Service Design Principal

UniSuper; City of Melbourne; Hybrid; AUD 150,000 - 210,000; Full time

Benefits offered by this job

Parental leave (20 weeks)

Development budget $1,500 AUD

Superannuation 17%

Additional leave over Christmas

Job summary

UniSuper is seeking a Service Design Principal to define future-state experiences and guide digital and customer experience direction across priority journeys. You will translate strategy and customer insight into clear roadmaps and principles, partnering with product, technology and delivery teams.

You will lead discovery to definition, produce journey maps and service blueprints, and mentor design capabilities across the organisation to deliver superior member experiences.

Qualifications

• 5+ years of service design, CX design or strategic design in complex organisations.
• Ability to translate future-state experiences into roadmaps, priorities and initiatives.
• Strong skills in journey mapping, blueprinting and concept development.
• Excellent stakeholder engagement, facilitation and influencing across cross-functional teams.
• Experience coaching, mentoring or uplifting designers and design practice.
• Clear communication to simplify complexity for varied audiences.

Responsibilities

• Define target state experiences for priority member, employer and adviser service journeys.
• Create future-state visions, service concepts and experience principles to guide decisions.
• Partner with stakeholders across business, product, technology and delivery to align direction.
• Lead service design initiatives from discovery to definition emphasizing high-value opportunities.
• Produce strategic design artefacts like journey maps, service blueprints and concept models.
• Drive service design capability through coaching and practice improvement.

Skills

Service design

Strategy design

Journey mapping

Blueprinting

Stakeholder engagement

Coaching & mentoring

Communication

Job description

About Us

UniSuper is a workplace where highly skilled professionals are empowered to Think Great and deliver exceptional retirement outcomes for our members. With a culture grounded in accountability, collaboration and care, your work contributes directly to members' longterm financial security.

The Digital & CX team operate within our Marketing & Growth business unit. Combining Digital Channel Ownership & Experience Design, we are responsible for the development and ongoing management of UniSuper's digital channels to ensure our members and employers are serviced effectively and efficiently in an environment that is constantly evolving.

The Role

As Service Design Principal, you will define target state experiences that guide UniSuper's digital and customer experience direction across priority journeys and services. You will turn strategy, customer insight and business priorities into clear future-state visions, experience principles, roadmaps and initiative pathways that help teams align on what good looks like and how to get there.

• Define target state experiences for priority member, employer and adviser service journeys
• Create future-state visions, service concepts and experience principles to guide decision-making
• Partner with stakeholders across business, product, technology and delivery to align experience direction and priorities
• Lead service design initiatives across discovery and definition to focus on high-value opportunities
• Produce strategic design artefacts including journey maps, service blueprints and concept models
• Drive service design capability through coaching, mentoring and practice improvement

About You

You are a strategic thinker who can define a compelling future state and turn it into a practical path forward. You enjoy influencing outcomes across complex environments and connecting customer needs, business goals, operations and technology into clear design direction.

• Highly experienced in service design 5+ years, CX design or strategic design roles within complex organisations
• Proven ability to define future-state experiences and translate them into roadmaps, priorities and initiatives
• Strong capability in journey mapping, blueprinting, opportunity framing and concept development
• Strong stakeholder engagement, facilitation and influencing skills across cross-functional teams
• Experience coaching, mentoring or uplifting designers and design practice
• Excellent communication skills with the ability to simplify complexity for different audiences

What we offer

UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include:

• 20 weeks paid parental leave
• $1,500 annual development budget
• 17% superannuation contribution
• Additional paid leave over Christmas

It should go without saying, but at UniSuper, we value and celebrate diversity and inclusion. We believe that a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members.