Senior Service Designer - Hybrid, Member-Centric Experience

RACWA; Perth; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Hybrid working

Temporary remote options

Wellbeing programs

Mental health support

Fitness incentives

Job summary

RACWA is seeking a Senior Service Designer to lead end-to-end service design across member and customer journeys, aligning experiences with business objectives and evidence-based design. You will create service artefacts such as blueprints and journey maps, and collaborate with product, technology and operations teams to translate insights into actionable solutions.

The role offers flexible, hybrid working arrangements in Western Australia, with strong focus on continuous improvement and a

Qualifications

• Proven experience in Service Design methodologies including Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile.
• Experience planning and leading research and design of complex omni-channel services.
• Strong background in customer experience product design with qualitative and quantitative research.
• Ability to synthesise research findings into clear, actionable insights and opportunities.
• Ability to translate detailed insights into strategic vision and recommendations for senior leadership.

Responsibilities

• Leading end-to-end service design initiatives that deliver member-centric experiences across channels.
• Developing service design artefacts such as blueprints, journey maps and experience architectures.
• Collaborating with product, technology and operations teams to translate service experiences into feasible solutions.
• Conducting qualitative and quantitative research to uncover member behaviours, needs and pain points.
• Conducting detailed service experience mapping and validation with stakeholders.
• Synthesising research into actionable insights, developing personas and journey hypotheses.
• Facilitating co-creation workshops and design sessions with cross-functional teams.
• Influencing stakeholders through clear communication of complex insights and evidence-based strategy.

Skills

Service Design

Design Thinking

Lean Startup

Lean UX

Design Sprints

Agile

Job description

RACWA is seeking a Senior Service Designer to lead end-to-end service design across member and customer journeys, aligning experiences with business objectives and evidence-based design. You will create service artefacts such as blueprints and journey maps, and collaborate with product, technology and operations teams to translate insights into actionable solutions.

The role offers flexible, hybrid working arrangements in Western Australia, with strong focus on continuous improvement and a