TELSTRA Associates
TELSTRA Associates
A leading IT Consultancy is seeking a Service Designer on a contract basis to work on a project with a leading Government department.
This role is remote but occasional visit to client office for workshops or Team away days.
Experience Required:
- 7 to 9 years professional agency, consultancy and/o client-side experience in delivering, influencing, shaping direction of creating best in class digital and non-digital Products and Services
- A real breadth in your strategic design and technical expertise – from research techniques to workshop facilitation to service design thinking with the ability to understand technical constraints and processes
- A strong portfolio that includes a collection of real-life product examples and case studies that show your capability in design thinking with end-to-end services design practices
- The ability to be highly independent, confident, and flexible to adapt to a fluid landscape.
- The capacity to learn and adapt to new ways of working and thinking, communicating effectively through storytelling
- The aptitude to effectively manage and leverage project teams, illustrating the value that design can bring to the enterprise commercially and technically
- Experience in converting insights and requirements derived from user research, business stakeholders and data analysis into practical execution. Aligning front to back of house experience design
- A strategic approach to problem-solving and ability to think far beyond the user interface
- Strong knowledge and proven practical execution of Customer Centric Design Principles
- Experience in planning and conducting user research, usability testing, interpret feedback and incorporate into future iterations
- Experience in designing, service design blueprints, customer journey and empathy mapping
- Experience in facilitation of Design Workshops with a variety of stake holders at all levels of an organisation
- Proven experience practice knowledge working in Agile Projects from user stories and backlog management to acceptance criteria
- Proficiency with design tools such as: Figma, Sketch, Adobe XD, inVision Studio, Zeplin, Axure RP.
- Solid understanding of usability and accessibility standards including Web Content Accessibility Guidelines (WCAG) & ISO 9241
- Work closely with other designers, commercial and technical teams to execute a balanced approach to delivery. Where required can manage a team(s) and mentor as appropriate.
- Knowledge of GDS standards
The Role:
- Plan and execute co-creation workshops with stakeholders to propose the most viable solution for a given problem.
- Apply knowledge in human factors, ethnography, and the user-centred design process to product
- Take account of any pre-construction information provided by the client (and principal designer, if one is involved)
- Design the User Journey Map so we can identify pain points and issues that need to be addressed in a given service.
- Design the Service Blueprint and prepare it to be presented and delivered to the client.
- Take steps to reduce or control any risks that cannot be eliminated.
- Support the learning and development of less experienced and trainee Service designer within the team
- Thrive working in an agile environment, using your own creativity, resourcefulness and initiative to maximise the quality of service design and its impact on the service development
- Be visible within the team and be able to engage, build trust and energise a team culture that is responsive to the service design
-Understand user needs. Collaborate with multidisciplinary teams to understand behaviour and feedback
-Good working knowledge of service design in practice
-Analyse research findings, data, insight gathering, critical thinking and concept generation
-Strong grasp of qualitative/quantitative research methods. Work with researchers to conduct these studies.
-Lead workshops to drive actionable outcomes
-Support the communication with product owners & policy colleagues to define the customer journey, articulate the vision for products and services
-Understand as-is service design and identify improvements.
-Create high quality service design deliverables, including personas, experience maps, insights packs, user flow maps, and service blueprints
-Provide support and mentor team members