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  • Senior Service Designer
  • Permanent role at an organisation with an award-winning culture that values diversity and inclusion
  • Hybrid working environment with flexibility options

About Us

Yarra Valley Water provides essential water supply and sanitation services to over 2 million people who live and work in the northern and eastern suburbs of Melbourne.  We see a bright future that starts with people.  Our award-winning culture fosters an inclusive, collaborative work environment and provides the development opportunities, flexibility and support that enable high levels of achievement and personal satisfaction.

Our innovative and exciting Digital Enablement Plan supports the delivery of our 2030 Strategy and will transform us into a modern, adaptive, and scalable digital utility with user experience at the centre. This is a perfect time to join us as we move into the delivery phase and put in place a range of technologies, both IT and OT, including major platforms such as Salesforce, Arwin and ServiceNow, field - based sensors including digital meters and the analytics to leverage the value of the data they return. These new technologies combined with our transition to Cloud Services will transform the way we work and the way our customers and community experience our services.

The role

Participate as a Senior Service Designer in the CX Division of Yarra Valley Water. Under the direction of the Head of Service Experience, manage and deliver design thinking and service design practices making use of design research to develop human-centred services that optimise customer and employee experience and help the business achieve its strategic objectives.

Your responsibilities will include:

  • Identify opportunities to apply human centred service design approaches to optimise customer and business value
  • Design end-to-end products and services, from discovery to synthesis and ideation through to design, prototyping, design delivery, sustainment and improvement
  • Provide guidance, monitor and assist other design team members to follow the service design and delivery process where necessary
  • Develop, articulate and champion a design and customer led approach to various programs of work, uplifting customer experience to current/evolving needs and delivering business value
  • Lead, manage and design primary qualitative and quantitative customer experience research to generate customer insights
  • Direct contribution to business strategy, including digital and ongoing inclusion of the customer voice Influence and inspire key stakeholders to dig deeper into customer understanding and perspective and challenge the status quo
  • Communicate effectively, build rapport, manage and consult with senior internal stakeholders to understand their challenges and objectives, and prioritise to drive key customer outcomes.


Skills and Experience

The successful candidate will be able to demonstrate the following:

  • Bachelor / Master of Design preferable but not essential
  • Minimum 5 years’ experience leading the design of human centred service experiences
  • Experience in services/service systems or product design
  • Experience within public sector is highly regarded

The Benefits

  • Joining an employer of choice with an award-winning culture
  • Home office set up allowance
  • Flexible working arrangements considered
  • Generous personal leave entitlements
  • Training and development opportunities
  • Onsite canteen and fitness group
  • Free flu vaccinations
  • Social events, skill-sharing and networking opportunities

For further information please click HERE to review the position description

How to apply

Applications should include a supporting Cover Letter and Resume.
Closing date: 07 July 2022

Yarra Valley Water is committed to creating a diverse and inclusive workplace, and strongly encourages applications from all types of people, from all walks of life. We believe diversity of thinking fosters innovation and delivers better outcomes for our customers, and we value a workforce that’s a match for our diverse community. 

This position is available for Yarra Valley Water employees and external applicants.
Successful applicants must be eligible to work in Australia and agree to provide information for pre-employment checks, if required for the position (which may include police records checks).