customer advocacy and reducing friction across the customer lifecycle Collaborate with cross-functional teams to identify key customer improvement opportunities, lead the discovery and design phase on transformational customer initiatives, and support the delivery of initiatives Use human-centred design methodologies and tools to conduct thorough research and analysis into user behaviours, needs, preferences and pain points. Champion and advocate for customer needs, wants, and values through the development of design artefacts such as journey maps, service blueprints and customer personas. Organise and facilitate discovery activities including ethnographic research, observation studies, contextual enquiries, ideation and prioritisation workshops to determine customer insights and business opportunities. Uplift the design capability of other team members through effective mentorship and coaching. Experience and Qualifications: Tertiary qualifications in a relevant discipline such as Business, Marketing, or Design thinking Minimum 5 years’ experience in a customer experience, design, business improvement or project / program management role Experience in leading customer experience design initiatives in large scale organisations Strong understanding and experience with using human-centred design principles, methodologies, and tools Strong problem solving capabilities and understanding of customer experience journeys and the ability to convert data-driven insights into design solutions and strategic outcomes Strong project management skills to drive cross-functional teams to achieve shared objectives and outcomes Strong communication skills and the ability to influence stakeholders and communicate complex ideas in simple terms Essential Requirements: You must be an Australian Citizen or Permanent Resident at the time of submitting your application to be considered for this role. For more information please contact hayley.williamssydneywater.com.au. Our commitment to employee well-being extends beyond the workplace. Here's how we support you: Flexible & Hybrid working options. Childcare allowances. Up to 18 weeks of paid parental leave. Novated lease opportunities. Fitness Passport providing access to numerous gyms and pools across NSW. Flu vaccinations and discounted health insurance memberships Closing Date: Monday 17 June 2024 at 11:59 PM. Please advise if you require any adjustments to actively participate in the application and recruitment process. Working at Sydney Water At Sydney Water, we are passionate about making a difference to the lives of our customers and communities. We have a proud heritage and progressive future providing world class drinking water and services that are vital to our customers’ quality of life and safeguarding Sydney’s future. We see the world is changing, so we are changing too. Our vision is to create better lives through world-class services, and we believe that starts with our people. Our people and their jobs are as diverse as the communities we serve. Our diverse skills, mindsets and backgrounds work together on exciting and challenging projects that make a difference and help ensure Sydney remains one of the most iconic and liveable cities in the world. We welcome and encourage applications from diverse backgrounds, including Aboriginal and Torres Strait Islander people, LGBTQIA, people with disability, people with caring responsibilities, people from culturally and linguistically diverse backgrounds, and veterans. As part of the application process, Sydney Water will be collecting your personal information to assess your suitability for the role. We will also use your personal information to establish a LiveHire talent profile in our Talent Community. We look at our Talent Community first when new opportunities come up when you apply for a role. Your personal information will be collected in accordance with LiveHire’s Terms , Privacy Policy and Sydney Water’s Privacy Collection Statement – Job Application Please see the position description for the role’s full accountabilities.