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Senior Customer Experience Designer

Apply now Job no: 53695886
Brand: Australia Post
Categories: Retail & Customer Service
Work type: Fixed Term Full Time
State: VIC
Location: Melbourne

You might think you know us, but we’re transforming.  

In this rapidly evolving commercial landscape, we’re changing too. In the Community & Consumer department, we’ve embraced the rise of digital and integrated the customer into everything we do – from the design of our strategies through to the execution of our day to day activities.

And we’re only getting started. 

The Community & Consumer team has end to end accountability for identifying, anticipating and satisfying customer and community requirements – from market research, marketing planning to brand positioning and product placement. We’re also strategically oversee advertising, promotional activities and understanding and influencing community and public relationships.

We’re on the lookout for innovative people to join our team. Working within a start-up culture that’s backed by all the resources Australia Post provides, the opportunity to innovate and push boundaries to improve services for all Australians is ready and waiting.

What does the role involve?

The Senior Customer Experience Designer is responsible for leveraging design thinking principles and associated tools to support the business across all customer segments and all channels to execute on the company strategy. The primary focus of this 6 month fixed term contract is to ensure that customer and people interests are reflected when solving strategic challenges and working across major programs to uplift the service experience. 

What are the key responsibilities?

  • Scope and plan experience design projects with the Head of Customer Experience
  • Establish relationships & liaise with key stakeholders throughout the project lifecycle
  • Bring design thinking into major programs of work to uplift the service experience
  • Design for the end-to-end cross channel experience, as well as individual concepts / features
  • Rigorously plan the research and design approach to refine focus, drive quality outcomes and to set and manage stakeholder expectations
  • Be hands-on and create service concepts and ideas using methods & tools that pull together all aspects of Experience Design
  • Enhancing the design approach with lean start up elements where relevant for a stronger quality output
  • Ensure the quality of Experience Design deliverables across a broad range of initiatives

What are we looking for?

  • A passion for customers
  • Extensive track record in customer research (contextual / depth interviews, observations etc), insights analysis and presentation
  • Planning and Project Management skills to keep momentum, drive outcomes and mitigate risks
  • Strong communication, presentation and influencing skills at all levels within the organisation

We believe investing in our people is good business.  

That’s why we have team dedicated to career coaching and support for our employees. And we know that your life outside of work matters. So while we work hard, we also have a culture that promotes a genuine work/life balance. ​  

Together, our differences make us stronger. ​  

With a reach across Australia and beyond, we’re building a workforce that’s as diverse as the communities we serve. Learn more about how we're supporting inclusion at Australia Post - https://mypo.st/Diversity If you require adjustments at any stage of the recruitment process, please reach out to the Talent Acquisition Diversity Team at inclusivecareers@auspost.com.au.   

Australia Post welcomes applications from Aboriginal and/or Torres Strait Islanders. Check out this short video https://mypo.st/WelcomeToCountry to find out how we acknowledge and pay our respects to the Traditional Custodians of the land we operate on.    

Ready to join the transformation of Australia Post? ​  

Click apply now, to help shape our tomorrow.  ​  


Advertised: AUS Eastern Standard Time
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