Senior Service Designer

Job Description

As a Senior Service Designer, you will support the design and delivery of end-to-end member and customer experiences across diverse business units and projects. Ensures service journeys align with business objectives and member / customer expectations by applying evidence-based human-centred design practices to identify gaps and opportunities across products, services, and touchpoints to support design of service experience strategy, and drive continuous improvement. This is a 12-month maximum-term role.

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What will you be doing?

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• Leading end-to-end service design initiatives that deliver member-centric experiences aligned with business objectives across all channels.
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• Developing service design artefacts such as blueprints, journey maps and experience architectures that connect customer needs with business objectives.
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• Collaborating with product, technology and operations teams to translate service experiences into actionable, feasible solutions.
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• Conducting qualitative and quantitative research to uncover member behaviours, needs and pain points across end-to-end journeys.
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• Conducting detailed service experience mapping and research and validation with internal and external stakeholders.
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• Synthesising research and data into actionable insights, developing personas, journey hypotheses and service improvement opportunities.
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• Facilitating co-creation workshops and design sessions that align cross-functional teams on shared goals and outcomes.
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• Influencing stakeholders by communicating clearly complex experience insights through engaging narratives and evidence-based design strategy.
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What are we looking for in you?

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• Proven experience in Service Design methodologies including Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile.
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• Demonstrated experience of planning and leading research and design of complex omni-channel services is mandatory.
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• Strong background in customer experience product design including qualitative and quantitative research, customer behaviour analysis and marketing insights with proven experience leading research and design activities with cross-functional stakeholders.
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• Ability to synthesise research findings into clear, actionable insights, recommendations and opportunities that inform delivery decisions is mandatory.
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• Ability to translate detailed insights and requirements into strategic vision and recommendations that inform senior leadership decisions and product direction is mandatory.
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• Comfortable collaborating and delivering quality outputs in fast-paced, ambiguous and complex environments.
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• Ability to lead projects independently or contribute effectively as a team member.
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• Experience recruiting and interviewing research participants, both internally and externally, is highly desirable.
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• Exposure to transformational projects and organisational change initiatives is advantageous.
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What can we offer you?

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• Be part of a large transformational piece of work putting our members at the heart of our digital experiences.
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• Join a team that values personal development and enables continuous learning opportunities, certifications, and career progression within a supportive and growth-focused environment.
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• Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
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• Contribute to high-impact projects or products that directly enhance RACWA's services to its members and the community.
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• Be part of an organisation that embraces diversity and inclusion, ensuring a welcoming environment for all employees.
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• Take advantage of a strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
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• Engage in meaningful community and social responsibility initiatives that align with RACWA's values and mission.
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About RAC

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RAC WA is a member-focused organisation dedicated to serving the Western Australian community. Our mission is to create a safer, more sustainable, and connected future for all Western Australians. RAC values inclusivity, diversity, and flexibility in the workplace. As an Equal Opportunity Employer, we welcome everyone.

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#LI-JC1 RAC is a purpose-led member organisation. Established in 1905, RAC has evolved into one of the most trusted organisations in the state, with more than 1.3 million members. At RAC we don't have shareholders. That means we reinvest our profits for the better of our members and our State. Our Purpose is to be the driving force for a better WA. Our Vision to 2030 is to create a safer, sustainable and connected future for Western Australians. Our Mission is delivering great member services and experiences, whilst inspiring positive community change that makes life better in WA.

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RAC is an equal opportunity employer. We continue to build an inclusive workplace where we respect and celebrate differences. We encourage applications from diverse groups including Indigenous and Torres Strait Islander people, physical ability, all ages, LGBTQI+ identities, all languages and diverse cultures and backgrounds.