Service Design Principal
HybridMelbourne, Victoria, Australia
Melbourne, Victoria, AustraliaHybridFull TimeSenior LevelFinancial ServicesLarge
Full TimeSenior LevelLargeFinancial Services
Job Summary
Define target state experiences for priority member, employer, and adviser service journeys by creating future-state visions, service concepts, and experience principles. Partner with stakeholders across business, product, technology, and delivery to align experience direction and priorities. Lead service design initiatives across discovery and definition to focus on high-value opportunities, producing strategic design artefacts including journey maps, service blueprints, and concept models. Drive service design capability through coaching, mentoring, and practice improvement. Commit to 60% of your time in office.
Required Qualifications
- Highly experienced in service design 5+ years, CX design or strategic design roles within complex organisations
- Proven ability to define future-state experiences and translate them into roadmaps, priorities and initiatives
- Strong capability in journey mapping, blueprinting, opportunity framing and concept development
- Strong stakeholder engagement, facilitation and influencing skills across cross-functional teams
- Experience coaching, mentoring or uplifting designers and design practice
- Excellent communication skills with the ability to simplify complexity for different audiences
- Commit to 60% of your time in office
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