Service Experience Designer

• Type: Contract
• Job #18001

About the role

Our state government client is seeking a Service Experience Designer to lead the design and delivery of improved customer experiences across digital and non-digital channels.
 

Key responsibilities

• Co-create and maintain current and future state service design artefacts (journey maps, personas, service blueprints) to visualise and improve how services are experienced and delivered.
• Collaborate with customers, frontline teams, and stakeholders to understand pain points, motivations, and unmet needs.
• Conduct and synthesise customer and stakeholder research and insights to inform concepts and service improvements across key touchpoints and journeys.
• Translate customer insights into actionable concepts and experience design initiatives
• Facilitate co-design and ideation workshops with cross-functional teams, customers and stakeholders to collaboratively solve customer and business problems.
• Prototype and test ideas at varying levels of fidelity, applying a try–test–learn approach to explore and validate improvements before implementation.
• Identify opportunities to improve how touchpoints, processes, and policies are experienced and delivered across the front and back – stage.
• Work closely with CX enablement, UX/UI, Customer Insights, Operations, and IT teams to translate experience concepts into deliverable actions that are feasible, desirable, and viable.
• Contribute to the development of experience standards, design artefacts, and service guidelines to support consistent delivery.
• Champion a customer-centred culture and build capability in human-centered design across the organisation.
• Support alignment of improvements with broader experience principles and strategy.

Essential criteria

Qualifications

• Tertiary qualifications in business, design, service innovation, human-centred design, customer experience, organisational development, or related field.
• Postgraduate qualifications and training in customer experience, service design or human-centred design will be highly regarded.

Experience

• Demonstrated experience (5+ years) in service design, experience design, CX design, or a related human-centered design role.
• Experience working in matrixed organisations, collaborating across product, digital, operations, learning and development, and change teams
• Exposure to statutory authorities (or public sector), insurance, health, or other regulated service industries (desirable)

Interpersonal and Communication

• Excellent interpersonal skills and the ability to build rapport and credibility with stakeholders at all levels.
• Strong facilitation and engagement skills across internal and external stakeholder groups.
• Skilled at communicating human-centred design thinking and concepts visually and verbally to a variety of audiences.
• Experience contributing to change initiatives, influencing behaviours and fostering alignment with strategic vision.
• Experienced in advocating for customer needs in digital decision-making forums.
• Strong written and verbal communication, with a focus on clarity and plain language.

Technical Skills and Knowledge

• Strong knowledge of CX disciplines, including:
• Journey mapping
• Personas and empathy mapping
• Prototyping
• Service blueprints
• Qualitative and quantitative research and synthesis
• Ability to identify customer needs and design services that are both viable for the business and valuable for users.
• Experience facilitating workshops and co-design activities with diverse stakeholders.
• Strong communication and storytelling skills, with the ability to present ideas clearly to technical and non-technical audiences.
• Proficient in tools such as Miro, Figma, Adobe XD, or equivalent collaborative and design platforms.
• Understanding of design thinking, systems thinking, and agile or iterative delivery methods.
• Comfortable navigating ambiguity across both strategic and delivery-focused design environments.

Planning and Decision Making

• Strong organisational and time management skills, with the ability to manage multiple priorities.
• Sound judgement and the ability to make evidence-informed decisions in complex service environments.
• Experienced in navigating ambiguity and driving alignment across technical and service delivery teams.
• ???????Understanding of implementation risks, technical constraints and change impacts in digital environments.

Group

• Operate in line with regulations, policies, procedures, and contractual arrangements
• Ensure that all records are maintained in accordance with WorkCover’s records management policies and procedures and meet
• legislative and business requirements
• Responsible for contributing to a safe workplace through incident reporting, and championing safety and wellness strategies
• Adhere to appropriate financial, records management, risk management and audit controls
• Achieve a reasonable work life balance for you and your team.

Contact details

For a confidential chat, please contact Maliha on 0447 071 145 or via email at Maliha@exclaim-it.com.au and we would be more than happy to provide you with additional information and assist in the application process.