Senior Service Designer

Mynrma; Sydney; Hybrid; AUD 120,000 - 160,000; Full time

Benefits offered by this job

5 weeks annual and recreation leave

Travel discounts: SIXT, cruises, NRMA

Complimentary myNRMA membership with R

Discounts on NRMA insurance products

Career growth across NRMA Group

Job summary

NRMA in Australia is seeking a Senior Service Designer to join the Experience Design team within the Membership division. You will own end-to-end service design from discovery through implementation, partnering with product, technology, and operations to turn strategy into tangible services.

This full-time role offers hybrid work across Sydney offices and from home, with emphasis on research, prototypes, and stakeholder influence to improve customer and employee experiences.

Qualifications

• Extensive experience in service design and CX design.
• Proven ability to lead discovery and end-to-end initiatives.
• Training in Service Design, Agile or Change Management (desirable).
• Strong strategic thinking linking research to priorities, decisions and outcomes.
• Demonstrated experience leading discovery and evaluative research with customers or employees.
• Experience leveraging AI tools within the design process to assist delivering outcomes.
• Demonstrated experience influencing senior stakeholders and cross-functional teams.
• Experience mentoring junior designers.

Responsibilities

• Lead end-to-end service design from discovery through optimisation and workshops.
• Apply systems thinking across channels, teams and units to understand impact of design decisions.
• Plan and lead customer and employee research including discovery, testing and synthesis.
• Design current and future state journeys and service blueprints.
• Develop and test prototypes, pilots and experiments and lead validation activities.
• Translate service concepts into implementable changes across people, process, policy and technology.
• Define success measures and assess impact through research and insights.
• Build strong stakeholder relationships and uplift service design capability.

Job description

We’re one of Australia’s most trusted brands. Being Member-owned, every decision we make has people and our community at its heart. From our legendary Roadside Assistance to electric vehicle charging networks, holiday parks and lodges, car rentals, harbour transport and ocean cruising, we are striving to make a difference that contributes to a brighter shared future for all Australians.

Forget what you thought you knew about the NRMA – take a look on the inside and you’ll discover that life with us is more than just a job – it’s your chance to make a difference together.

Job Description

What You'll Do

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.