Job Description
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.
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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.
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Key responsibilities
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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
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Synthesise research and operational inputs into clear, evidence‐based insights that inform service design priorities, strategic recommendations and decision‐making
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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
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Develop customer, user and stakeholder artefacts, such as personas, profiles and behavioural insights, to support shared understanding and guide service design decisions
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Identify and articulate pain points, unmet needs, systemic issues and service opportunities, translating these into prioritised areas for design and improvement
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Work across business, delivery and technical stakeholders to define problems, align on priorities, shape opportunities and support the implementation of service improvements
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Plan and facilitate workshops, working sessions and stakeholder forums to align on complex problems, generate ideas, make decisions and progress service design outcomes
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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
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Communicate and present with credibility to a wide range of audiences, including senior executives, delivery teams, technical specialists and client stakeholders
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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
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Influence senior stakeholders through clear storytelling, structured recommendations and evidence‐based design rationale
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Contribute to the uplift of design practice through mentoring, quality assurance and the sharing of service design methods and approaches
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What success looks like
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Leads complex service design work independently, with minimal oversight, and delivers clear, high‐quality outputs from discovery through to service improvement
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Builds credibility with clients and stakeholders through strong facilitation, structured thinking and evidence‐based recommendations
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Translates research, insight and complexity into practical service designs that balance customer needs, business priorities and delivery feasibility
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Influences decisions and direction through clear communication, strong design rationale and confident engagement with senior stakeholders
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Contributes to stronger design practice outcomes through mentoring, quality assurance and the consistent delivery of work that creates measurable impact
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Essential skills and experience
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Experience: 7+ years' experience in service design, customer experience or related roles, including leading complex projects and producing high‐quality outputs with minimal supervision
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Research Methods: Strong capability in selecting and applying qualitative and quantitative research methods to generate insights, frame problems and inform service design decisions
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Service Design Artefacts: Advanced capability in developing journey maps, service blueprints, process maps and other artefacts that communicate complexity clearly and support decision‐making
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Service Design and Strategic Thinking: Strong 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
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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
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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
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Problem Solving: Solid analytical and strategic problem‐solving capability, including the ability to navigate ambiguity, identify root causes and develop practical, evidence‐based recommendations
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Human‐Centred Mindset: Deep understanding of customer and user needs, balanced with business objectives, operational realities and technical feasibility
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Facilitation: Strong facilitation skills, including the ability to design and lead workshops that align stakeholders, resolve ambiguity, generate ideas and support decision‐making
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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 (Victoria)
🏢 Exco Partners
📍 Victoria