Senior Service Designer

A little about the role

This is an exciting opportunity to help shape the future of Capricorn’s Community experience.

We’re building an Experience Strategy & Service Design centre of excellence and looking for Senior Service Designers who are excited by the challenge of turning insight into meaningful change.

You’ll work on some of Capricorn’s most important experiences, helping us better understand our Community, identify opportunities, and design end-to-end experiences and services across digital, field, physical and human channels that create value for Members, Preferred Suppliers and our People.

Working across the full design lifecycle, you’ll uncover Community needs, frame opportunities, develop future-state concepts and service blueprints, and partner with teams across the organisation to bring ideas to life. You’ll balance Member and Preferred Supplier needs, business priorities and operational realities, designing not only the experience itself but uncovering the service conditions, processes, technology and ways of working required to make it succeed in practice.

What you’ll bring

We’re looking for experienced Service Design, Experience Design or Experience Strategy professionals who combine strong service and experience design craft, strategic thinking and stakeholder influence with a proactive, continuous improvement mindset. You’ll know how to work with teams to make great ideas work in practice.

Essential

• Demonstrated experience in service design and experience design, including current-state experience mapping, service blueprinting, problem framing and opportunity development.

• Strong capability in experience research, synthesis and storytelling, translating qualitative and quantitative insights into clear experience themes, opportunities and decision-ready recommendations.

• Proven ability to understand and analyse how people, process, technology, data and governance influence experiences, and translate these insights into practical improvement opportunities.

• Experience designing future-state services and experiences and making these work within real organisational constraints.

• Strong applied design craft, including co-design facilitation, concept development, prototyping and validation, with the ability to balance customer needs, business outcomes and operational feasibility.

• Demonstrated experience operating across the full service design lifecycle – from discovery and current-state understanding through to future-state design, implementation enablement and continuous improvement.

• Strong stakeholder engagement and influence skills, with the ability to align cross-functional teams, navigate ambiguity and shape decisions through evidence and structured thinking.

Nice to have

• Experience applying desirability, viability and feasibility thinking to prioritisation and solution development.

• Experience contributing to the evolution of experience strategy and service design methods, toolkits or practices.

• Experience within complex B2B, membership, cooperative or multi-channel service environments.

Qualifications

• Tertiary qualifications in Business, Commerce, Design, Marketing or related discipline.

• Certification in Customer Experience Strategy, Service Design, Human Centred Design or Design Thinking is preferred.