Service Experience Lead
We're seeking a seasoned Service Experience Lead to lead the development of customer journey maps, future-state experiences, and service blueprints that drive real impact. You'll partner closely with cross-functional teams to deliver innovative, intuitive, and effective solutions that align with our transformation vision and business objectives.
* Drive end-to-end customer journey mapping and service blueprinting projects that uncover opportunities for growth.
* Champion user-centric design principles, ensuring every decision is informed by insight, research, and empathy.
* Facilitate workshops, interviews, and focus groups with diverse stakeholders.
* Analyse data from multiple sources, translating findings into actionable design strategies.
* Present solutions and recommendations to leadership that inspire alignment and drive impact.
* Mentor and coach others, building design thinking capability across the organisation.
About This Opportunity
* Lead complex design projects that require collaboration, strategic thinking, and empathy.
* Develop and execute service design strategies that meet business objectives.
* Stay up-to-date with industry trends and best practices in service design.
* Collaborate with cross-functional teams to ensure seamless implementation of experience improvements.
What We Offer
* A flexible, hybrid work environment that fits your lifestyle.
* Learning and development opportunities tailored to you.
* An inclusive culture where your voice matters.
* Opportunities to shape real change for members and communities.