Senior Experience/Service Designer

Impact both the service and the product, Be supported by both our agency and an internal design team, Improve the service experience of iconic brands.SENIOR EXPERIENCE/SERVICE DESIGNER 
Sector: Telco
Key skills: 
Experience with Service Now, ITIL, Knowledge Management
Length: 3 months with the possibility of extensions


Our client is a business unit within one of Australia’s most iconic brands. They focus on Service Design in complex domains for enterprises. You’ll be part of an internal insights & design team that consults on several projects but comes together to hone their craft as designers.
You’ll be well supported with templates for internal processes and deliverable templates.

After developing a strategic framework for the delivery of managed services in ITIL, the previous designer was called into other high-priority work. Hence, we are in need of a Service/Experience Designer to continue to influence the priorities across technical capabilities of their ITIL systems (Service Now) by creating prototypes of both product and services experiences to iterate on.


  • Confidence in taking a team of diverse backgrounds through a design process.
  • More than 2 years of experience designing services
  • The ability to facilitate workshops to align the different stakeholders on the next steps to follow
  • Experience creating storyboards of service experiences that put customers at the fore
  • Experience sketching solutions of enhancements of software systems (ITIL systems is advantageous)
  • Test scenarios with real users of the system through usability tests or customer walkthroughs
  • A folio with strong examples on the first half of the design council’s double-diamond (discover/define).
  • The tenacity and resilience to work in a large corporate in both BAU as well as part of agile innovation labs.
  • Plan and conduct user research and apply the right methodology commensurate with the area of focus (customer interviews, site visits, diary studies, etc).
  • Present your findings and designs through persuasive stories using personas, scenarios and journey maps as well as the creation of new hypothesis
  • Experience with Service Now or ITIL is desirable


  • A friendly team working in a dynamic and rapid growth environment
  • Located in the CBD but during Covid you'll be working remotely
  • This opportunity has scope for growth and development
  • Support from Thought Collaborative Design Lead

Interested  Great, apply with your CV, examples of your work and a brief cover letter as to why you are the right fit.

We're a boutique Human-Centred Design. Our vision is to activate businesses to solve their most ambitious challenges through design. Our purpose is to use our profits and craft for social impact. We give our clients the power to ideate, create and deliver products and services that serve customers to achieve their goals. We solve challenges that range from visual designs all the way to an abstract thought or idea. We solve these through facilitated collaboration. That is why we call ourselves Thought Collaborative.

We use our craft for social impact
We empower parents in developing nations with business principles so that they can create their own economic opportunities and transform their communities. In other words, we use our customer-centred design skills to help communities design chicken coops, market stalls, schools and more.

21/07/2020 $0 CBD & Inner Suburbs 1 Design & Architecture
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