Senior Service Designer

​​As a Senior Service Designer working in the Centre of Expertise, you will lead the way in designing Telstra’s 5 Star customer experience aspiration. You have a deep understanding of end-to-end customer experiences and global innovations that can radically uplift them. You can elevate your journeys to provide a strategic view across all channels (store, voice and self-serve) and products (mobile and fixed). You have excellent stakeholder management and influencing skills, you advocate for customer-led decision making and change across the business to ensure Telstra reaches its customer ambitions by driving improvements that stretch beyond optimisation. 
 
What You’ll Do​ 

​​Telstra Consumer - Customer Experience is responsible for creating and delivering a seamless and memorable customer experience across the board.​ 

​​· Conduct customer and stakeholder research to gather insights for five-star customer journeys. 
· Collaborate with customer journey experts (UX designers, journey optimization specialists, process specialists) to understand current state journeys and plan improvements. 
· Gather industry benchmarks and innovation research to inform five-star customer journeys. 
· Synthesise feedback into early-stage storyboards and prototypes to help articulate great ideas and prioritise digital products and services that drive the right customer experiences. 
· Define and design unconstrained five-star journeys in response to customer feedback and in line with Telstra’s brand promise and service operation outcomes. 
· Provide inputs and clarification for five-star reviews and assessments conducted by the business. 
· Deliver customer journey expertise and insights to the business through flow-to-work engagements targeting customer journey innovations and improvements. 
· Apply agile ways of working and design thinking techniques to experiment and incubate improvements that result in the right products, experiences, and solutions for customers. 
· Authentically engage and collaborate with internal stakeholders across the enterprise to establish holistic and integrated service experiences and best practice processes. 
· Apply your knowledge and expertise to guide and direct others in resolving complex customer problems and solutions.​ 

​​About You​ 

​​· Customer-Focused: Advocate for customers and prioritise customer needs in all business activities. 
· Design Thinking: Uses a human-centered approach to create effective solutions. 
· Proven experience in influencing change and the ability to communicate with influence. 
· Agile Methodology: Apply Agile principles for flexible and collaborative project management. 
· Group Problem Solving: Lead teams to collaboratively solve complex issues and identify customer-focused, innovative ways to solve them. 
· Extensive experience in Customer Journey Mapping and Product & Service Design. 
· Knowledge of customer, market and industry insights and trends. 
· Collaborate and Influence: Manage and maintain strong relationships with stakeholders and influence them to be customer-led.​