Principal Service Design & Experience

UniSuper; City of Melbourne; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Parental leave (20 weeks)

Development budget $1,500 AUD

Superannuation 17%

Additional leave over Christmas

Job summary

UniSuper is seeking a Service Design Principal to define future-state experiences and guide digital and customer experience direction across priority journeys. You will translate strategy and customer insight into clear roadmaps and principles, partnering with product, technology and delivery teams.

You will lead discovery to definition, produce journey maps and service blueprints, and mentor design capabilities across the organisation to deliver superior member experiences.

Qualifications

• 5+ years of service design, CX design or strategic design in complex organisations.
• Ability to translate future-state experiences into roadmaps, priorities and initiatives.
• Strong skills in journey mapping, blueprinting and concept development.
• Excellent stakeholder engagement, facilitation and influencing across cross-functional teams.
• Experience coaching, mentoring or uplifting designers and design practice.
• Clear communication to simplify complexity for varied audiences.

Responsibilities

• Define target state experiences for priority member, employer and adviser service journeys.
• Create future-state visions, service concepts and experience principles to guide decisions.
• Partner with stakeholders across business, product, technology and delivery to align direction.
• Lead service design initiatives from discovery to definition emphasizing high-value opportunities.
• Produce strategic design artefacts like journey maps, service blueprints and concept models.
• Drive service design capability through coaching and practice improvement.

Skills

Service design

Strategy design

Journey mapping

Blueprinting

Stakeholder engagement

Coaching & mentoring

Communication

Job description

UniSuper is seeking a Service Design Principal to define future-state experiences and guide digital and customer experience direction across priority journeys. You will translate strategy and customer insight into clear roadmaps and principles, partnering with product, technology and delivery teams.

You will lead discovery to definition, produce journey maps and service blueprints, and mentor design capabilities across the organisation to deliver superior member experiences.