Senior Service Designer: Strategy, Systems & Impact

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

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.