#153813

Lead Service / CX Designer

Location:
Melbourne, Australia
Start date:
18/11/2019
Posted By:
Imy Storm
Date:
31/10/2019

Job Description:

We have a 6 month Lead Service Designer contract with a large FS corporate, to deliver on a Video Meetings project.

Background:

The project aims to use video as a new meeting capability, enabling human interactions between the business and its customers. 

Key outputs:

  • Define customer journey & customer insights
  • Design and build MVP and iterate in user trials
  • CX pack with insights and recommendations
  • Run and measure pilot across various branches and a head office team in order to refine features/target usage etc
  • Define the solution across people, process and technology to move to full rollout in late FY20 / early FY21

Requirements:

  • Must have 5+ years experience in the CX Service Design role
  • Must have experience leading a team
  • Must be comfortable in an agile and fluid environment
  • An eager self starter, comfortable seeking and finding information and building a network of contacts
  • Must be a competent stakeholder manager, able to keep multiple stakeholders happy and aligned on the deliverables
  • Confident running co-design sessions with stakeholders
  • Comfortable working across multiple projects
  • Confident directing and working in parallel with a more junior UX resource
  • Capable of delivering to tight deadlines