Senior Service Designer (Remote)

As our Senior Service Designer, you’ll play a part in driving positive change for the communities we serve.

– 12 months fixed term, full time opportunity

– True hybrid working – work from home and our Mitcham office

– Purpose driven and value based organisation

Participate as a Senior Service Designer in the CX Division of Yarra Valley Water. Under the direction of the Head of Customer Experience, manage and deliver design thinking and service design practices making use of design research to develop human-centered services that optimise customer and employee experience and help the business achieve its strategic objectives

About us

We’re on a mission to create a brighter future, where you can be a change maker at the actual source. We’re one of Australia’s largest water utilities with over 30% of Victoria’s population relying on us for their essential water and sanitation services.

Our award-winning culture fosters an inclusive, collaborative, and flexible environment that enables our people to thrive. Here, you’ll be inspired and challenged to grow alongside us.

We’re committed to reconciliation and supporting the self-determined role for Traditional Owners/Custodians in water and land management.

Your key responsibilities

• Identify opportunities to apply human-centered service design approaches to optimise customer and business value
• Design end-to-end products and services, from discovery to synthesis and ideation through to design, prototyping, design delivery, sustainment, and improvement
• Provide guidance, monitor, and assist other design team members to follow the service design and delivery process where necessary
• Develop, articulate, and champion a design and customer-led approach to various programs of work, uplifting customer experience to current/evolving needs and delivering business value
• Lead, manage and design primary qualitative and quantitative customer experience research to generate customer insights
• Direct contribution to business strategy, including digital and ongoing inclusion of the customer voice.
• Influence and inspire key stakeholders to dig deeper into customer understanding and perspective and challenge the status quo
• Communicate effectively, build rapport, manage and consult with senior internal stakeholders to understand their challenges and objectives, and prioritise to drive key customer outcomes

What we’re looking for

• The successful candidate will be able to demonstrate the following:
• Bachelor/Master of Design preferable but not essential
• Experience leading the design of human-centered service experiences
• Experience in services/service systems or product design
• Experience within the public sector is highly regarded

Why Yarra Valley Water?

We celebrate and encourage new thinking at every level. Creating opportunities for you to grow – both professionally, and personally. When you flourish, we all do.

– $117,026.56 to $126,511.27 plus 12% superannuation

– Flexible working arrangements where our people are empowered to design their days with their team. Read our hybrid playbook HERE.

– $650 home office set up allowance for eligible employees

– Free and secure on-site parking with on-site café at our Mitcham office

– 14 weeks paid leave parental leave

– 15 days paid personal leave, which can be used for caring, wellbeing, mental health, menstrual or menopause

– Request to swap certain public holidays for another day of paid leave

To read more about our benefits and culture, read our employee handbook HERE.

Did you know?

Research shows that men apply to jobs when they meet an average of 60% of the criteria, while women and other marginalised people tend to only apply when they meet all of them. So, if you think you have what it takes, but don’t necessarily tick every box, please apply or get in touch. We’d love to have a chat and see if you could be a great fit.

How to apply

Applications should include a supporting Cover Letter and Resume.

Closing date: Thursday, 26th October 2024
This position is available for Yarra Valley Water employees and external applicants.

We welcome applications from everyone, including Aboriginal and/or Torres Strait Islander peoples, people with Disability, mature age and young job seekers, members of the LGBTI+ community, and people from all cultural backgrounds. If you need any help with the application process or would like to discuss your reasonable adjustments during interviews, please contact us via email recruit@yvw.com.au

Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position. This may also include a Police Check or AusCheck, where an offer will be subject to a satisfactory outcome of these checks.