Service Design Lead

Life @ AP:

We are one connected team in pursuit of one inspiring purpose to unite people and technology to power better experiences. Each of us has a part to play in making that happen. Youll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun friendships and flexibility in your daily life.

Were driven by our core values: lead with heart learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game Were ready to help you do it.

The Purpose:

TheService Design Leadsets the vision and direction for design at AP shaping how we create trustedsecureand high-quality experiences across paymentsidentityand fraud.

This role leads design strategy capability governance and capacity planning across product and service design. It ensures AP has the standards methods operatingmodeland talent needed to deliver coherent outcomes for membersstakeholdersand the broader payments ecosystem.

Working across AP industry partners and the wider ecosystem the role turns customer member and system-level insights into clear productserviceand business direction. It balances usability trustsecurityand long-term value helping shape the future of trusted digital experiences in support of APs role as critical national infrastructure.

KeyResponsibilitiesthe Role Owns:

Lead the AP Service& Product Design functions accountable for strategy capability governancecapacityand design part of this:

• Define and evolve APs design visionstrategyand operating model.

• Establish and govern design standardsframeworksand ways of working.

• Build and lead a high-performing multidisciplinaryProduct & ServiceDesign team including capability workforceplanningand recruitment.

• Set the direction for researchinsightand experience design to enable evidence-based decisions.

• LeadServiceDesign to improve end-to-end customermemberand operational experiences.

• Oversee the design of complex products and services embedding usability accessibility trustsecurityand brand.

• Influence executivesmembersand stakeholders to shape productserviceand ecosystem outcomes.

• Prioritise andallocatedesign capability across the portfolio to balance strategic and delivery needs.

• Providestrategicadvice ondesign-relatedopportunitiesrisksand trade-offs.

• Champion human-centred design and build organisational design capability through leadershipcoachingand advocacy.

• Continuously improve the Design function driving capabilitymaturityand delivery excellence.

Youlllikely bea strong fit for this role if:

Qualifications

• Tertiary qualification in Design Human-Centred Design UX Product Design BusinessTechnologyor a related discipline.

• Relevant professional certification or equivalent experience in Human-Centred Design Service Design Product Management or Agile delivery.

Experience

• Extensive experience leading multidisciplinary design teams in complex regulated or ecosystem environments.

• Proven success defining design strategy building organisational capabilityestablishinggovernanceand operating models and influencing executive decision-making.

Knowledge

• Deepexpertisein human-centred design service design product design user researchaccessibilityand design governance.

• Strong understanding of systems thinking and designing end-to-end customer and service experiences.

• Strong knowledge of design operating models capabilitydevelopmentand workforce planning.

• Sound understanding of product management Agiledeliveryand digital technology environments ideally across payments identityfraudor other regulated industries.

What happens next:

At AP we believe in the power of passion pride and purpose. Our team is driven by a shared mission to make a difference in the world of payments and were proud to work together towards this common goal.

If youre ready to be a game changer please submit your application. The Talent Acquisition team will endeavour to review your application and notify you of the outcome within the next two weeks.

We want to remove all barriers to inclusion so if you need advice or support with your application were here to help. Please reach out to We also encourage you to let us know your pronouns at any point during the recruitment process.

AP are not partnering with Recruitment agencies for this role.

Required Experience:

Senior IC