Senior Service Designer

Exco Partners Group; Melbourne; On-site; AUD 100,000 - 120,000; Full time

Job summary

Exco Partners is looking for a Senior Service Designer to enhance their design practice in Melbourne. This role will involve leading service design activities, utilizing research methods to drive improvements in service outcomes.

The ideal candidate will have over 7 years of experience in service design, excellent stakeholder engagement skills, and the ability to deliver high-quality outputs with minimal supervision.

Qualifications

• 7+ years of experience in service design or customer experience roles.
• Strong skills in qualitative and quantitative research methods.
• Ability to produce high-quality service design outputs independently.

Responsibilities

• Lead qualitative and quantitative research to inform service design.
• Design current-state and future-state service experiences.
• Communicate effectively with stakeholders to influence decisions.

Skills

Service design

Customer experience

Stakeholder engagement

Qualitative research

Quantitative research

Communication

Problem-solving

Facilitation

Job description

We are seeking an experienced Senior Service Designer to join our award-winning design practice and partner with clients to shape and deliver high-quality service outcomes across complex environments.

This role is suited to a senior practitioner who combines strong service design capability with strategic thinking, excellent stakeholder engagement and the ability to work with a high degree of autonomy. You will lead service design activities from research and problem framing through to future-state design and implementation support, producing clear, evidence‑based outputs that improve customer, employee and business outcomes with minimal managerial oversight.

Key responsibilities

• Lead the use of qualitative and quantitative research methods to understand current‑state experiences, unmet needs, pain points and opportunities across customer, employee and service ecosystems
• Synthesise research and operational inputs into clear, evidence‑based insights that inform service design priorities, strategic recommendations and decision‑making
• Design current‑state and future‑state service experiences using appropriate service design methods, including service blueprinting, journey mapping, scenario design and ecosystem mapping, to define actionable improvements and target‑state service models
• Develop customer, user and stakeholder artefacts, such as personas, profiles and behavioural insights, to support shared understanding and guide service design decisions
• Identify and articulate pain points, unmet needs, systemic issues and service opportunities, translating these into prioritised areas for design and improvement
• Work across business, delivery and technical stakeholders to define problems, align on priorities, shape opportunities and support the implementation of service improvements
• Plan and facilitate workshops, working sessions and stakeholder forums to align on complex problems, generate ideas, make decisions and progress service design outcomes
• Define success measures for target‑state services and support the evaluation of outcomes over time, using customer, operational and business metrics to assess impact and inform continuous improvement
• Communicate and present with credibility to a wide range of audiences, including senior executives, delivery teams, technical specialists and client stakeholders
• Lead service design workstreams with minimal oversight, taking ownership of approach, outputs and quality of delivery, and providing senior‑level design advice in ambiguous or complex environments
• Influence senior stakeholders through clear storytelling, structured recommendations and evidence‑based design rationale
• Contribute to the uplift of design practice through mentoring, quality assurance and the sharing of service design methods and approaches

What success looks like

• Leads complex service design work independently, with minimal oversight, and delivers clear, high‑quality outputs from discovery through to service improvement
• Builds credibility with clients and stakeholders through strong facilitation, structured thinking and evidence‑based recommendations
• Translates research, insight and complexity into practical service designs that balance customer needs, business priorities and delivery feasibility
• Influences decisions and direction through clear communication, strong design rationale and confident engagement with senior stakeholders
• Contributes to stronger design practice outcomes through mentoring, quality assurance and the consistent delivery of work that creates measurable impact

Essential skills and experience

• Experience: 7+ years’ experience in service design, customer experience or related roles, including leading complex projects and producing high‑quality outputs with minimal supervision
• Research Methods: Strong capability in selecting and applying qualitative and quantitative research methods to generate insights, frame problems and inform service design decisions
• Service Design Artefacts: Advanced capability in developing journey maps, service blueprints, process maps and other artefacts that communicate complexity clearly and support decision‑making
• Service Design and Strategic Thinking: Strong command of human‑centred and service design principles, with the ability to apply them in complex environments to solve problems, shape direction and improve services
• Communication and Influence: Excellent written, verbal and visual communication skills, with the ability to engage, influence and present effectively to senior stakeholders, clients and delivery teams
• Stakeholder Engagement: Ability to work effectively across cross‑functional teams, including business stakeholders, product, delivery, technology and operational teams, to build alignment and progress outcomes
• Problem Solving: Strong analytical and strategic problem‑solving capability, including the ability to navigate ambiguity, identify root causes and develop practical, evidence‑based recommendations
• Human‑Centred Mindset: Deep understanding of customer and user needs, balanced with business objectives, operational realities and technical feasibility
• Facilitation: Strong facilitation skills, including the ability to design and lead workshops that align stakeholders, resolve ambiguity, generate ideas and support decision‑making
• Autonomy and Delivery Management: Ability to work independently, manage priorities and deliver high‑quality outputs with minimal oversight in fast‑paced and evolving environments