Service Design Leader
UX Design
Contract or Temp
$150000 - $160000 $150k - $160k + super
Salary Period PerAnnum
Posted On 16/11/2023


Reporting to the Head of Experience Insights and Design, the Service Design Manager leads strategic design initiatives and a team of experience designers. This key leadership role involves driving the strategic vision for delivering a customer experience that creates value for both customers and the business.
Key Responsibilities:
  • Develop and execute design vision and strategies aligned with organisational objectives.
  • Collaborate closely with the CX Manager to translate insights into actionable design principles and guidelines, enhancing the overall customer experience.
  • Utilise journey maps to inform design decisions, ensuring alignment with the overall customer experience.
  • Collaborate with cross-functional teams to seamlessly integrate design solutions.
  • Foster strong relationships and communication channels for successful collaboration.
  • Lead and inspire a team of experience designers, providing guidance, mentorship, and support.
  • Encourage strategic thinking and delivery of high-quality design solutions.
  • Collaborate with stakeholders to establish design standards, best practices, and processes.
  • Define design objectives, success metrics, and roadmaps for achieving the desired customer experience in collaboration with stakeholders.
  • Establish and maintain design processes, tools, and documentation for streamlined workflows and consistency in design deliverables.
  • Monitor and analyse feedback and metrics to measure the effectiveness of design initiatives and their impact on the customer experience.
Experience and Technical Expertise:
  • Deep understanding of design thinking methodologies, customer experience principles, and design strategy frameworks.
  • Demonstrated leadership capabilities, including building high-performing teams, developing talent, and inspiring a passion for the customer and human-centred design.
  • Proven track record in leading projects, showcasing well-developed project management skills.
  • Proficient in customer experience measurement, business analysis, process mapping, customer journey, and user experience design.
  • Successful design and delivery of customer initiatives across multiple channels in a complex environment.
  • Experience in financial management, encompassing budgeting, contract management, procurement, risk management, and project management.
  • Strong ability to influence and persuade, contributing to a positive image for the organization.
Other things to note:
  • $150k - $160k + 12.5% super
  • Hybrid role - MUST be Brisbane-based
  • Police Check required
  • Working alongside a high-performing team
  • 18 month fixed-term contract initially
This leadership role collaborates closely with internal and external stakeholders, emphasising alignment with business goals and contributing to the overall success of the organisation.
Reese Provost | Senior Consultant CX, UX, UI, & Product |

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