Senior Service & Experience Designer
Hybrid · Sydney, New South Wales, Australia
Job Summary
Senior Service & Experience Designer at Shippit responsible for driving design and customer experience strategies across product and engineering teams. Design end-to-end service journeys and service blueprints linking front-stage product experiences with back-end operational processes. Identify pain points, service gaps, and opportunities, surfacing issues that broader design efforts might miss. Collaborate with product managers and engineers to create new experiences and enhance existing products; facilitate cross-functional workshops to align customer experience with technical requirements. Conduct primary research with merchants and end-users, synthesize qualitative and quantitative insights to inform product strategy and prioritisation, and design customer-focused experiences from discovery through high-fidelity UI and components for delivery. Proficiency in experience design, UX research, and/or service design, strong portfolio, ability to prototype with AI workflows and Figma, and excellent communication skills are valued. Desirable background includes SaaS product design and AI-driven quality improvements.
Required Qualifications
- Experience across experience design, UX research, and/or service design with demonstrated depth in at least two of the three
- Experience in product organisations working alongside engineers and product managers
- Comfortable with Rapid AI and Figma prototyping
- Adept at Service, User journey and experience mapping
- A strong portfolio demonstrating end-to-end design work that spans research, service design, and product design methodology
- Excellent communication and storytelling skills
- Research and user testing experience
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