CHEP helps move more goods to more people, in more places than any other organization on earth via our 300 million pallets, crates and containers. We employ 11,000 people and operate in more than 55 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact. 

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through our Hybrid Work Model.

Job Description

Digital is a fundamental element of the Brambles transformation strategy. We will use our existing and new digital capabilities and information to power smarter more sustainable supply chains allowing us to reimage how we work and serve customers; reshape how we manage our assets and reinvent our business models allowing greater partnership with customers which solve customer problems. 

Across Brambles Digital, our activity is focused on three ‘Big Rocks’ of Asset Digitisation, Digital Customer Solutions (DCS) and Advanced Analytics. While Asset Digitization and Advanced Analytics are primarily centred on driving internal growth and profitability, the focus of Digital Customer Solutions (DCS) is to drive value for Brambles’ current and future customers by solving their challenges across their supply chains. 

 

We are looking for a Senior Service Designer well versed in design research techniques and service design methodologies, and a track record in applying them to mould the experience, services, systems and brands that the end-users interact with. They should be able to handle projects at every stage of the lifecycle from the initial assessment and research phase to the final delivery. 
 

Key accountabilities of the role include: 

 

User - Centric innovation 

Develop industry leading user centric services in Supply Chain Illumination for our Digital Customer Solutions, looking after both the current state of our service and future planning based in our vision and targets. You will own the roadmap for evolving our service wrapper, covering all aspects and parts of the end-to-end service experience to complement the technology roadmap. 

 

Data-Driven Iteration  
Leverage data insights to measure the impact of design choices and continuously improve our services. Leading research when necessary and inputting into the design of prototypes. 
You will develop service KPIs service KPIs/metrics and the mechanisms to gather customer feedback and translate these insights into planned improvements aligned with the customer facing teams. 

 

 

Advocacy 

Be hands on with stakeholder management and translate actionable insights to inform, guide and shape design, product and strategic decisions at team and organisational level. 

As a thought leader for service excellence, you will bring in a fresh perspective, functioning as the champion for user needs with multidisciplinary team members and beyond, making sure the voice of the user is heard. 

 

Collaboration 

Our services are complex and cover the end to end of the supply chain with different teams in our organisation involved in making it happen. You will: 
Involve colleagues and relevant senior stakeholders throughout the end-to-end service design process.  

Foster cross-team connections and collaborate closely with various teams across research, design, product, implementation, marketing and sales, to name a few. 

Experience:

Proven Service Design Experience designing complex services that span both digital and offline experiences and processes:  
A minimum of 5 years of direct experience in Service Design, with proven experience in understanding and designing complex service systems, including the relationships between various service components and processes 

 

Experienced in leading research in complex, ambiguous contexts (multiple stakeholders, unclear or changing research needs, novel environments where the users and their needs are not well understood) 

Experience in creating prototypes of service concepts and conducting user testing to validate and refine service designs. 

Experience working in agile and multidisciplinary or cross functional teams.  

Strong experience involving multi-disciplinary colleagues and stakeholders in the service design journey, advocating for an user centric approach and persuading sceptical colleagues and stakeholders. 

Experience of working in a matrix organisation  

Skills and Knowledge:

Proficient in applying user-centered design principles to create services that meet the needs and expectations of end-users. 

Can collaborate effectively with diverse stakeholders, including customers, employees, and management, to gather insights and ensure alignment 

Strong analytical capabilities to translate data and research insights into effective solutions. 

Strong problem-solving skills to identify and address service gaps and innovate new service propositions. Capable of thinking both strategically and tactically to address complex challenges. 

Excellent storytelling and communication skills, with the ability to articulate service design concepts and visualise them in compelling and creative ways (diagrams, sketches, models) addressing a broad audience, including senior stakeholders. 

Strong skills in developing service blueprints to map all elements of service delivery, including customer interactions but also processes and systems 

Have a good understanding of the social and technological context for product and services and align research to understand the changing user behaviour.  

Track record of designing services with measurable real impact and value, continuously evaluating them and iterating based on user feedback and performance metrics.  

Essential Qualifications 

Degree educated in relevant discipline or equivalent industry experience. 
 

Desirable Qualifications 

A degree, master's, or PhD in one or more of the following;  
Human Centred Design, Service Design, Human Factors, Human-computer interaction, User Experience, Psychology, Social Anthropology, Digital Anthropology

. 

 

Preferred Education

Degree and equivalent - Psychology

Preferred Level of Work Experience

More than 10 years

Remote Type

Fully Remote

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Individuals fraudulently misrepresenting themselves as Brambles or CHEP representatives have scheduled interviews and offered fraudulent employment opportunities with the intent to commit identity theft or solicit money. Brambles and CHEP never conduct interviews via online chat or request money as a term of employment. If you have a question as to the legitimacy of an interview or job offer, please contact us at recruitment@brambles.com.