Senior Service Designer

Royal Automobile Club of WA Inc.; Perth; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible and hybrid working

Remote work options

Wellbeing and mental health support

Career development

Job summary

Royal Automobile Club of WA Inc. is seeking a Senior Service Designer to lead end-to-end service design across diverse units and channels.

You will create blueprints, journey maps and experience architectures that connect member needs with business objectives, while collaborating with product, technology and operations to translate insights into actionable solutions. You will conduct diverse research, synthesize findings into strategic recommendations, and drive co-creation sessions with

Qualifications

• Experience with service design methodologies (Design Thinking, Lean Startup, Lean UX, Design Sprints, Agile).
• Proven ability to plan and lead research and design for complex omni-channel services.

Responsibilities

• Lead end-to-end service design initiatives across channels.
• Develop artefacts like blueprints, journey maps and experience architectures.
• Collaborate with product, technology and operations to translate experiences into feasible solutions.
• Conduct qualitative and quantitative research to uncover member needs and pain points.
• Synthesize research into insights and opportunities for service improvement.
• Facilitate co-creation workshops and align cross-functional teams.

Skills

Service Design

Design Thinking

Lean UX

Lean Start-up

Agile

Omni-channel design

User research

Job description

## Senior Service DesignerApply: West Perth: Full time: Posted Today: JR106880As a Senior Service Designer, you will support the design and delivery of end-to-end member and customer experiences across diverse business units and projects. Ensures service journeys align with business objectives and member / customer expectations by applying evidence-based human-centred design practices to identify gaps and opportunities across products, services, and touchpoints to support design of service experience strategy, and drive continuous improvement.This is a 12-month maximum-term role.**What will you be doing?*** 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.**What are we looking for in you?*** 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.**What can we offer you?*** Be part of a large transformational piece of work putting our members at the heart of our digital experiences.* Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.* Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.* Contribute to high-impact projects or products that directly enhance RACWA's services to its members and the community.* Be part of an organisation that embraces diversity and inclusion, ensuring a welcoming environment for all employees.* Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.* Engage in meaningful community and social responsibility initiatives that align with RACWA's values and mission.**About RAC**RAC WA is a member-focused organisation dedicated to serving the Western Australian community. Our mission is to create a safer, more sustainable, and connected future for all Western Australians. RAC values inclusivity, diversity, and flexibility in the workplace. As an Equal Opportunity Employer, we welcome everyone. For assistance during the application process, contact [e-mail]. #LI-JC1