Senior Service Designer

• 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.

• 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.

Training in Service Design, Agile or Change Management

• 5 weeks annual and recreation leave
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts
• Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more
• Discounts on a range of NRMA personal insurance products including car, home & travel
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us