Service Designer (Experience Design)
Lyka Pet Food, Australia

Lyka is an Australian founded pet wellness company that’s shaking up an outdated industry and paving the way for happier, healthier pets. Sadly, statistics have shown us that approximately eighty percent of pets are suffering from dental disease, with one in every three being diagnosed with cancer, and forty-one percent overweight. As humans we are acutely aware of the positive impact fresh wholefoods can have on our health and wellbeing, however the same hasn’t always been said for our furry friends. We're on a mission to change that, starting with nutritionally balanced, wholefood meals delivered direct to doors around Australia. As the world’s most sustainable pet wellness company, we’re putting pets and our planet first.

Today, we are proud to share we’ve served and fed over 10 million meals to puppers and their parents across Australia, and this is just the beginning. Our vision is to create multiple nutritional products, adding disease prevention meals and supplements, and take Lyka into new markets.

Currently, we have a team of 140 pet-obsessed people on our team who share our vision. These carefully selected people are dedicated to building the next generation of technology and products to help empower pet parents to take control over their pet’s wellbeing. To date, we have raised over $40M in funding from our venture fund investments and pet industry insiders, who believe in our mission and ability to drive change in an outdated industry, providing nutrition that nourishes puppers from the inside out.

Are you ready to shake things up and give pets the life they deserve? Come join your people.

We have started to build our Service Design team who have an end-to-end view of our customer experience through our products. As a Service Designer you will take the big nuggets of work from the business strategy, come in at the very beginning of a new initiative and validate it. You will take a strategic lens, looking at the early target segments and archetypes, propose and build an MVP and then decide whether this will scale. From mapping out the customer journey from pre-acquisition, all the way through to retention, your role is to deeply understand the ‘what’ about our product experience makes people join and what makes it sticky.

This role is a broad role working across a lot of different pieces of Lyka and really understanding and enhancing the customer experience. You will not be part of one of our product or feature teams who will go deep on one piece of Lyka, you will funnel validated work into these teams or else start a new team to focus on a new product.

You will work collaboratively with our Product Managers, Engineers, Product Designers Marketing team to create and deliver our end-to-end digital and physical product experiences.

• Conduct research and analysis to understand customer behaviour, preferences, and feedback
• Collaborate with cross-functional teams, such as product management, engineering, and marketing, to design and implement new customer-facing features and service
• Creating wireframes, prototypes, and high-fidelity mock-ups to visually communicate design concepts and idea
• Conduct user testing to validate design decisions and gather feedbac
• Ensuring the consistency and coherence of the customer experience across all touchpoints, including websites, and in-person interaction
• Staying up to date with industry trends and best practices in customer experience design.

Requirements

• Strong experience in User Experience Service Design or Digital Product Design (we design physical products too!)
• Passion for human-centred design philosophy into every experience you create
• Experience working closely with technology teams to ensure your designs are implemented and executed in a continuous improvement cadence

• Natural problem solver and thrives on creating customer solutions through the power of beautiful, human-centred designs
• Experience using design tools, such as Sketch, Figma, or Adobe Creative Suite, and be comfortable presenting and communicating their ideas to stakeholders
• Excellent communication skills and able to deliver high quality work at pace
• Positive, can-do attitude and thrives on being part of a small, incredibly focussed team
• Experience operating in an ever changing business, and comfortable delivering in this environment.

• Finally, you have got to be passionate about our products and love animals!

Benefits

• One of the first hires into our Design team - you get to make a lot of initial decisions
• Competitive compensation package, including equity in high growth start-up
• Flexibility - Strike a balance, work remotely and from our office
• Growth and Dev

Job Rewards and Benefits