Senior Service Designer

What Youll Do

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

We currently have an exciting opportunity for a Senior Service Designer to join our Experience Design team within our Membership division.  Through deep insights systems thinking and cross-functional collaboration you will identify opportunities designs future state experiences and help to turn strategy into services that are more intuitive effective and sustainable.

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.

What Youll Bring

• 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.

Whats in it for you

At the NRMA we arent 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 lifes 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

Were for inclusion diversity and representing the members guests customers and communities we serve.  Thats why we welcome applications from First Nations people with disability those from diverse cultural backgrounds people of all genders members of the LGBTQI community and anyone else who wants to be a part of our team.

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!

Remote Work :

No

Employment Type :

Full-time