Service Designer: IT Innovation & Experience (Hybrid)

UNSW; Sydney; Hybrid; AUD 154,000 - 163,000; Full time

Benefits offered by this job

17% Superannuation

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Job summary

UNSW IT is seeking a Service Designer in Innovation Enablement to turn opportunities and insights into market-leading technology services. You will move ideas from discovery through co-design, service definition, pilots, and into delivery, balancing desirability, usability, feasibility and value at every stage.

Reporting to the Design Operations Lead, you will lead through expertise and influence, mentor teams, and help UNSW IT improve how it creates, launches and supports technology-enabled

Qualifications

• Five years of experience in Service Design, CX Design or similar role.
• Strong understanding of end-to-end service design from ideation to operation.
• Ability to translate customer needs into service requirements and practical solutions.

Responsibilities

• Conduct research to identify opportunities, requirements and gaps in service offerings.
• Co-design end-to-end service experiences across digital and physical touchpoints.
• Define detailed service specifications, requirements and performance criteria.
• Collaborate with owners to generate and evaluate new services and improvements.
• Create service journey maps to visualize current and future experiences.
• Model Service Design principles, mentor teams and promote design thinking.
• Develop proofs-of-concept and pilots with cost-benefit analysis for viability.
• Work with engineering, UX/UI, architecture, cyber, change mgmt and vendors.

Skills

Service Design

CX Design

Business Analysis

Stakeholder collaboration

Agile/Scrum

Design thinking

ITIL

Job description

UNSW IT is seeking a Service Designer in Innovation Enablement to turn opportunities and insights into market-leading technology services. You will move ideas from discovery through co-design, service definition, pilots, and into delivery, balancing desirability, usability, feasibility and value at every stage.

Reporting to the Design Operations Lead, you will lead through expertise and influence, mentor teams, and help UNSW IT improve how it creates, launches and supports technology-enabled