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 | reese@justdigitalpeople.com.au