Senior Service Designer
My NRMA
Posted about 3 hours ago
Job Description
What You'll 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 You'll 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.
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
We’re for inclusion, diversity and representing the members, guests, customers and communities we serve. That’s 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!
Job details
My NRMA
Civic and Social Organizations
About
For over 100 years, the NRMA has existed to make the journey better for everyone in the community. In everything we do, we aim to give back, always adding more value to Membership while working towards a better, shared future. Having over 3.2 million Members, we’re Australia's largest member-owned organisation, and have grown into one of the country's largest tourism, leisure, and travel businesses, with investments in accommodation, car hire, ferries, experiences and more. We’ve done this by putting our people, Members and customers at the centre of everything we do to deliver great experiences – something that has always set us apart. From our earliest Patrols, we’ve been passionate about helping people on the road, but we now also help millions on our waterways, on their holidays, and on all of their journeys. Tales of our legendary service embody the sense of mateship and levels of care that the people of our nations have become known for the world over. As a workplace, we foster a culture of innovation, growth and wellbeing – one that respects and celebrates diversity in all its forms, creating an environment where all people can feel they truly belong and thrive. We do this because we know that, when put together, our individual talent and uniqueness is what makes us great at what we do. We do this because it makes our place a great place to be. Interested? We’d love to hear from you.
Company Details
Key Team Members
Darren Jones
Michael Gabriel
Carolyn Darke
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