Service Designer

TPG Telecom started with a belief that we can make things better for Australians. We believe in the power of meaningful relationships to support vibrant, connected communities where everyone belongs. It’s our why; our reason to exist. Now, we’re proud to be one of Australia’s leading mobile and internet providers. We’re not just redefining telco, we’re changing its course. And you play a role in that. A big one. The opportunities are plenty for those who are ready to accept the challenge. Could that be you?

Your opportunity:

The Service Designer will partner cross functionality to embed customer experience best practice in product and service development, improvement programs, and associated operational processes. The Service Designer is a customer champion and expert in the practical application of a range of methodologies and tools to identify, measure and resolve customer needs and pain points across the end-to-end customer lifecycle. The Service Designer will lead by example and/or coach others in how to facilitate and collate inputs into service blueprints and highlight priority gaps to be addressed, to meet customer experience standards and achieve target outcomes.

You'll make impact by:

• Supporting the end-to-end strategic design process throughout design led projects – participating in all aspects of the service design approach from scoping through to research, synthesis, mapping and recommendations.
• Developing and maintaining a CX toolkit consisting of key artefacts such as customer journey framework, customer needs repository, DVF canvas etc.
• Developing service blueprint templates and customer journey maps based on customer research
• Supporting the application of CX methodologies and tools across people and process
• Undertaking gap analysis and facilitate cross-functional workshops to support with the identification of gaps and opportunities against customer experience standards, to drive incremental improvements as measured by NPS, tNPS and other customer satisfaction measures.
• Highlighting priority customer needs and pain points and drive buy-in through to the prioritisation of improvements by appropriate delivery functions.
• Advocating for customer centricity and research based recommendations
• Coaching others in the planning, design and facilitation of workshops
• Partnering with customer insight specialists and create connected environments with those who are accountable for product and service development or improvement program outcomes, to enable the sharing of relevant data and insights.
• Working closely with product, UX, platform and technology teams to ensure design work is relevant and actionable within oganisation
• Providing visibility and maintain a customer experience improvement backlog, linked to customer journey maps, to enable impact assessments and prioritisatio

What you’ll bring:

• 3 years experience working in service design / strategic design / HCD focussed role
• Tertiary degree in design / service design OR Tertiary degree in related field with transferrable skills
• Experience working in a fast-paced service industry or organisation that is highly complex and regulated with rapid change.
• Strong communication and proven facilitation skills across large cross-functional teams.
• Experience in applying CX/HCD methodologies and tools that result in tangible actions and outcomes
• Experience working on or leading e2e design led projects, including conducting qualitative customer research, synthesis, concept sketching, ideation, DVF methodology, double diamond methodology.,
• Experience driving engagement and buy-in in a complex stakeholder environment with competing priorities
• Creative problem solving and analytical skills with consideration across customer, people, process and system.
• Proven experience of data driven decision making to achieve targets and KPIs
• Understanding of basic business principles and considerations

Ideally, you will also have:

• Experience in an agile or digital transformation environment.
• Experience in facilitating the scoping/defining stages of design projects
• Experience taking business stakeholders on journey through design led work
• Experience working with external/agency or hybrid inhouse service design team
• Experience working closely with UX/UI teams and quantitative research teams
• Experience leading design led recommendations or improvements through business to point of implementation

What's in it for you?

• Flexible hybrid way of working (from home and office)
• ‘Stay Connected Mobile’ – Access to a free mobile plan
• ‘Stay Connected NBN’ – Access to a free, high‑speed NBN plan (up to 500 Mbps)
• ‘Your Leave’ - an additional 4 days of leave to be used whenever you like - every year
• Access to TPG Learning Hub platform and internal development opportunities
• Access to Corporate Partner Discounts

Come join us and build a better future. Apply today.

Don’t meet every single requirement? That’s OK! At TPG Telecom, we’re all about creating an accessible workplace where everybody feels safe to bring their authentic self to work - regardless of background. If you think this role is a great fit for you but some of the qualifications don’t align with your experience, we still encourage you to apply - you might just be the perfect candidate for a similar role with us! Learn more about life at TPG Telecom here.

TPG Telecom also acknowledges the Gadigal People of the Eora Nation as the Traditional Custodians of lands and waterways where this office can be found in Barangaroo.

Our Talent Acquisition Team and Hiring Managers kindly request no unsolicited resumes or approaches from Recruitment Agencies. TPG Telecom is not responsible for any fees related to unsolicited resumes.

#LI-Hybrid

• Join a powerhouse of brands that connect customers, businesses and communities.
• Bring your boldness and stand out in an organisation that supports you to shine.
• Access to awesome perks like a free mobile and home internet plan!