We’re seeking a senior-level Customer Experience / Service Designer to support a government department in reviewing and reshaping how internal customer journey maps and service standards are developed and applied across diverse operational areas.
You’ll play a pivotal role in reviewing existing documentation, validating current approaches, and establishing a best-practice framework for experience design. This includes defining clear customer touchpoints, developing supporting standards, and briefing an external agency for delivery and further research.
What You’ll Do:
Review and assess existing journey maps, internal standards, and related CX documentation.
Design a logical, end-to-end customer journey framework aligned with organisational objectives.
Translate customer interactions into clear, actionable internal standards.
Identify gaps and advise on the process...
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