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.