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• Daily rate contract role, 10 months initially within UNSW IT as CX Design Facilitator
• Kensington, Sydney with Flexible and or Hybrid working

UNSW has a goal to be a leading innovative University and has fostered innovation programs across the organisation. The CX Design Facilitator, will operate within the UNSW IT Innovation Accelerator Program, playing centred innovation at UNSW IT. This role will play a key role fostering a culture of innovation through expert facilitation of workshops, coaching, and training sessions focused on Customer Experience (CX) Design and design thinking methodologies. The CX Design Facilitator will support teams and individuals in developing innovative solutions aligned with UNSW’s strategic objectives, enhancing organizational capabilities.

The purpose of this role is to enable our Guided Innovation Program and Innovation Incubator by designing and facilitating structured innovation processes that prioritize customer-centric solutions. The role will employ CX Design principles, guide teams through innovation frameworks, and build internal capabilities in innovation methodologies. This role ensures that UNSW IT’s initiatives are effective, efficient, and aligned with the university’s vision for excellence and continuous improvement.

Specific accountabilities for this role include:

• Prepare and Facilitate workshops and training sessions that embed CX Design principles and design thinking methodologies within UNSW IT.
• Collaborate with stakeholders to identify opportunities for innovation, focusing on improving customer experiences and operational efficiency.
• Coach teams and individuals in applying innovation frameworks, fostering a mindset of experimentation and continuous learning.
• Support the design, development, and delivery of prototypes, proofs of concept, and pilots to address strategic challenges.
• Collaborate with the Director of Innovation Enablement, Service Designers, and Innovation Coaches to align activities with the broader innovation strategy.
• Guide cross-functional teams in integrating user-centered design and CX insights into project outcomes.
• Develop metrics and KPIs to evaluate the effectiveness of workshops, coaching, and innovation initiatives.
• Advocate for innovation across the organization by sharing best practices, case studies, and success stories.
• Act as a change agent, removing barriers to innovation and fostering an environment where creative ideas can flourish.
• Ensure all activities comply with UNSW’s health, safety, and ethical standards

Skills and Experience

• A minimum of 5 years of experience in CX Design, service design, or innovation coaching roles.
• Strong facilitation skills with demonstrated expertise in leading workshops and innovation sessions.
• Proven ability to coach individuals and teams to achieve innovative outcomes through product or process design
• Experience applying CX Design principles, design thinking, and agile methodologies to solve complex problems.
• Exceptional communication and interpersonal skills, with the ability to engage and inspire diverse audiences.
• Strong organizational and project management skills with the ability to prioritize and manage competing deadlines.
• Familiarity with innovation frameworks such as lean startup and human-centered design.
• Demonstrated ability to drive change and foster a culture of continuous improvement.
• Understanding of health and safety responsibilities and commitment to attending relevant training

To Apply: If this is of interest to you, please submit your CV, Cover Letter and responses to the Skills and Experience outlined in the position description.

More Information: please see the Position Description or visit https://www.jobs.unsw.edu.au/

Contact

Jen MacLachlan

email: j.maclachlan@unsw.edu.au

Applications close: Sunday March 9th at 11.30pm

UNSW is committed to equity diversity and inclusion. Applications from women, people of culturally and linguistically diverse backgrounds, those living with disabilities, members of the LGBTIQ+ community; and people of Aboriginal and Torres Strait Islander descent, are encouraged. UNSW provides workplace adjustments for people with disability, and access to flexible work options for eligible staff.

The University reserves the right not to proceed with any appointment.