Member-Centric Service Designer – Hybrid/Remote

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

Benefits offered by this job

Flexible/hybrid working

Wellbeing programs

Job summary

RACWA is seeking a Service Designer to support end-to-end member and customer experience design across a range of business units and projects. You will apply human-centred design practices to identify gaps and opportunities and drive service strategy improvements.

The role focuses on leading research, mapping journeys, and translating insights into actionable design decisions within a fast-paced, hybrid work environment. A 12-month maximum-term contract is typical for this assignment.

Qualifications

• Proven experience in Service Design methodologies including Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile.
• Demonstrated experience of 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

Design Thinking

Lean UX

Design Sprints

Agile

Omni-channel design

Qualitative research

Quantitative research

Stakeholder collaboration

Workshop facilitation

Job description

RACWA is seeking a Service Designer to support end-to-end member and customer experience design across a range of business units and projects. You will apply human-centred design practices to identify gaps and opportunities and drive service strategy improvements.

The role focuses on leading research, mapping journeys, and translating insights into actionable design decisions within a fast-paced, hybrid work environment. A 12-month maximum-term contract is typical for this assignment.