Title: Senior Product Designer- Contact Centre Customer Experience



Job Title: Senior Product Designer- Contact Centre Customer Experience Salary: SNSW 9/10; $111,806 - $134,667 pa, plus annual leave loading and superannuation Location : Head Office - Haymarket Employment Status : 1 x Ongoing, Full Time Service NSW makes it easier to access government services for people and businesses across NSW. Service NSW is your single contact point for a growing number of agencies including Roads and Maritime Services, Department of Fair Trading and Births Deaths and Marriages. Primary Purpose of the Role: The Senior Product Designer will participate in all aspects of product design to deliver user-centred products that deliver exceptional customer value and experience to the citizens of NSW.

The role demands strong product instincts, excellent communication skills, technical fluency, customer empathy, humility and an appreciation for lean start-up, agile and user-centred design values, principles and practices. What are some of the skills and backgrounds we would like to see? • Excellent understanding of Contact Centre environments incl. understanding customer contact drivers, technical operational impacts.

• Excellent IVR design and Customer Experience(CX) best practice • Experience with Genesys product offerings incl. Call and Omni Channel routing, Reporting and Recording tools • Experience troubleshooting/investigating technical and operational issues with call and customer journey Key accountabilities and responsibilities include: • Lead end to end product design through business analysis, customer journey flow, proof of concept and delivery • Undertake research to understand user experience and test solutions for continuous design optimisation • Review, interpret and respond to detailed business specifications to ensure alignment between customer expectations and product capability • Collaborate across Service NSW, with partner agencies, and with customers to understand business requirements, and work closely with team members to design solutions • Creates the User Experience designs (user interface design specs, prototypes, and other audio/visual assets) for large products. • Ensure usability of our contact centre interfaces, define customer experience flow design and interface design for our portals and ensure our product meets brand standards • Look for key data and define success metrics for customer satisfaction and areas of improvement and key performance indicators For more information, please see the Role Description and ‘Applying for a role with NSW Public Service’.

To apply: 1. Complete the mandatory questions in the online application, by clicking ‘Apply Now’. 2.

Attach your current resume Applications close on: Friday the 25th of October at 11:59PM For further information about this opportunity, please contact Megan Sayers on (02) 8059 2364 A talent pool may be created for future ongoing and temporary roles and is v.

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111806 - 134667 AUD per year


20 Oct 2019


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