General information

Name Senior Service Designer Site / Location Melbourne Support Centre Ref # 12387531 Entity Australia Post Opening Date 17-Sep-2026 Suburb Richmond Work Type Permanent Full Time

Description & Requirements

The ambitious team in our Parcels, Post & eCommerce division, consisting of research, design and product teams are committed to powering eCommerce and delivering the best delivery services in Australia.

You’ll join a business in a strong market position, design your way through genuine complexity and be given growth opportunities. Every journey you map is used by millions of Australians and hundreds of thousands of businesses.

Customer focused and committed to winning in the right way, this team designs the experiences that help Australian business grow … you’ll be set up to thrive in a supportive environment. An environment where our training, coaching and development will push you towards your career goals and beyond.

Join a team where you can help Australian eCommerce Deliver, join PPECS.

About the opportunity

You’ll join the Research & Service Design team inside Freight Experience & Planning, with national scope. Our purpose is to deeply understand people, then use that understanding to design accessible, sustainable and seamless products and services for Australia Post customers. Reporting to the Manager, Research & Service Design, you’ll sit in a team of around ten senior designers under our Group Experience Manager, Omni-channel CX & Service Design.

This is a deep craft role, not a delivery support role. You’ll define end-to-end customer journeys, plan sets of initiatives off the back of research, and facilitate co-design workshops with real end users to prototype service blueprints and the wider user ecosystem. You’ll test those prototypes with users and stakeholders, then carry the insights into marketing, comms, change, business and technical requirements.

You’ll advise senior executives on design recommendations and act as the customer advocate when the room gets commercial. This role is based in Victoria.

Our methodology

We work the Double Diamond properly: Discover and Define to make sure we’re solving the right problem, then Develop and Deliver to make sure we solve it well. We’ve also adapted it into our own Triple Diamond, which brings research,



futures thinking and systems thinking together to generate insights, validate solutions and support delivery. It reflects the reality of designing inside large-scale transformation, where the problem, the system and the future state all move at once.

You’ll use it, challenge it and help evolve it.

What design has already shifted here

- Pick-up onboarding. Our Freight Questionnaire work automated a chunk of the onboarding process, cutting manual referrals and shortening turnaround on pick-up requests. It’s a live step towards our zero days to onboard goal.
- Parcel Lockers. Feedback from the people who load lockers every day reshaped the physical product. Larger compartments at a safer height, deeper compartments for longer items, smaller compartments to cut wasted space. 250 of the new design are rolling out.
- Evidence in the room. Our research now underpins how we talk to customers. Three in four shoppers say the delivery experience shapes whether they buy again, and locker deliveries score more than three times the NPS of a missed delivery. That data comes from work like ours.

You’ll also

- Plan and run qualitative and quantitative research to understand customer, business and market needs across every stage of design.
- Build the artefacts that align people, including journey maps, service blueprints, user mapping, concept boards, roadmaps and experience metrics.
- Facilitate ideation and co-design sessions with end users, subject matter experts and delivery teams.
- Scope and plan the design activity on a project, then deliver it at quality and on time.
- Coach others in human-centred design, lean and agile methods, and help grow our methodology alongside the wider research teams.

About you

You’re curious about people before you’re curious about solutions. You hold a position with evidence rather than opinion, and you change it when the evidence changes. You can stand in front of an executive,



explain why an experience matters commercially, and be believed. You’re generous with your craft and you make the designers around you better.

You’ll also

- Bring at least five years in Service Design, Strategic Design or Design Research, with a portfolio we can talk through.
- Have applied multiple research methods across different projects, contexts and user groups, and know the strengths and limits of each.
- Be comfortable with futures thinking, systems thinking and complex structures, plus a solid grasp of quantitative analysis.
- Know accessibility, and have a working knowledge of generative AI.
- Hold tertiary qualifications in Design, Data Analysis, Business or equivalent.

Desirable, not essential

- Visual design craft. Strong visual communication helps, and we value it, but we’re hiring for research depth and service design thinking first.
- Logistics, postal or freight experience.

What else is in it for you?

- Real scope. National work, complex systems and a transformation programme.
- Versatile and hybrid working arrangements, like the opportunity to work from home two days per week
- Opportunities for growth and internal development in a large business.
- Exclusive team member discounts and offers for more cash in your pocket, evolving policies for flexible working, leave types and access to health and wellbeing resources

All walks, one route

It takes a lot of us to deliver for every Australian – and it’s important to us that our people behind the parcels reflect the people receiving them. We come from all walks. Different backgrounds, different ages, different genders, different sexualities and different abilities, but we all believe in the same purpose.

We welcome people all ages, genders and backgrounds – including Aboriginal and Torres Strait Islander peoples, people with disability, LGBTQIA communities, and refugees. We’re a Disability Confident Recruiter, committed to making our hiring process and workplace inclusive and barrier-free. We’re also working hard to remove bias and build a gender-equitable experience for everyone who joins us.

If you’ve got questions about accessibility, reach out to our Diversity & Inclusion team at [email protected] or on 03 8737 9415.

📌 Senior Service Designer (Richmond)
🏢 Australia Post
📍 Richmond