Melbourne, Victoria RMIT
* 1 x Full-time, Continuing position available
* Salary Level HEW 7 + 17% Superannuation
* Based at the Melbourne CBD campus, but may be required to work and/or be based at other campuses of the University
About RMIT
RMIT is a multi-sector university of technology, design and enterprise with more than 91,000 students and 11,000 staff globally. RMIT offers postgraduate, undergraduate, vocational education and online programs to provide students with a variety of work-relevant pathways.
Our purpose is to offer life-changing experiences for our students, and to help shape the world with research, innovation, teaching and industry engagement. With strong industry connections forged over 130 years, collaboration with industry remains integral to RMIT's leadership in education, applied and innovative research, and to the development of highly skilled, globally focused graduates.
About the Role
At RMIT, we're committed to staff and student experience. We believe every user journey offered by RMIT should be as seamless and intuitive as possible having fully considered the user experience and back office processing requirements.
As the Customer Experience Service Designer, you will be a key member of the customer experience team driving the creation and delivery of consistent customer experience across all stages and touchpoints in customer journeys helping the University continually achieve greater customer satisfaction, increased efficiency and profitability. This role will see you play a pivotal role in outlining and achieving how customers perceive the University while driving higher customer satisfaction from staff, prospect and current students. You will act as the advocate for the customer (staff and student), share knowledge and provide leadership across the broader University in customer experience techniques, solutions and platforms.
To be successful in this position, you'll have
* Experience in all aspects of customer experience (research, experience design, journey management)
* Demonstrable experience of transforming customer experiences through the application of design methodologies such as, Design Thinking, Customer Centred Design (CCD), Human-Centred Design (HCD)
* Deployment and or management of Customer Experience measurement frameworks
* Excellent written and presentation communication skills and ability to build relationships and influence senior stakeholders.
* Strategic thinker approach and awareness of market and consumer market changes with the ability to lead the customer experience function in line with these changes
* Proven experience in developing and implementing professional development through information provision, consultancy advice and training
* Planning and implementation skills, ability to visualise the end user experience and work backwards towards technology and implantation plan
To Apply
Please submit your CV and cover letter addressing your suitability for this position by clicking on the 'Apply' link below.
PD – CX Service Designer.pdf
Applications close on Sunday, 18th of July 2021.
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Bring Your Whole Self to Work
We are better for our diversity. When we listen to those who are different to us, or challenge us, we grow stronger together. When we feel like we belong, we can achieve so much more. We respect each other, embrace our differences and build a sense of belonging in our team and beyond.
We are proud that our dedication to diversity has been recognised by a broad spectrum of external organisations. Visit our Linkedin Life pages to learn more and see some of our most recent wins.
RMIT has a strong dhumbali (commitment) to the employment, development and retention of Aboriginal and Torres Strait Islander people within a culturally safe environment; we strongly encourage applications from Aboriginal and Torres Strait Islander peoples.
RMIT is a Disability Confident Recruitment Team and we are happy to adjust the recruitment process for your accessibility requirements. Please contact us at TalentSupport@rmit.edu.au telling us your preferred type of communication and we will be in touch as soon as possible to discuss your requirements.
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 Islander community.
Please note that whilst we still accept applications from any persons interested in our roles, due to the impacts of COVID-19, we are currently prioritising applications from those with current working rights in Australia and who are not affected by travel restrictions. Please see the latest updates to Australia's immigration and border arrangements during the COVID-19 (Coronavirus) outbreak: https://covid19.homeaffairs.gov.au/
We are a 2021 Circle Back Initiative Employer – we commit to respond to every applicant.
Source: Uniting News