Address- Prominent WA brand and purpose driven organisation
- Permanent or fixed-term position, forget the short term contracts
- Primarily based in Leederville, a quick 5 minute walk from the train station
- Flexibility to work from home
About the role
As a member of our Customer Experience (CX) Design team you'll be identifying opportunities to enable improved Customer Experiences using techniques grounded in Human Centred Design.
You'll undertake research to uncover the needs and interactions that matter most for our customers, and you will influence how we prioritise and deliver improvements to drive both customer and business value.
This is a fixed term or permanent, full-time opportunity, offering flexible working arrangements.
What the role will involve
- Design coherent Customer Experiences across physical and digital channels - along with the mapping of customer touchpoints (to capture, measure and improve Customer Experiences).
- Produce service blueprints for key customer journeys and 'moments that matter', connecting customer interactions to underlying business processes - with measurement at key points.
- Use service blueprints to identify Customer Experience and process improvement opportunities
- Plan and facilitate design thinking workshops to identify underlying issues and smart solutions
- Apply Human Centred Design frameworks and methods to uncover customer problems and to produce insights
- Work closely with Customer Experience delivery teams to test desirable solutions (whilst also understanding feasibility and viability factors).
- Create and test prototypes with customers, as well as gathering structured feedback.
- Work with the Customer Program & Delivery team (and other Subject Matter Experts) to conduct initial problem/opportunity analysis and assist in the prioritisation of findings
- Work with the Customer Insights team to determine Customer Experience measures, and to monitor and steer performance
- Contribute to the delivery of specific corporate objectives and Customer Experience projects
Key skills and experience:
- Degree level qualification (or equivalent experience) in a relevant design, service management, digital or communications discipline.
- Considerable design experience across complex Customer Experience projects.
- Experience in designing concepts and prototypes for customer solutions.
- Relevant experience in leading the delivery of successful Customer Experience projects and initiatives.
- Relevant experience in meeting business objectives and customer requirements.
- Considerable experience with design thinking and agile development processes and methods (ideally in a large and complex organisation).
- Proven ability to provide innovative solutions that leverage technology to provide efficiency and / or CX improvements.
- Strong written communication skills, and the ability to visualise key concepts and processes
- Well-developed stakeholder engagement and influencing skills.
- Ability to drive results and take ownership of project
- Demonstrates a passion for technology as an enabler and keeps up to date on experience technology and best practice.
Apply: If you are interested in the above opportunity, please submit a covering letter and resume that best demonstrates your ability to meet the requirements of the role.
Applications close: Monday 1st April 2024
Please note: As part of the recruitment process you will be required to complete Pre-Employment screening which may include a medical, qualification check, police clearance and Australian working rights check.
Our commitment to a diverse and inclusive workplace
Diversity and inclusion are more than words. They guide us on building a thriving workforce that reflects the diversity of our customers and our community.
We encourage applications from every background, including Aboriginal and Torres Strait Islander people, people with disability, women, youth, LGBTQIA folks and people from culturally and linguistically diverse backgrounds.
Applicants with disability who require adjustments, or alternative methods of communication in the recruitment process, can contact a Recruitment Officer at: recruitment@watercorporation.com.au or 08 9420 2000
To read our diversity and inclusion statement, please visit our website
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