Senior Service Designer

The NRMA; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

5 weeks annual leave

Travel discounts

Free NRMA membership

Discounts on NRMA products

Growth opportunities

Job summary

The NRMA is seeking a Senior Service Designer to shape end-to-end services and human-centred experiences within the Experience Design team of the Membership division. You will lead discovery, design future journeys, run research, and translate insights into implementable improvements across people, process, policy and technology.

Hybrid work arrangement across Sydney Olympic Park, Sydney CBD offices and WFH, with collaboration across Product, Technology, Operations and business SMEs to deliver

Qualifications

• 8+ years’ experience in service design, customer experience design, or related disciplines.
• Proven experience leading discovery and end-to-end service design initiatives.
• Training in Service Design, Agile or Change Management (desirable not essential).
• Strong strategic thinking with the ability to connect research insights to service priorities, decisions, and outcomes.

Responsibilities

• Lead end-to-end service design initiatives from discovery through to optimisation, turning strategy into practical service outcomes and facilitate cross-functional workshops.
• Lead service design and apply systems thinking across channels, teams and business units to understand the broader impact of design decisions.
• Plan and lead customer and employee research, including discovery, testing, synthesis and problem framing with a clear link to strategic and operational outcomes.
• Design current and future state journeys, service blueprints and solutions that address systemic service and operational challenges.
• Develop and test prototypes, pilots and experiments, lead customer validation and evaluative research activities, using evidence to refine service designs for delivery.
• Translate service concepts into implementable changes across people, process, policy and technology.
• Define success measures, assess impact through research and insights, and continuously improve services.
• Build strong stakeholder relationships, influence prioritisation, champion customer and employee experience, and uplift service design capability across the team.

Skills

Leadership

Discovery research

End-to-end service design

Strategic thinking

Mentoring

AI tools in design

Stakeholder influence

Education

Service Design training

Agile / Change Management training

Tools

AI tools in design

Job description

Are you an experienced Service Designer who enjoys designing seamless, human-centred experiences and shaping end-to-end services that delivers meaningful value and genuinely makes a difference to customers, employees and the business?

We currently have an exciting opportunity for a Senior Service Designer, to join our Experience Design team within our Membership division. Through deep insights, systems thinking and cross-functional collaboration, you will identify opportunities, designs, future state experiences and help to turn strategy into services that are more intuitive, effective and sustainable.

This full-time permanent role offers a hybrid work arrangement across our Sydney Olympic Park, Sydney CBD offices and working from home, as agreed and required for the role.

In this position, you will partner with our Product, Technology, Operations and business subject matter experts to deliver outcomes including:

• Lead end-to-end service design initiatives from discovery through to optimisation, turning strategy into practical service outcomes and facilitate cross-functional workshops
• Lead service design and apply systems thinking across channels, teams and business units to understand the broader impact of design decisions
• Plan and lead customer and employee research, including discovery, testing, synthesis and problem framing with a clear link to strategic and operational outcomes.
• Design current and future state journeys, service blueprints and solutions that address systemic service and operational challenges.
• Develop and test prototypes, pilots and experiments, lead customer validation and evaluative research activities, using evidence to refine service designs for delivery.
• Translate service concepts into implementable changes across people, process, policy and technology.
• Define success measures, assess impact through research and insights, and continuously improve services.
• Build strong stakeholder relationships, influence prioritisation, champion customer and employee experience, and uplift service design capability across the team.

What You'll Bring

• 8+ years’ experience in service design, customer experience design, or related disciplines
• Proven experience leading discovery and end-to-end service design initiatives
• Training in Service Design, Agile or Change Management (desirable not essential)
• Strong strategic thinking with the ability to connect research insights to service priorities, decisions, and outcomes
• Demonstrated experience leading both discovery research and evaluative research or testing activities with customers or employees
• Experience leveraging AI tools within the design process to assist delivering outcomes efficiently and effectively
• Demonstrated experience influencing senior stakeholders and cross-functional teams as well as operating autonomously in operationally complex environments
• Experience mentoring junior designers or contributing to design capability uplift.

What's in it for you?

At the NRMA we aren’t just about discounts (although you do get these too). We offer benefits to help make work and life just right for you!

• Progressive flexibility, leave and well-being benefits to balance all of life's priorities including 5 weeks annual and recreation leave.
• Travel discounts on SIXT car rental, cruises, and accommodation at our award-winning NRMA Holiday Parks and Resorts.
• Complimentary myNRMA membership including free Roadside Assistance & discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants and much more.
• Discounts on a range of NRMA personal insurance products including car, home & travel.
• Grow, progress or relocate your career and move around the NRMA Group or different locations with us.

Know You Belong

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s why we welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.

As part of our recruitment process, successful applicants will be required to complete pre-employment checks.