About Us:

We are Callo, a boutique Service Design agency based in Melbourne.

We specialise in identifying failure demand across operational teams, conducting in-depth research on customer needs and preferences, and developing customer journeys, CX frameworks and practices in Journey Management.

Our mission is to work with organisations to align customer and business goals, to deliver better commercial outcomes and make a positive impact on the lives of their customers.

We are looking for a Design Research Lead / Senior Service Designer to join our team.

Position: Design Research Lead / Senior Service Designer

Initial Contract: 6-month project

Start Date: Immediate

Daily rate: $1000-$1200 a day

Team: Small, collaborative team

Melbourne-based (Remote / hybrid)

Role responsibilities:

Design and lead qualitative research projects, including developing research approaches, methods, and sampling mixes (some quantitative elements may be required)

Facilitate workshops with clients to identify key factors and attributes for participant selection

Present research outcomes to Executive teams

Lead the recruitment of research participants

Conduct various research activities, such as interviews and ethnographic observations

Analyse and synthesise research data to provide actionable insights

Mentor the team and enhance the rigour of our research practice

Required skills and experience:

Critical thinking and analytical skills (going beyond surface-level observations to uncover deeper meanings and implications)

Expert in journey mapping and blueprinting

Experience with Product Design and managing Product Performance and Lifecycle Management.

Experience developing broad and deep CX Frameworks

Expertise in researching customer needs and preferences, and developing persona frameworks

Experience in requirements gathering (technology, process, and behaviour)

Training and providing technical feedback to other senior designers in advanced research practices

Designing and leading the facilitation of workshops with small and large groups in person, online and hybrid

Positively influence and manage the expectations of clients and stakeholders as you work through the ambiguity and uncertainty of the research and design process.

Desirable skills:

Data visualisation skills, modelling concepts to enhance understanding

Advanced training or Degrees in research

Service Design training

About you:

Based in Melbourne or able to travel to Melbourne or Sydney for a few days each month, depending on client needs

Genuine, warm, and friendly, with a passion for working directly with clients and our team

Application and selection process:

We are looking to bring you onto this project in the next 1-2 months.

Please include a 1-page case study showcasing an end-to-end qualitative research project you have completed. Highlight your approach to design, recruitment, research execution, synthesis, analysis, and presentation of findings.

Outline your experience leading complex research and service design projects, that have aligned customer and business goals.

Be prepared to present this case study during your interview.

Share your portfolio of work and with examples of visualisations concepts and research outcomes.