City of Stonnington is a child safe and equal opportunity employer committed to an equitable, diverse and socially inclusive work environment and a positive, barrier-free recruitment process. We actively encourage applicants from an Aboriginal and Torres Strait Islander heritage, people living with disability, LGBTIQ+ and people from culturally diverse backgrounds to explore the opportunity of a career at the City of Stonnington.

Here at the City of Stonnington we aspire to be a leading local government authority and to do this we need the very best people who share our belief in community and who want to make a difference. We value everyone's contributions, lived experience and expertise. We provide an inclusive and respectful workplace culture where everyone is supported to thrive and be authentic. There is a variety of benefits available for our people have a look at “Why Stonnington”.

If you have any support or access requirements, or would like to speak to someone about employment or an alternative processes, please contact Council’s Talent Acquisition team on 8290 1333.

Please view the below documents for this position:

• Success Profile
• Inherent Requirements

The Service Design Lead is responsible for driving customer-led service improvements within our organisation. The role focuses on working with business units across the organisation and using human centred design principles and tools to identify internal and external customer painpoints and develop solutions that deliver improvements for our community and organisation.
You will effectively partner with stakeholders to identify customer and organisational improvement opportunities based on customer insights, whilst also fostering key strategic relationships to facilitate a partnership approach to service design improvement.
Bringing your collaborative approach you will work effectively within the customer experience team to drive an innovation and continuous improvement workplace culture, and contribute to the CX strategic direction.

You will also:
• Lead cross functional teams to map end-to-end customer journey and processes
• Lead Discovery including research and problem definition
• Project manage the delivery of customer experience improvement recommendations
• Assess and quantify customer experience benefits to the organisation based on delivered improvements
This is a permanent full time position with an annual salary range of $105,785 - $117,494 per annum + 11.5 % superannuation.

We come together at least 3 days a week so we can collaborate in our vibrant office culture. When on-site you will enjoy modern and sustainable facilities and office spaces.

You are based within our bright, modern and sustainable 311 Glenferrie Road office, on the corner of High Street and Glenferrie Road in Malvern where boutique stores, cafes and health clubs are in abundance. From the office you can easily walk to Malvern Gardens, High Street Armadale and the Glenferrie Road shopping strip. Malvern and Armadale Train Station are a short walk away and tram stops are out the front of the building.

As a permanent employee you also get access to our wellbeing program, employee assistance counselling program and receive 17.5% additional pay when on annual leave.

• Experience conducting qualitative research and synthesising findings to produce actionable insights
• Strong working knowledge of service design and human centred design tools and methodologies, including the Double Diamond, service blueprints and customer journey mapping
• Experience managing CX improvement projects in a service organisation
• Effective methods for partnering with stakeholders to realise CX improvements
• Ability to work as part of a highly collaborative, multi-disciplinary team to deliver customer-focussed improvements
• Ability to convert complex into simple while managing varied stakeholder expectations.
• Substantial previous experience in a service design, customer experience or HCD improvement role, using design methodologies to improve customer experience and internal processes
• Qualifications or experience in service design and/or human centred design
• Well-developed project coordination skills

Join Stonnington today. Work that matters. People who make a difference.

Enquiries

For enquiries relating to the role, please contact Tony Kassimiotis Customer Experience and Continuous Improvement Lead on [email protected]

For enquiries relating to the system and the application process, please contact a member of the Talent Acquisition team on 8290 1333.

Submitting your application

We are no longer using Position Descriptions or Key Selection Criteria. Please use your cover letter to demonstrate to us that you can ‘deliver’ the aspects of the role and that you have what is needed to ‘thrive’. These are the top two sections in the Success Profile. You do not need to have a heading of each point or address each point individually. Recommended no more than 2 pages for your cover letter.

We are a 2022 Circle Back Initiative Employer - we commit to respond to every applicant.

To be eligible to apply for this position you must have an appropriate Australian or New Zealand work visa.

Connect with Stonnington

Want to know more about what we do or why you should work for us? Check our our Website, social medias below or subscribe to our newsletters.

Youtube | Instagram | LinkedIn | Twitter | Facebook | Explore Careers