Senior Service Designer

As a Senior Service Designer, you’ll play a key role in shaping and improving customer and employee experiences across complex digital and service ecosystems. Working closely with cross-functional teams, you’ll help organisations understand user needs, identify pain points and opportunities, and design end-to-end services that are intuitive, impactful and aligned to business outcomes.

You’ll collaborate with designers, researchers, delivery teams, business stakeholders and customers to drive human-centred design practices and influence meaningful service transformation initiatives.

Our offices are based in Australia and New Zealand. We like to bring people together in person when we can, but we are mindful of the benefits of working from home for work/life balance. We therefore leave it to you and the team you join to figure out what works best!

What you’ll do

At the moment, as Senior Service Designer you will be focused on:

• Leading service design engagements across a range of customer and employee experiences • Facilitating workshops, co-design sessions and stakeholder interviews to uncover insights and align outcomes • Mapping current and future state customer journeys, service blueprints and operational processes • Translating research and insights into actionable recommendations and service improvements • Collaborating with multidisciplinary teams including UX/UI designers, researchers, product managers and delivery leads • Advocating for human-centred design principles and embedding service design capability within teams • Supporting strategic design initiatives and contributing to innovation and continuous improvement activities • Presenting design concepts, insights and recommendations to stakeholders at varying levels

We are a pretty agile company, and are keen to respond to customer, technology and internal stakeholders’ changing requirements and this can mean we evolve in our roles to meet those needs.

What you’ll bring

Required experience:

• Proven experience in Service Design, Customer Experience Design or Human-Centred Design roles • Experience leading end-to-end service design activities across complex environments • Strong facilitation, stakeholder engagement and communication skills • Demonstrated ability to create journey maps, service blueprints and experience frameworks • Experience conducting and synthesising qualitative and quantitative research • Ability to work collaboratively within agile and multidisciplinary teams • A portfolio showcasing service design methodologies, thinking and outcomes

Nice to have:

• Experience working within government, enterprise or consulting environments • Knowledge of accessibility and inclusive design principles • Familiarity with design and collaboration tools such as Figma, Miro or FigJam • Experience contributing to organisational design maturity and capability uplift