Senior Service Designer

What You’ll Do

Are you an experienced Service Designer who enjoys designing seamless, human-centred experiences and shaping end-to-end services that delivers meaningful value and genuinely makes a difference to customers, employees and the business?

We currently have an exciting opportunity for a Senior Service Designer, to join our Experience Design team within our Membership division. Through deep insights, systems thinking and cross-functional collaboration, you will identify opportunities, designs, future state experiences and help to turn strategy into services that are more intuitive, effective and sustainable.

This full-time permanent role offers a hybrid work arrangement across our Sydney Olympic Park, Sydney CBD offices and working from home, as agreed and required for the role.

In this position, you will partner with our Product, Technology, Operations and business subject matter experts to deliver outcomes including:

• Lead end-to-end service design initiatives from discovery through to optimisation, turning strategy into practical service outcomes and facilitate cross-functional workshops
• Lead service design and apply systems thinking across channels, teams and business units to understand the broader impact of design decisions
• Plan and lead customer and employee research, including discovery, testing, synthesis and problem framing with a clear link to strategic and operational outcomes.
• Design current and future state journeys, service blueprints and solutions that address systemic service and operational challenges.
• Develop and test prototypes, pilots and experiments, lead customer validation and evaluative research activities, using evidence to refine service designs for delivery.
• Translate service concepts into implementable changes across people, process, policy and technology.
• Define success measures, assess impact through research and insights, and continuously improve services.
• Build strong stakeholder relationships, influence prioritisation, champion customer and employee experience, and uplift service design capability across the team.

What You’ll Bring

• 8+ years’ experience in service design, customer experience design, or related disciplines
• Proven experience leading discovery and end-to-end service design initiatives
• Training in Service Design, Agile or Change Management (desirable not essential)
• Strong strategic thinking with the ability to connect research insights to service priorities, decisions, and outcomes
• Demonstrated experience leading both discovery research and evaluative research or testing activities with customers or employees
• Experience leveraging AI tools within the design process to assist delivering outcomes efficiently and effectively
• Demonstrated experience influencing senior stakeholders and cross-functional teams as well as operating autonomously in operationally complex environments
• Experience mentoring junior designers or contributing to design capability uplift.