Senior Service Designer
Research and Service Design | Victoria
Millions of Australians and hundreds of thousands of businesses rely on Australia Post to get parcels where they need to go. As a Senior Service Designer, you'll shape how those journeys work across the whole service, from the first pick-up request to the moment a parcel lands.
The Research & Service Design team are a key pillar of our Post30 strategy to create the best eCommerce shipping experience in the world and to help Australian businesses win in a competitive market. You'll have seen our campaigns, how we help translate business owners big boss energy into delivery for them and their customers. You'll have noticed the increase in parcel lockers around the place, making lodgment and delivery even easier. You'll have seen our commitment to sustainability and recommerce with Vinted.
The role
You'll join a high performing Research and Service Design team within our Freight Experience and Planning division, part of Parcels, Post and eCommerce Services business unit that is responsible for over $8 billion of parcel revenue annually.
The team works nationally, alongside Product Design, and reports to the Manager, Research and Service Design. You'll sit among a group of senior designers who help solve complex customer and operational problems. This is a senior craft role.
This is a 5-month fixed-term contract/maternity leave cover until the end of April.
You'll:
- Create end-to-end customer journeys from a service design point of view and turn research into a clear set of initiatives.
- Facilitate co-design with customers, frontline teams and subject matter experts.
- Build service blueprints and wider service ecosystems, then validate them with users and stakeholders.
- Translate what you learn into marketing, communications, change, business and technical insights and collaborate with those teams that bring things to life.
- Advise senior leaders on design recommendations, and speak for the customer when commercial, operational and customer needs diverge.
How we work
We use human-centred design and an adapted Triple Diamond: discovery, definition, development and delivery, with an extra stage to align opportunities and initiatives before anything is implemented. You'll help apply service design, omni-channel and accessibility principles consistently, working with Product Design and cross-functional product and delivery teams.
Day to day, you'll also
- Plan and run qualitative research at every stage of design, and support quantitative research in co-operation with SMEs
- Build the artefacts that get people aligned: journey maps, service blueprints, ecosystem maps, concept designs, roadmaps and experience measurement strategies
- Run ideation and co-design sessions with customers, frontline staff, SMEs and delivery teams
- Scope and plan design work, then deliver it well and on time
- Coach others in human-centred design and help develop our methodology with the wider research and design community
About you
You're curious about people before solutions. You form views from evidence, not opinion, and change them when the evidence changes. You can explain to a senior leader why an experience matters to customers and to the business, and make a credible case for action. You're generous with your craft and help the designers around you get better.
You'll bring:
- Experienced in service design, strategic design or design research, with a portfolio we can talk through
- Experience applying a range of research methods across different projects and user groups, and a clear sense of each method's strengths and limits
- Comfort with futures thinking, systems thinking and complex organisations, plus a grasp of quantitative analysis
- An understanding of accessibility and inclusive design, and a working knowledge of generative AI
- A tertiary qualification in design, data analysis, business or an equivalent field
Nice to have: visual design craft (valued, but research depth and service design thinking come first), and/or experience in logistics, postal services or freight.
What's in it for you
- Real scope: national work, complex systems and a transformation program
- Hybrid working, including two days a week from home
- Room to grow and develop within a large business
- Team member discounts, evolving flexible work and leave policies, and health and wellbeing resources
All walks, one route
It takes a lot of us to deliver for every Australian, and the people behind the parcels should reflect the people receiving them. We welcome people of all ages, genders and backgrounds, including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA+ communities and refugees.
We're a Disability Confident Recruiter, committed to an inclusive, barrier-free hiring process and workplace, and to building a gender-equitable experience for everyone who joins us. For accessibility questions, contact our Diversity & Inclusion team at inclusivecareers@auspost.com.au or 03 8737 9415.
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