Lead Service Experience Designer
This is an exciting phase to join the Service Experience team as we look to the future, knowing that service delivery and the way we all access, design and build support services will be fundamentally different from today.
- 2 Permanent, full-time role
- Salary ranges from $113,343pa to $124,901, plus employers’ contribution to super and leave loading
- Parramatta location (Hybrid work model) or work remotely
About You/ Role
At core, the successful applicant will must be a strong leader to lead a team to design and deliver world-class service experience strategies, to support the development of a customer-centric service delivery model for our schools across NSW.
- You will have experience in leading a project and team from initial discovery all the way through design and delivery.
- You will possess experience and understanding in designing customer journey maps and service blue prints.
- Lead Service discovery process
- Translate user requirements into usability requirements and ensuring these are met at conclusion of UX design stage
- Lead end-to-end service design initiative including discovery workshops
- Possess strong design thinking.
- Work closely with the business and development teams, you can identify and frame customer problems and opportunities and be able to provide a pragmatic point of view on how this contributes to strategic service planning.
- You will thrive in collaborative environments, where your leadership and consultation skills can demonstrably lead to co-creation of services.
- You will be able to show how you can bring stakeholders along the journey and possess strong negotiation skills and be able to effectively communicate complex concepts to stakeholders or team members.
- Write insights recommendations and reports based on research findings
- Be able to articulate value propositions for recomended solutions, based on desirability, feasibility and viability matrix.
The person we’re looking for:
- Customer focused service designer who can lead a project from initial discovery all the way through to design and delivery.
- You are someone who can think high level and approach opportunities or problems with a strategic perspective, making use of customer insight and product data.
- Thrive in collaborative environments, can lead co-creation and bring stakeholders along the journey.
- Strong negotiation skills to maintain a focus on our customers.
Essential Requirements:
- Tertiary qualifications in Project Management, Business Studies, Service and Customer Experience and/or equivalent.
To apply
- Complete all the questions in the online application.
- Attach your resume (maximum of 5 pages) and a cover letter (maximum of 1 page)
Note: the selection process will include a range of assessment techniques to assist in determining your suitability for the role. Successful candidates will be required to undertake pre-employment screening for this role which includes a and National Criminal History Check.
Closing date: Sunday, 25 September 2022, 11:55pm
For role enquiries please contact Ruchita Dhiman, Manager Service Experience Design on ruchita.dhiman1@det.nsw.edu.au
We welcome applications from all ages and genders, Aboriginal and Torres Strait Islander peoples, culturally and linguistically diverse groups, the LGBTQIA+ community, veterans, refugees and people with disability. If we can make some adjustments to our recruitment/interview process to better enable you to shine, please contact the Diversity and Inclusion Team (dandi@det.nsw.edu.au) or visit NSW Department of Education Diversity and Inclusion.
A talent pool may be created through this recruitment process. A talent pool is a group of applicants who have been assessed and identified as suitable for this role, and who may be considered for a range of similar roles, including temporary, term or ongoing roles, over the next 18 months.
Responsibilities
Please refer to the attached Role Description