About them:

For decades, this not-for-profit (NFP) has provided crucial support to thousands of Australians facing their darkest moments. Through their digital products, this NFP has created an online self-help channel, aiming to help people, no matter where they’re at in their journey.

About the role:

This NFP is currently embarking on a major transformation of their core technology, platforms and workforce capability. This program of work is looking closely at the customer journey and improving the end-to-end experience across all their products and services.

Working in the Digital Product and Experience team you’ll use Human Centred Design approach to research, ideate, validate, realise and iterate products, services and experiences to better meet customer needs.

On a typical day you will:

• Document the current customer journey, identify pain points and opportunities for enhancement.
• Pilot, measure and learn. Look at testing new services that provide real world value to customers.
• Align technology, business and operations around user needs at any point in the journey for all the different customer touch points.
• Organise run and find insights from user-testing sessions and other research methodologies to inform service design decision.
• Translate learnings into frameworks that can inform service delivery guidelines and documentation.

You’ll also work with internal teams and capabilities to design the people, process, and technology foundations that enable these experiences.

About you:

As a Service Designer focused on the customer experience, you’ll play a pivotal role in refining and redefining the customer journey across various channels and touch-points. Your primary focus will be to create a harmonised, intuitive, and efficient experience for every individual reaching out for help, tailoring each interaction to their unique needs.

You’ll also have an action bias and be able to steer diverse stakeholders to implement a solution that helps the end user.

Requirements:

• A proven background in designing and improving end-to end experiences.
• Strong collaboration skills and an ability to align diverse stakeholders with the customer needs.
• An action bias – a background implementing service design prototypes rapidly iterating based on feedback.
• Excellent skills with service design tooling and a strong background leveraging human centred design principles.
• A strong understanding of technical environments and ideally a background working within mental health or call centre environments.

This is an excellent opportunity to lead and champion all the service design touch-points in a high profile not-for-profit. For further information contact Reece at [email protected] using the subject line: Service Designer enquiry via EthicalJobs.