Customer and Service Design Specialist

Standards Australia; Sydney; On-site; AUD 90,000 - 120,000; Full time

Job summary

Standards Australia seeks a customer experience professional to improve end-to-end customer journeys using human-centred design. You will research needs, map current and future journeys, and translate insights into practical service improvements through testing with users and stakeholders.

The role emphasizes collaboration, workshops, and evidence-based recommendations to drive transformation across services and interactions.

Qualifications

• Minimum four years’ experience in customer experience, service design, or related field.
• Recognised qualification in Human-Centred Design / service design is highly regarded.
• Experience applying human-centred design to customer or service improvements.
• Strong written and verbal communication; able to present insights and recommendations.

Responsibilities

• Understand customer needs, behaviours, pain points and outcomes through qualitative and quantitative research.
• Plan and conduct interviews, observations, workshops, surveys, and feedback analysis.
• Identify root causes of customer pain points and translate into improvements.
• Lead development of current-state and future-state customer journeys.
• Apply service design methodologies to design and test improved services and interactions.
• Facilitate workshops and co-design sessions with customers and stakeholders.
• Test concepts with customers to validate assumptions and inform implementation.
• Iteratively improve solutions using feedback and evidence.

Skills

Customer research

Service design

Human-Centred Design

Communication

Workshop facilitation

Presentation skills

Stakeholder engagement

Education

Human-Centred Design qualification

Tools

Figma

Job description

Who are we?

Standards Australia (SA) is the peak standards development organisation in Australia, with a rich history that dates back to 1922. Currently, we are undergoing a significant transformation and growth phase. In recent years, our workforce has doubled, and we now proudly employ over 200 professionals dedicated to helping shape Australia’s future and fulfilling our mission of empowering communities.

Our organisation brings experts together to create national and international standards that serve as essential guidelines for products and services, ultimately benefiting the Australian community. Our vision is to be a global leader in providing trusted solutions that improve life today and tomorrow.

About the role

In this role you will improve the end-to-end experience of Standards Australia’s customers and stakeholders by understanding their needs, identifying pain points and designing services, journeys and interactions that are simple, effective and customer-centred.

The role applies customer research, Human-Centred Design, service design and customer journey methodologies to understand customer needs and behaviours, identify opportunities for improvement and translate insights into practical service improvements.

This role is a 12 month fixed-term contract.

What you’ll do

• Develop a deep understanding of internal and external customer needs, behaviours, expectations, pain points and desired outcomes through qualitative and quantitative research
• Plan and undertake customer research activities including interviews, observation, workshops, surveys, and feedback analysis
• Identify the root causes of customer pain points
• Bring together customer, employee, operational and business insights to support evidence-based improvement recommendations
• Lead the development of current-state and future-state customer journey maps to understand and improve end-to-end customer experiences
• Apply service design and Human-Centred Design methodologies to identify, design and test improved services, interactions and experiences
• Facilitate customer and stakeholder workshops, co-design sessions and ideation activities to explore problems and develop potential solutions
• Test proposed service concepts and experiences with customers, end-users and stakeholders to validate assumptions and identify improvements before implementation
• Apply an iterative approach to service design, using customer feedback and evidence to progressively improve proposed solutions
• Contribute customer and service-design expertise to broader business improvement, transformation and technology-enabled initiatives

About you

• Minimum four years' experience in customer experience, service design, Human-Centred Design, customer research or a related field
• Recognised qualification or certification in Human-Centred Design, service design, customer experience, design thinking or a related discipline would be highly regarded
• Experience applying Human-Centred Design and service design methodologies to customer or service improvement initiatives
• Previous experience with Figma or a similar tool will be highly regarded
• Strong written and verbal communication skills, including presentation of insights and recommendations
• Experience supporting customer or service improvements from discovery through to implementation and benefits measurement

Culture & Benefits

Standards Australia is proud to have been awarded the prestigious Employer of Choice Award for two consecutive years, 2023 and 2024. This recognition highlights our commitment to creating an exceptional workplace and fostering a culture of excellence. Our iCARE values form the basis of all we do – Integrity, Courage, Accountability, Respect, and Excellence.

We offer a range of People Perks that support flexibility, wellbeing, career growth, and recognition – helping you thrive at work and beyond.

What’s next?

Eligible applicants must be Australian Citizens, Permanent Residents or have legal rights to work in Australia. Shortlisted applicants will be contacted within 15 business days of their application.

At Standards Australia, we are proud to be an equal opportunity employer, and we are committed to fostering a working environment that values diversity, inclusion, and belonging. Our mission is to empower our communities, and in doing so, we strive to create an organisation that genuinely reflects and respects the diversity of the communities we serve; putting people at the heart of all we do. We welcome applications from people of all cultural and linguistic groups, people of all ages and genders, people with Aboriginal and/or Torres Strait Islander background, people with a disability, and people from the LGBTQIA+ community. Should you need any adjustments to be made to our recruitment process, please contact***********@standards.org.au