Service Designer

CareSuper; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid and flexible work environment

3% Superannuation above SG minimum

Salary sacrifice matching up to 3%

5 weeks of annual leave

18 weeks of parental leave

Health and wellbeing support

Professional Development

Rewards and employee discounts

Job summary

CareSuper Pty Ltd is seeking a Service Designer to lead end-to-end design of member journeys within the Member Experience division. You will create journey maps, blueprints and experience maps, translating insights into future-state services that scale across digital, assisted and back-office channels.

You will apply human-centred design, facilitate workshops, and partner with squads and Risk & Compliance to implement designs that improve member experiences while remaining compliant and scalable.

Qualifications

• Experience in service design using human-centred design techniques.
• Experience creating consumer journeys, blueprints and end-to-end process views.
• Experience prototyping, usability testing or validating concepts with customers/members.
• Ability to turn insights into testable concepts amidst ambiguity.
• Strong workshop facilitation and stakeholder engagement skills.

Responsibilities

• Lead end-to-end service design across member journeys, defining the experience and supporting processes and roles.
• Develop artefacts such as customer journey maps, service blueprints and experience maps.
• Translate member insights into future-state service designs addressing pain points and opportunities.
• Facilitate ideation and co-design workshops across teams.
• Collaborate with squads, delivery teams and Risk & Compliance to move designs from concept to implementation.

Skills

Service design

Human-centred design

Customer journeys

Service blueprints

End-to-end process mapping

Workshop facilitation

Stakeholder engagement

Regulated environment knowledge

Education

Tertiary qualification in design or related field

Job description

About us

At CareSuper, we believe we’re Super Together. As a profit-to-member super fund with over 600,000 members and $60 billion in assets, we’re passionate about helping our members retire with confidence. We’re growing fast and looking for our next superhero to join us on this exciting journey.

About the role

As our new Service Designer, you’ll join our Member Experience team within the Member Experience and Retirement division, reporting to the CX Manager. You’ll lead the end-to-end design and optimisation of key member journeys, turning insights into future-state experiences and shaping the change needed to embed them across CareSuper. You’ll make sure our services work well for members, can be run by our operations teams and can be delivered at scale across digital, assisted and back-office channels.

You will

• Lead end-to-end service design across member journeys, defining both the experience and the processes, systems and roles that support it.
• Develop service design artefacts, including customer journey maps, service blueprints and experience maps, that bring stakeholders together around member needs.
• Translate member insights and research into future-state service designs that address pain points, unmet needs and opportunities.
• Apply human-centred design and design thinking, facilitating ideation and co-design workshops across teams.
• Validate concepts through prototyping, usability testing and member research to make sure they meet real member needs.
• Partner with squads, delivery teams and Risk and Compliance to take designs from concept to implementation, and help build consistent service design practices across the division.

What we’re looking for

We’re on the lookout for a curious, collaborative service designer who loves solving complex problems and making things simpler for members.

You’ll thrive in this role if you have:

• Experience in service design, with hands-on use of human-centred design techniques.
• Strong experience creating service artefacts such as customer journeys, service blueprints and end-to-end process views.
• Experience prototyping, usability testing or validating design concepts with customers or members.
• Confidence working with ambiguity and turning ideas and insights into testable concepts.
• Strong workshop facilitation, stakeholder engagement and communication skills, with the ability to influence and build alignment.
• A tertiary qualification in design, business, service design or a related field, or equivalent experience. Experience in financial services or another regulated environment is highly regarded.

Why CareSuper?

We’re not just another super fund. We’re a values-driven organisation that puts people first—our members and our team.

Here’s what you can look forward to:

• Hybrid and flexible work environment
• 3% Superannuation Guarantee (SG) above SG minimum
• Additional matching of your salary sacrifice to Superannuation of up to 3% depending on your role
• 5 weeks of annual leave
• 18 weeks of parental leave for all eligible employees
• Holistic health and wellbeing support - free annual flu shots, skin checks, Employee Assistance Program
• Professional Development
• Rewards and Recognition Program, as well as employee discounts and cashback offers on a broad range of products and services

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At CareSuper, we know that diverse perspectives make us stronger. We’re proud to foster an inclusive environment where everyone feels welcome, respected, and valued—no matter your background or identity.