Senior Service Designer

The role

An exciting opportunity exist for an experienced Senior Service Designer to join the Design and Digital Experience team.

Working across end to end journeys, our Strategic and Service design team consider all touchpoints of the member and staff experience, technology functions and internal operations when designing services and products for our members. The focus is on designing and delivering experiences holistically for our members, our people and systems.

A day in the life

Reporting to the Service Design Manager, the Senior Service Designer will create intuitive and compelling experiences for our customers across all channels. Leveraging customer-centric design methodologies, you’ll work with Designers, Product Leads and Business Stakeholders to guide the strategic direction of projects, service customer needs, design and prototype solutions and test their success and customer impact.

You’ll be a part of a continuous build towards a strong design practice and have the opportunity to work with and lead projects across a broad portfolio.

Key to your success will be your ability to:

• Create and manage design project plans with confidence
• Research customer needs, market trends, experience improvement opportunities and innovation opportunities
• Lead customer research activities and projects including: Interviews, contextual inquiry, focus groups and diary studies
• Teach others the value of Human Centred Design (HCD) and how they can apply components in their roles
• Lead best practice Service Design and coach and mentor more junior designers
• Remain up to date with service design and innovation trends and best practice design standards

About you…

You’ll be a proven collaborative, service design-led leader, demonstrating the ability to partner and drive cross-functional change and have strong written and verbal communication, as well as project management skills.

You have a passion for problem solving, with ideas that challenge the ordinary, together with the drive and the determination to bring them to life, will see you succeed.

Your ‘here to help’ attitude where you fundamentally believe that we’re better together and, on a quest, to change the world for the better, with design.

You’re highly organised, analytical and task driven, able to prioritise and adapt to competing deadlines and projects.

We’re looking for…

To be successful in this role, you will possess:

• Minimum 4 years UX, Service Design or Industry experience
• Relevant education in Design, Psychology, Social Science, Entrepreneurship, Business or another relevant field
• Excellent understanding and experienced application of HCD methodologies and activities including project scoping and design project planning, workshops facilitation, CX research, journey development, prototyping and testing
• Have a flair for facilitation and use a range of creative techniques to lead participants through a process that deliver additional value for projects
• Understanding and application of best practice customer experience, usability and accessibility standards

 We’re offering…

• A competitive salary.
• Discounts on selected RACV products (free Roadside Assist | 50% discounts of insurance | discounted accommodation across the RACV Resorts)