Service Designer

We’ve only just begun, but what a beginning. In a once in a generation moment, we’ve brought together powerful brands to create one united force. TPG Telecom has a powerhouse of brands which include Vodafone, TPG, iiNet, Internode, Lebara, AAPT and felix. The latest technology and brave thinking let us connect our people and communities. You could play a role in that. A big one. We invite you to bring your boldness and stand out. You are empowered. Opportunities are plenty for those ready to accept the challenge.

The opportunity

The Service Designer will partner cross functionality to embed customer experience best practice in product and service development, improvement programs, and associated operational processes. The Service Designer is a customer champion and expert in the practical application of a range of methodologies and tools to identify, measure and resolve customer needs and pain points across the end-to-end customer lifecycle. The Service Designer will lead by example and/or coach others in how to facilitate and collate inputs into service blueprints and highlight priority gaps to be addressed, to meet customer experience standards and achieve target outcomes.

Responsibilities

• Develop and maintain a CX toolkit consisting of key artefacts such as service blueprint templates and customer journey maps
• Support the application of CX methodologies and tools across people and process
• Undertake gap analysis and facilitate cross-functional workshops to support with the identification of gaps and opportunities against customer experience standards, to drive incremental improvements as measured by NPS, tNPS and other customer satisfaction measures
• Highlight priority customer needs and pain points and drive buy-in through to the prioritisation of improvements by appropriate delivery functions
• Coach others in the planning, design and facilitation of workshops, and the use of contemporary tools for efficient documentation of workshop inputs and outputs
• Partner with customer insight specialists and create connected environments with those who are accountable for product and service development or improvement program outcomes, to enable the sharing of relevant data and insights
• Provide visibility and maintain a customer experience improvement backlog, linked to customer journey maps, to enable impact assessments and prioritisation
• Conduct customer research and hypothesis testing in partnership with stakeholders

Required knowledge and experience

• Experience in a fast-paced service industry or organisation that is highly complex with rapid change
• Strong communication and proven facilitation skills across large cross-functional teams
• Experience in applying CX methodologies and tools that result in tangible actions and outcomes
• Experience in customer centric design including conducting customer research and/or partnering with agencies
• Experience driving engagement and buy-in in a complex stakeholder environment with competing priorities
• Creative problem solving and analytical skills with consideration across customer, people, process and system
• Proven experience of data driven decision making to achieve targets and KPIs
• Design Thinking or HCD certified is desirable
• Experience in an agile or digital transformation environment would be desirable but not essential
• Degree qualified in business or marketing would be desirable but not essential

Perks and Benefits

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free NBN 100 plan
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to LinkedIn Learning and Vodafone Learning platforms
• Access to Corporate Partner Discounts

Bolder and better together! 

Don’t meet every single requirement? We're ok with that. Studies have shown that women and those of underrepresented groups are less likely to apply for roles unless they meet every single criteria. At TPG Telecom we recognise that what may make you different, makes the difference!

We’re all about enabling every individual to be their authentic selves and creating a place where everybody belongs. If you are excited about this role, but your experience doesn’t align perfectly with every qualification in the job description, we encourage you to APPLY NOW regardless. You may just be the right candidate for this or perhaps another similar role with us.

We are a 2023 Circle Back Initiative Employer – we commit to respond to every applicant.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

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