Job Description
Life @ AP+:
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We are one connected team in pursuit of one inspiring purpose – to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You'll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.
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We're driven by our core values: lead with heart, learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We're ready to help you do it.
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The Purpose:
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We're looking for an accomplished Service Design Lead to shape the future of design at AP+.
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This is a senior leadership opportunity for someone who thrives on complexity – connecting customer needs, business outcomes, technology, operations and ecosystem partners to design services that work brilliantly from end to end.
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You'll set the vision and direction for Service and Product Design across AP+, building the capability, standards and ways of working that enable teams to deliver trusted, secure and high-quality experiences across payments, identity and fraud.
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Your impact will extend well beyond individual products or journeys. You'll influence how AP+ thinks about and solve complex problems, bringing a service and systems lens to strategic decisions and translating customer, member and ecosystem insights into clear direction.
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You'll lead and grow a multidisciplinary design team,



partner with senior leaders and industry stakeholders, and help build design maturity across an organisation that plays an important role in Australia's digital economy.
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If you're a Service Design leader who wants to operate at scale, across systems and with real-world impact, this is an prospect to do exactly that.
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KeyResponsibilitiesthe Role Owns:
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Lead the AP+ Service & Product Design functions, with accountability for design strategy, capability, governance, capacity and quality. As part of this:
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Set the vision for design at AP+, defining and evolving the strategy, operating model, standards and ways of working that lift design quality and maturity.
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Lead Service Design across complex, interconnected journeys, using systems thinking to improve end-to-end customer, member and operational experiences.
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Build and lead a high-performing multidisciplinary design team, growing capability, coaching talent and ensuring design capacity is focused where it can have the greatest impact.
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Turn research and insight into action, setting the direction for evidence-led design and translating customer, member and ecosystem needs into clear service strategies and priorities.
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Shape complex products,



services and ecosystem outcomes, embedding usability, accessibility, trust and security while influencing executives, members, partners and stakeholders.
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Champion design as a strategic capability, bringing a human-centred lens to organisational decisions and providing clear advice on opportunities, risks and trade-offs.
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You'lllikely bea strong fit for this role if:
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Extensive experience leading Service Design and multidisciplinary design teams, ideally within complex, regulated or multi-stakeholder environments.
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Demonstrated success designing and improving complex end-to-end services across digital, operational and human touchpoints.
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Strong experience applying systems thinking to challenges spanning customers, organisations, processes, technology and policy.
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Proven success defining design strategy, operating models, governance and organisational design capability.
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Experience building, coaching and growing high-performing design teams while prioritising capability across a portfolio.
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A strong track record of influencing executives and senior stakeholders, turning customer and service insights into strategic decisions and meaningful change.
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What happens next:
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At AP+, we believe in the power of passion, pride, and purpose. Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.
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AP+ are not partnering with Recruitment agencies for this role.

📌 Product Design Lead (New South Wales)
🏢 Australian Payments Plus
📍 New South Wales