Senior Service Designer

Job Description

As a Senior Service Designer you will be responsible for shaping the future of our Consumer Platform by leading service design and research activities. Working closely with Product, Engineering, and other key stakeholders, you will drive the experience definition, consolidate disparate systems, and deliver a cohesive, efficient, and scalable platform that supports Nine’s strategic goals.

Our new Consumer Platform aims to create seamless, unified user experiences across all of Nine’s digital products (including 9Now, Sydney Morning Herald, The Age, Australian Financial Review, Nine.com.au, and more). It will encompass universal capabilities for identity, marketing communications, subscription management, billing, payments, and personalisation, enabling deeper audience engagement and growth.

While your main focus will be on Consumer Platforms, you will sit within the Publishing team and play a key role in collaborating with product designers and stakeholders to apply human-centered service design methodologies, enhancing user experiences and improving operational efficiency across our publishing products.

Our team prides itself on its curious, creative, inclusive and empathetic culture and you’ll be joining a team with a clear purpose and identity.

What you’ll do:

• Co-design and drive the delivery of future-state experiences, working at both a long-term strategic level to shape our vision and a detailed level to ensure impactful solutions. Your work will serve common user needs across our diverse brands while meticulously catering to the unique requirements and identities of each.
• Facilitate workshops across Product, Engineering, Marketing, and Editorial to align on goals and uncover critical user and business needs
• Prototype and test service concepts across all touchpoints – digital and organisational – to validate improvements before significant investment.
• Apply systems thinking to connect internal tools, teams, processes, and interfaces, translating complex concepts into clear, human-centered service flows and experience models.
• Influence platform and product strategy through HCD, identifying innovation opportunities and balancing user needs, operational realities, and commercial objectives.
• Create and maintain high-quality service artifacts (like blueprints and ecosystem maps) to provide clarity and direction across diverse brands and systems.
• Contribute to UX design and thinking, collaborating with product designers to enhance end-to-end user experiences, drive innovation, and boost operational efficiency.
• Mentor and coach designers and stakeholders in service design methodologies, fostering a culture of service thinking and user-centricity throughout the Design organisation.

Qualifications

What we’re looking for:

• 6+ years of Service Design experience or similar role, with a strong portfolio showcasing impactful solutions.
• A Bachelor’s degree in a relevant field or equivalent, such as Service Design, Design Research, Interaction Design, or related discipline.
• Ability to lead complex, service design projects from concept to launch.
• Expertise in qualitative and quantitative research methods and their application.
• Proficiency in service design tools like blueprinting, journey mapping, and prototyping.
• Strong leadership, facilitation, and collaboration skills to influence cross-functional teams.
• A proactive, strategic, and results-oriented approach thriving in fast-paced environments.

Desirable:

• Proficiency in business process or organisational design.
• A solid grasp of UX/UI design principles.
• Skill in using UX/UI tools like Figma (or similar industry-standard software).