Service Designer

Your Role and Responsibilities
IBM Garage is seeking an experienced Service Designer to join a dynamic product squad at one of our clients in Perth. As part of a multi-disciplinary team, you’ll tackle complex, business challenges alongside other builders and thinkers from diverse backgrounds anywhere from AI to quantum. A successful candidate will be an organized go-getter with solid experience creating end-to-end experiences that span physical and digital interactions . You are a quick learner, enthusiastic, detail-oriented and collaborative —ready to roll up your sleeves and join a team that’s helping to bring human-centred design to the world’s most vital industries.

You will:

• Join a high performing product squad at one of our clients and generate insights through research with users, colleagues, stakeholders as well as your global IBM network to shape a holistic view of the total user experience.
• Design concept journeys, blueprints, and roadmaps that communicate how the total user experience can be elevated beyond the immediate product or service.
• Facilitate the collective understanding of the end-to-end, front-to-back experience by mapping the orchestration of events between people, processes & technology.
• Conduct research across the various forms including review of reports , previous experiments undertaken by other designers in your chapter and industry experts within IBM—to come to a point of view around what we know, where there may be bias and where we still have questions
• Leverage IBM Subject Matter Experts knowledge and thought leadership to harness domain expertise
• Structure appropriate forms of user research based on the degree of unknowns and lead the product squad through fieldwork, analysis of findings and insight development to drive product decisions.
• Storytell by creating deliverables, reports, presentations, and/or videos to document and bring to life insights in an engaging and inspiring way
• Guide the design process in your squad to ensure the squad adheres to the research findings and help remove bias in decision making.
• Mentor and potentially manage junior designers working on different initiatives and clients.
• Help grow the community and practice of design at IBM Perth.
• Participate in local & global chapter meetings and share relevant material with designers in Australia, New Zealand and beyond.
• Be part of a culture that values sharing of knowledge and cross learning opportunities

The successful candidate must have:

• Experience working in a product squad, Start-up or cross-functional team.
• 5+ years working in Service Design or organisational design departments
• Method experience: Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile.
• Experience planning, conducting, and mapping the current state of various platforms including the workflows, tasks, and the customer and employee needs – ideally in a start-up environment or other comparable exposure
• Experience gathering and evaluating user requirements, in collaboration with other squad roles to deliver intuitive and human-centred solutions
• Ability to design and conduct user testing and concept validation i.e. identify potential solution options for a stated user need and design experiments that help elicit the most viable solution for users
• Ability to frame key questions, create research plans to address those, conduct research, and synthesize the findings into meaningful, actionable insights for clients to help them understand how to achieve their business goals and objectives
• Articulate pain points, opportunities and uncover insights that can be mapped back to business value
• Illustrate your ideas using storyboards, process flows, service blueprints, customer journey maps and sitemaps
• Ability to synthesize data from multiple-perspectives, interpret it in new, relevant and actionable ways, and identify patterns to drive creative direction and opportunity and solution development.
• Ability to shape and lead strategic, systems thinking based upon insights gathered through research.
• Resilience under pressure and against deadlines.
• Self-starting attitude and an open outlook.
• Ability to influence and build relationships with senior executives
• Experience with Stakeholder management
• Experience with providing documentation and commercials during scoping activitie s
• Exceptional communication and storytelling skills; fluency and confidence in inspiring teammates and partners with user-driven rationale

Additional Skills:

• Must have executional skills in Mural, Adobe Creative Suite, Keynote, research survey tools, and other online collaboration & design research software tools. This is a hands on role and proficiency in an equivalent tool is expected.
• Nice to have executional skills in Figma & Sketch or other prototyping software tools.
• Experience running remote research and workshops