Service Design Manager

About the Company:This large Government-owned business is going through a major digital transformation and capability uplift. They are in the process of reimagining each of their digital products to optimise the customer journey through each of their channels. As the Service Design Manager you will lead and oversee strategic design initiatives and a team of experience designers, to deliver a customer experience that achieves value for both the customer and business. 

About the Role:

As the Service Design Manager, you will champion and facilitate innovation and experimentation practices to achieve the organisations vision, utilising your expertise in human centred design, interaction design and design thinking. As a leader in the business you will work closely with key internal and external stakeholders and team to shape the overall customer experience in alignment with business objectives. 

Key Responsibilities:

• Lead the development and execution of design vision and strategies that align with the organisations vision and objectives
• Manage the translation of insights into actionable design principles and guidelines that enhance the overall customer experience, develop comprehensive customer journey maps that identify touchpoints, pain points, and opportunities for improvement.
• Responsible for the utilization of journey maps to inform design decisions and align the overall customer experience
• Collaborate with stakeholders from other teams to ensure seamless integration of design solutions across the organisation
• Foster strong relationships and effective communication channels to drive successful cross-functional collaboration
• Lead and inspire a team of experience designers, providing guidance, mentorship, and support to foster their professional growth and development
• Encourage the team to think strategically, push boundaries, and deliver high-quality design solutions
• Set clear objectives, provide constructive feedback, and conduct regular performance reviews to ensure the team’s success
• Collaborate with other managers and stakeholders to establish design standards, best practices, and processes that optimize efficiency and quality
• Collaborate with stakeholders to define design objectives, success metrics, and roadmap for achieving the desired customer experience
• Establish and maintain design processes, tools, and documentation to streamline workflows and ensure consistency in design deliverables
• Establish, monitor and analyse feedback and metrics that measure the effectiveness of design initiatives and impact on the customer

About You:

• 4+ years in a Service Design leadership role
• Strong understanding of design thinking methodologies, customer experience principles, and design strategy frameworks
• Proficiency in using design tools and software
• Proven leadership experience capabilities including demonstrated experience for building high performing teams and developing talent
• Proficient understand of customer experience measurement, business analysis process mapping, customer journey and user
  experience design
• Demonstrated design and delivery of strong customer initiatives across multiple channels within a complex environment

For more information on this role and others I have coming up, please contact Olivia at BLACKROC at ******@blackroc.co quoting reference 1183964. 
Additional information

• Lead and manage a high-performing team of Service Designers
• Think strategically, push boundaries, and deliver high-quality design solutions
• Create blueprints and have an impact