**Vacancy Details**:
- Position:
- Organisation Unit:
- Location:
- Tenure:
- Closing:
- Synopsis:
- **Transform how customers interact with the City of Melbourne**:
- **Classification 5 - $99,022 -$111.457 + super**:
- **Help us refine each stage of the customer journey**
We are the City of Melbourne, a place to be** bold and inspirational.**
We are rapidly transforming to meet the evolving challenges faced by a global city. With a vision of being a leading organisation for a leading capital city, our mission is to create positive impact for our community. Each day, we work with passion and purpose so that together we achieve incredible things.
**How this team makes a difference to City of Melbourne**
The Customer Experience branch purpose is to make a difference for the City and its people. The vision is to anticipate our customers' needs before they do by putting them at the centre of everything the organisation does. The branch applies its unique understanding of customer and its knowledge of the organisation to deliver a positive and efficient customer care service. The branch partners with the organisation to realise the best customer experience possible.
**About the role**
The User Experience Designer is responsible for crafting innovative digital and physical solutions that transform how customers interact with the City of Melbourne. This role is dedicated to refining every stage of the customer journey, designing accessible, adaptable, and impactful products and services that address the diverse and ever-evolving needs of our vibrant community.
**Your responsibilities will include**
- Assisting in conducting customer research (leveraging diverse methods including interviews, surveys, usability testing) to gather insights and identify pain points in the customer journey.
- Supporting the creation of journey maps, customer profiles, story boards and experience flows to inform design decisions that improve both the customer and employee experience.
- Leveraging a variety of prototyping techniques from concept mock-ups through to wireframes to communicate solutions and enable iterative feedback from customers and internal stakeholders.
- Work alongside senior designers and cross-functional teams (technology, governance, communication, service) to implement design solutions and ensure consistency across channels.
- Contributing to the development and maintenance of the design system, ensuring consistency and scalability in solutions.
- Assist in conducting usability testing and gathering customer feedback to inform iterative design improvements.
- Helping maintain design documentation and project files for improved knowledge transfer and easy handoff to development teams.
**What you will bring (selction criteria)**
- Tertiary qualifications in Interaction Design, Service Design or a related discipline or equivalent relevant experience
- Demonstrated 2 to 4 years-experience within a commercial or government environment with a portfolio of inspiring and innovative solutions for customers
- Proficiency in the use of Human Centred Design and Design Thinking methods
- Analytical, strategic thinking and strong problem-solving skills
- Experience in digital design and prototyping tools such as Sketch, Figma, Adobe XD, ProtoPie or Framer
- Experience working in highly collaborative and multidisciplinary teams
- A passion for innovation including keeping up to date with design best practices trends
- Desirable (not essential) experience in CRM and data visualisation software such as Salesforce and Power BI and or other leading Customer Experience platforms.
By joining us, you will become part of a remarkable team who work in a constructive and inclusive culture to shape the future of this city. Together, we champion difference, celebrate achievement and recognise positive impact.
- To view the physical requirements of this position, please see below under Position Information._
**How to apply**
- Attach your resume
- Attach a separate cover letter (no more than one page)
Applications will be accepted up until **11:45pm on 14th March 2025.**
For further information about the position please refer to the position description below.
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