Senior Design Lead | Customer Experience Solution Concept Design

Job details

Location: VIC - Melbourne
Reference: Ad-41773
Posted: about 1 year ago

Job description

  • Leading large-scale enterprise environment 

  • Deliver a world-class program for customer-focused experience 

  • Fantastic offices, Melbourne CBD 


A fantastic opportunity to build on your already strong Design Lead and User Experience capabilities to enhance the service delivery capabilities of this national Telecommunications business.  Activities within this business unit are predicted to grow threefold over coming years, resulting in the potential for a long-term engagement after an initial 6-month contract.  The role is entrenched in Digital Transformation and is critical to the success of enhancing customer experience.   

About the role: 

  • Reporting to the Senior Manager of Solution Design, the successful candidate will be allocated a specific portfolio.  

  • Define overall experiences relevant to your specific portfolio by identifying key users and stakeholders. 

  • Work with the research team to implement research strategies to understand user wants and needs in order to continually improve the service.   

  • Work with the strategy team to dissect data and information  

  • Create user advocacy within your portfolio.   

  • Work with Retail Service Providers, internal staff and field technicians.   

  • Use human-centred design techniques to achieve business objectives. 

  • Generate new and useful user insights and identify opportunities to improve services for users.   

  • Develop KPI’s to track and measure success.   

Required Skills & Experience: 

  • Minimum 5-years' experience in a Service Design role, leading end-to-end projects.  

  • Tertiary qualifications in Business, Research, or Design.   

  • Competence in design disciplines such as customer experience, service design, design thinking, human-centred design.  

  • Strong communicator in liaising with various business streams.   

  • Exceptional stakeholder engagement skills and ability to lead workshops.   

  • Competence in evidence-based customer research projects to uncover fact-based insights.   

  • Proven track record of success within large-scale enterprise environments.   

  • Well-versed in design methodologies and tools.   

  • Understanding of both Project Management and Product Development practices and methodologies.   


If you are looking for an exciting opportunity to work with a leading enterprise in an exciting and growing team, and feel like your experience is a good fit for the role please click APPLY or contact Christian on or 03 8610 6143. 

This job has expired!