We are seeking an experienced Senior Service Designer to join our award-winning design practice and partner with clients to shape and deliver high-quality service outcomes across complex environments.

This role is suited to a senior practitioner who combines strong service design capability with strategic thinking, excellent stakeholder engagement and the ability to work with a high degree of autonomy. You will lead service design activities from research and problem framing through to future-state design and implementation support, producing clear, evidence‑based outputs that improve customer, employee and business outcomes with minimal managerial oversight.

Key responsibilities

- Lead the use of qualitative and quantitative research methods to understand current‑state experiences, unmet needs, pain points and opportunities across customer, employee and service ecosystems
- Synthesise research and operational inputs into clear, evidence‑based insights that inform service design priorities, strategic recommendations and decision‑making
- Design current‑state and future‑state service experiences using appropriate service design methods, including service blueprinting, journey mapping, scenario design and ecosystem mapping, to define actionable improvements and target‑state service models
- Develop customer, user and stakeholder artefacts, such as personas, profiles and behavioural insights, to support shared understanding and guide service design decisions
- Identify and articulate pain points, unmet needs, systemic issues and service opportunities, translating these into prioritised areas for design and improvement
- Work across business, delivery and technical stakeholders to define problems, align on priorities, shape opportunities and support the implementation of service improvements
- Plan and facilitate workshops, working sessions and stakeholder forums to align on complex problems, generate ideas, make decisions and progress service design outcomes




- Define success measures for target‑state services and support the evaluation of outcomes over time, using customer, operational and business metrics to assess impact and inform continuous improvement
- Communicate and present with credibility to a wide range of audiences, including senior executives, delivery teams, technical specialists and client stakeholders
- Lead service design workstreams with minimal oversight, taking ownership of approach, outputs and quality of delivery, and providing senior‑level design advice in ambiguous or complex environments
- Influence senior stakeholders through clear storytelling, structured recommendations and evidence‑based design rationale
- Contribute to the uplift of design practice through mentoring, quality assurance and the sharing of service design methods and approaches

What success looks like

- Leads complex service design work independently, with minimal oversight, and delivers clear, high‑quality outputs from discovery through to service improvement
- Builds credibility with clients and stakeholders through strong facilitation, structured thinking and evidence‑based recommendations
- Translates research, insight and complexity into practical service designs that balance customer needs, business priorities and delivery feasibility
- Influences decisions and direction through clear communication, strong design rationale and confident engagement with senior stakeholders
- Contributes to stronger design practice outcomes through mentoring, quality assurance and the consistent delivery of work that creates measurable impact

Essential skills and experience

- Experience:



7+ years’ experience in service design, customer experience or related roles, including leading complex projects and producing high‑quality outputs with minimal supervision
- Research Methods: Strong capability in selecting and applying qualitative and quantitative research methods to generate insights, frame problems and inform service design decisions
- Service Design Artefacts: Advanced capability in developing journey maps, service blueprints, process maps and other artefacts that communicate complexity clearly and support decision‑making
- Service Design and Strategic Thinking: Robust command of human‑centred and service design principles, with the ability to apply them in complex environments to solve problems, shape direction and improve services
- Communication and Influence: Excellent written, verbal and visual communication skills, with the ability to engage, influence and present effectively to senior stakeholders, clients and delivery teams
- Stakeholder Engagement: Ability to work effectively across cross‑functional teams, including business stakeholders, product, delivery, technology and operational teams, to build alignment and progress outcomes
- Problem Solving: Strong analytical and strategic problem‑solving capability, including the ability to navigate ambiguity, identify root causes and develop practical, evidence‑based recommendations
- Human‑Centred Mindset: Deep understanding of customer and user needs, balanced with business objectives, operational realities and technical feasibility
- Facilitation: Strong facilitation skills, including the ability to design and lead workshops that align stakeholders, resolve ambiguity, generate ideas and support decision‑making
- Autonomy and Delivery Management: Ability to work independently, manage priorities and deliver high‑quality outputs with minimal oversight in fast‑paced and evolving environments

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📌 Senior Service Designer (Melbourne)
🏢 Exco Partners
📍 Melbourne