Overview:

  • Full-time, Continuing position
  • Salary Level HEW 7 ($94,838 - $102,657) + 17% Superannuation and Flexible Working Arrangements
  • Attractive benefits and hybrid ways of working with a values driven team
  • Based at the Melbourne CBD campus
  • About Us

    We are a passionate team of values driven designers and researchers. We care about creating customer centered change for prospective and current students, staff, and alumni, in the complex landscape of one of Melbourne's largest dual-sector universities.

    We are an inclusive, collaborative, and supportive team who love what we do. Through our work we bring together people, data, human experiences, and creativity to challenge mindsets and create change of big and small scale at RMIT.

    We believe in doing good, impactful work, following through on our research by bringing findings to life with design thinking led action, all while maintaining our work life balance.

    Our values as the CX team are: curiosity, people centricity, agility, and integrity. We live these through how we work with each other and stakeholders across the business, in our research through sharing authentic and provocative findings, and our flexible ways of working.

    About the role

    This role is a key member of the Customer Experience Capability team driving the creation and delivery of seamless customer experiences across all stages and touchpoints in the customer lifecycle. Helping the University grow customer satisfaction, increase efficiency of systems and operations and drive profitability.

    In order to do this Service Designers work on projects across the entire customer lifecycle at RMIT and works closely with colleagues in UX, UI and Accessibility, across the Experience Function, and RMIT to deliver. This role will be an active part of unpacking complex systemic challenges, researching new customer segments, advocating for the customer (staff and student), and customer centric change across the university.

    As part of the International & Engagement Portfolio, the role sits within the Experience Function spear-headed by our Chief Experience Officer. The function is responsible for Global Marketing, Brand management, Digital and CX, Student Recruitment and Admissions, Market Intelligence and Propositions (product and pricing strategy) and Alumni.

    About You

  • Collaborative and passionate about co-designing solutions to big and small challenges.
  • Value creating impactful change from organizational wide initiatives to incremental improvement.
  • Love getting your hands dirty and getting stuck into complex research and service design projects.
  • Comfortable working with and influencing stakeholders from many different roles and mindsets on cross-functional projects
  • Enjoy working with a diverse, inclusive, and people focused team.
  • Passionate about seeing projects through and championing insights into action.
  • Flexibility in balancing multiple projects, priorities, and stakeholders
  • Care about creating a better world through equitable access to education.
  • To be successful in this position, you'll have as a minimum:

  • Education - Bachelor's or master's degree in Service Design, Human Centred, User Experience (UX) Design, Interaction Design, and related fields, or equivalent on the job experience.
  • Work experience - Three or more years experience as part of a service design or Customer Experience team, or related role.
  • Customer-centric Design - Ability to employ human-centred design and design thinking methodologies to create customer experiences that are sensitive to customer needs, pain points, and behaviours to optimise user satisfaction and engagement.
  • Collaboration – comfortably collaborate with cross-functional team members from within and outside of CX and Experience to actively drive a culture of design thinking and customer-centricity across the organisation.
  • Driving Improvement - through the ongoing refinement of customer journeys and business processes. This is informed by discovery research, voice of customer feedback, data analysis, and emerging trends, leading to actionable improvements that elevate the customer experience and operational effectiveness.
  • Proficiency in design and prototyping tools such as Adobe creative suite, Miro, Figma, and similar software.
  • Excellent communication skills in producing and sharing findings through compelling artefacts such as service blueprints, journey maps, research reports, data visualization, and personas.
  • Please Note: Appointment to this position is subject to passing a Working with Children and National Police Check.

    When you join our team, you'll be able to access a range of benefits: Benefits and recognition - RMIT University

    From travel to fitness, there's something for everyone!

    To Apply

    Please submit your CV and covering letter for this position by clicking on the ‘ ' link at the top of this page.

    For further information about this position, please see the Position Description hyperlinked below.

    Position Description - Service Designer

    Please note, if you are viewing this advert from an external site, please click ‘apply' and you will be redirected to RMIT's Jobs website to access the Position Description at the bottom of the page.

    #LI-Hybrid

    Applications Close:

    17 Apr 2024 11.59 pm

    RMIT is an equal opportunity employer committed to being a child safe organisation. We are dedicated to attracting, retaining and developing our people regardless of gender identity, ethnicity, sexual orientation, disability and age. Applications are encouraged from all sectors of the community and we strongly encourage applications from the Aboriginal and/or Torres Strait Isla n der community.

    At RMIT, we are committed to supporting adjustments throughout the recruitment and selection process, as well as during employment. We actively support and encourage people with disability to apply to RMIT. To discuss adjustment requirements, please contact Kassie (Senior Talent Acquisition Advisor), via [email protected] or visit our Careers page for more contact information - https: // www. rmit.edu.au/careers.

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

    Job details

    Title

    Service Designer

    Employer

    Royal Melbourne Institute of Technology

    Location

    Australia

    Published

    April 03, 2024

    Application deadline

    April 17, 2024

    Job type

    Administration/Managerment

    Field

    Arts and Culture,Business and Economics,Social Science

    About the employer

    The Royal Melbourne Institute of Technology usually known as RMIT University is a research university established in Melbourne, Australia. The university has got a huge campus and has international recognition for providing brilliant vocational and professional education, applied research and other things. Francis Ormond laid the foundation for the university in 1887. It initially began as a night school where courses related to technology, art, and science were offered to students. The university was granted the title of the public university in 1992.
    RMIT University enrols almost 87,000 students every year, including 34,347 international onshore and offshore students. University also earns $54.1 million through their research income.

    The university holds 11th rank in the whole world in the field of art and design subjects. The main campus of RMIT University is in the centre of Melbourne city and has got huge heritage value as the campus is located in the oldest section of the city. Other two campuses of the university in Australia are Bundoora Campus and Brunswick Campus. It also has two regional sites and two campuses in Vietnam and a centre in Spain. Since then the campus has developed to 87 buildings.

    The unique feature of RMIT University is that there are no boundary walls and the whole of the university is spread along with the six city blocks covering a huge area of about 720,000 sqm.

    The strength of the alumni community of RMIT University is more than 437,000 graduates who are currently working across 130 countries. Some of the well-known alumni of the university are Jim Stynes, famous charity worker; James Wan, movie director and writer; Lydia Lassila, Australian winter Olympic gold medalist; Charles Billich, famous Australian artist and Australian animator Felix Colgrave.

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