Senior Service Designer

Responsibilities

• 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?
• 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.

Requirements

• 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
• As part of our recruitment process, successful applicants will be required to complete pre-employment checks.
• Join the NRMA and grow your career with us. Apply now, we cannot wait to hear from you or visit our careers site to find out more!

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