Customer Experience & 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

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.