End-to-End Service Designer for Member Experience (12 Mo)

Service Design Jobs; Western Australia; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working arrangements

Wellbeing and flexible work options

Job summary

Service Design Jobs is seeking a Service Designer to lead end-to-end member and customer experiences across diverse business units, applying evidence-based human-centered design to identify gaps and opportunities.

This 12-month maximum-term role involves building service blueprints, journey maps and experience architectures; collaborating with product, technology and operations teams; conducting qualitative and quantitative research; and driving continuous improvement across services.

Qualifications

• Proven experience in Service Design methodologies including Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile.
• Experience planning and leading research and design of complex omni-channel services is mandatory.
• Strong background in customer experience product design including qualitative and quantitative research, customer behaviour analysis and marketing insights with proven experience leading research and design activities with cross-functional stakeholders.
• Ability to synthesise research findings into clear, actionable insights, recommendations and opportunities that inform delivery decisions is mandatory.
• Ability to translate detailed insights and requirements into strategic vision and recommendations that inform senior leadership decisions and product direction is mandatory.
• Comfortable collaborating and delivering quality outputs in fast-paced, ambiguous and complex environments
• Ability to lead projects independently or contribute effectively as a team member.
• Experience recruiting and interviewing research participants, both internally and externally, is highly desirable.
• Exposure to transformational projects and organisational change initiatives is advantageous.

Responsibilities

• Leading end-to-end service design initiatives that deliver member-centric experiences aligned with business objectives across all channels.
• Developing service design artefacts such as blueprints, journey maps and experience architectures that connect customer needs with business objectives.
• Collaborating with product, technology and operations teams to translate service experiences into actionable, feasible solutions.
• Conducting qualitative and quantitative research to uncover member behaviours, needs and pain points across end-to-end journeys.
• Conducting detailed service experience mapping and research and validation with internal and external stakeholders.
• Synthesising research and data into actionable insights, developing personas, journey hypotheses and service improvement opportunities.
• Facilitating co-creation workshops and design sessions that align cross-functional teams on shared goals and outcomes.
• Influencing stakeholders by communicating clearly complex experience insights through engaging narratives and evidence-based design strategy.

Skills

Service Design

Design Thinking

Lean Start-up

Lean UX

Design Sprints

Agile

Omni-channel services

Qualitative research

Quantitative research

Job description

Service Design Jobs is seeking a Service Designer to lead end-to-end member and customer experiences across diverse business units, applying evidence-based human-centered design to identify gaps and opportunities.

This 12-month maximum-term role involves building service blueprints, journey maps and experience architectures; collaborating with product, technology and operations teams; conducting qualitative and quantitative research; and driving continuous improvement across services.