Business / Service Designer

About the job

Role: Join a high-impact Rapid Process Design & Uplift Squad to optimize the interaction between people, processes, and technology. This role focuses on reducing operational friction and improving the internal service experience while ensuring compliance with CPS 230 and CPS 234.

Core Responsibilities

• Service Blueprinting: Develop comprehensive service blueprints that visualize the relationship between customer/staff actions, front-stage activities, and back-stage support processes.
• Process Humanization: Apply user-centered design principles to complex operational workflows to reduce staff cognitive load and “friction” in day-to-day tasks.
• Standardization: Establish and support consistent, reusable process design standards to ensure a unified approach across the transformation program.
• Employee Experience (EX): Design internal service experiences that improve staff engagement and ensure processes are intuitive and easy to follow.
• Digital & Automation Alignment: Collaborate with technical teams to ensure process designs are optimized for digital tooling, automation, and AI-enabled workflows.
• Regulatory Logic: Infuse CPS 230 and CPS 234 requirements into the service design, ensuring compliance feels seamless rather than obstructive to the user.

Technical Skills & Profile

• Experience: 5+ years in Service Design, UX Research, or Experience-led Process Design.
• Design Tooling: Expertise in Miro, Mural, Figma, or similar platforms for collaborative blueprinting and journey mapping.
• Office 365 & SharePoint: Proficiency in O365 (Word/PPT) for presenting design concepts and SharePoint for maintaining design libraries and asset repositories.
• Process Standards: Strong grasp of BPMN 2.0 and the ability to bridge the gap between high-level service design and technical process mapping.
• Management Tools: Working knowledge of Jira and Confluence to manage design iterations and documentation.
• Systems Thinking: Ability to see the “big picture” of how disparate internal services connect to form a cohesive operating model.

Key Drivers & Outcomes

• Frictionless Compliance: Designing CPS 230/234 controls that are embedded naturally into the workflow, improving adoption and data quality.
• Operational Maturity: Accelerated transformation through “usable” processes that reduce errors and training time.
• Automation Success: Delivering “clean” process logic that serves as a high-quality foundation for automation and internal AI agents.
• Execution Excellence: Bridging the gap between executive strategy and a high-quality, executable employee experience.