Senior Service Designer

Imagineers is a strategic design and intelligent technology studio in Australia and New Zealand. We design how your business can grow intelligently, then build it with you. We offer connected strategy, design, product, software development and transformation services in one studio.

You will act as a lead service designer on our client work, hands-on. Your job is to give our clients the best possible service and experience, using your mastery of service design in collaboration with your peers and the company founders to create outstanding work for our clients.

• Plan and run research with customers, frontline staff and the teams behind them, including people of all ages and with access needs.
• Map current services end to end, front stage and backstage, across every actor in the service ecosystem: customers, frontline and support staff, and partners.
• Define the types of customer the services have to serve and what each one needs from them.
• Design the future services: service blueprints, customer journeys, the roles, processes and handoffs behind them, and the service standards frontline teams work to.
• Prototype and test service concepts with customers and staff before anything is built, in collaboration with peers.
• Assist in designing and facilitating workshops with leadership, frontline, operations and technology teams, and get decisions made.
• Specify the changes behind the scenes that make the service real: requirements for product and technology teams, process and training changes for frontline teams, and measures for leadership.
• Pilot changes at a small number of sites before they roll out more widely, and measure what changed.
• Work with our UI/UX designers and technologists so that what happens in digital channels, on the phone and in person is one service.

• Senior service design experience, typically eight or more years, with services you designed that went live and that you can talk through in detail.
• Hands-on experience leading service design for services that run both in person and online, such as clinics, studios or branches alongside apps and websites, covering booking, centralised customer service and the back-office operations behind them.
• Experience working with healthcare services is highly preferable, with a mix of in-person, online and centralised customer service delivery.
• Service blueprints and journey maps that operations teams have used to change how they work.
• Research skills across interviews, contextual observation and co-design, and the judgement to know when the evidence is enough.
• Confident facilitation with executives and with frontline staff.
• Comfort working inside a client organisation, with competing priorities, and getting traction without formal authority.
• Work across more than one sector, and the range to move between clients.
• You run yourself: you set your own plan, keep your commitments, ask early when you are stuck, and need little oversight. We are a studio of collaborators who are very good at what they do, and we hire the same.

• Project based to begin, as a contractor to Imagineers, with the potential to grow into a full-time role.
• Work remotely whenever you are not working directly with clients.
• Work alongside senior strategists, designers, researchers and technologists.
• Use whichever design tools you prefer. You will work in our tools for work management and communication, such as Linear and Slack.