Are you passionate about the Telco industry? Are you seeking an interesting role, where you can work with the best in the business and be at the forefront of technology, then we would like to hear from you.

We are looking for a leader in the field of Experience Design to work with a team that has a passion for delivery and exceptional customer experience.  Your new position as Experience Design Lead will see you responsible for the UX across Telstra Country Wide, where you will take ownership of opportunities in our users’ experience (both customers and team members), design improvements and then be either leading or a part of implementation. Additionally you will conduct and facilitate a wide variety of design activities, such as sprints, prototyping, journey mapping, user research and sketching.

The role is to create & lead a program of experience design and improvement in our retail network, by gathering knowledge on user behaviour and guiding the development of various projects that will involve designing in store experiences, physical touch points in store and potentially products which enable that journey.

You will also take a lead in embedding a human-centred design culture in Telstra Country Wide, so that our whole team is aligned behind a goal of delighting our customers through bringing them into the design process.

This role is vital to support our strategy of designing and delivering a world-class, digitally-led customer environment – acting as the primary voice of our users, both customers and teams, and ensuring our vision for experience design is executed with constancy across our diverse local points of presence in an evolving environment.

Key Accountabilities:

  • Identify and prioritise customer and team needs/pain points to help define and prioritise an Experience program in Telstra Country Wide TCW (that’s all our store nationwide)
  • Plan and facilitate design activities to address user experience opportunities.
  • Measure our performance in user-centred terms.
  • Build concepts, prototypes and designs in partnership with internal & external designers to test assumptions and gain feedback.
  • Validate and iterate to constantly refine our approach.
  • Lead and deliver visual design development of final concepts.
  • Delight our customers by pushing the boundaries of customer experience

To be successful in this role you will demonstrate the following skill set:

  • Proven experience in Service Design or User/Experience Design
  • Bachelor or higher degree in design related field
  • You are able to break out of the box and think differently. You know there isn't a single answer to a design problem and can readily bring multiple to the table at short notice.
  • You will be a skilled practitioner with a proven track record demonstrating your ability to deliver and you’re constantly looking to make things better.
  • You're comfortable in collaborative, remote (not all of your team colleagues will be in the same city as you) team environments and communicate well with designers, developers, engineers, executives and customers alike.
  • You can design great services, to meet the needs of our customers and staff alike; within a complex service environment and have the confidence to sell the concepts to any level of the business.

If you feel you possess the above and also the skills and experience outlined, we would like to speak with you. "Apply Now" with an up-to-date CV and application letter.

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