Job Description

As a Senior Service Designer, you will support the design and delivery of end-to-end member and customer experiences across diverse business units and projects. Ensures service journeys align with business objectives and member / customer expectations by applying evidence-based human-centred design practices to identify gaps and opportunities across products, services, and touchpoints to support design of service experience strategy, and drive continuous improvement.
n This is a 12-month maximum-term role.
n What will you be doing?

n

n
- Leading end-to-end service design initiatives that deliver member-centric experiences aligned with business objectives across all channels.
n
- Developing service design artefacts such as blueprints, journey maps and experience architectures that connect customer needs with business objectives.
n
- Collaborating with product, technology and operations teams to translate service experiences into actionable, feasible solutions.
n
- Conducting qualitative and quantitative research to uncover member behaviours, needs and pain points across end-to-end journeys.
n
- Conducting detailed service experience mapping and research and validation with internal and external stakeholders.
n
- Synthesising research and data into actionable insights, developing personas, journey hypotheses and service improvement opportunities.
n
- Facilitating co-creation workshops and design sessions that align cross-functional teams on shared goals and outcomes.
n
- Influencing stakeholders by communicating clearly complex experience insights through engaging narratives and evidence-based design strategy.
n

n

What are we looking for in you?

n

n
- Proven experience in Service Design methodologies including Design Thinking, Lean Start-up, Lean UX, Design Sprints and Agile.
n




- Demonstrated experience of planning and leading research and design of complex omni-channel services is mandatory.
n
- Strong background in customer experience product design including qualitative and quantitative research, customer behaviour analysis and marketing insights with proven experience leading research and design activities with cross-functional stakeholders.
n
- Ability to synthesise research findings into clear, actionable insights, recommendations and opportunities that inform delivery decisions is mandatory.
n
- Ability to translate detailed insights and requirements into strategic vision and recommendations that inform senior leadership decisions and product direction is mandatory.
n
- Comfortable collaborating and delivering quality outputs in fast-paced, ambiguous and complex environments
n
- Ability to lead projects independently or contribute effectively as a team member.
n
- Experience recruiting and interviewing research participants, both internally and externally, is highly desirable.
n
- Exposure to transformational projects and organisational change initiatives is advantageous.
n

n

What can we offer you?

n

n
- Be part of a large transformational piece of work putting our members at the heart of our digital experiences.
n
- Join a team that values personal development and enables continuous learning opportunities, certifications,



and career progression within a supportive and growth-focused environment.
n
- Benefit from flexible and hybrid working arrangements, including temporary remote work options and a focus on work-life balance.
n
- Contribute to high-impact projects or products that directly enhance RACWA's services to its members and the community.
n
- Be part of an organisation that embraces diversity and inclusion, ensuring a welcoming environment for all employees.
n
- Take advantage of a solid focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.
n
- Engage in meaningful community and social responsibility initiatives that align with RACWA's values and mission.
n

n

About RAC
n RAC WA is a member-focused organisation dedicated to serving the Western Australian community. Our mission is to create a safer, more sustainable, and connected future for all Western Australians.
n RAC values inclusivity, diversity, and flexibility in the workplace. As an Equal Opportunity Employer, we welcome everyone.
n For assistance during the application process, contact @rac.com.au . #LI-JC1

n

RAC is one of Western Australia's most trusted brands and has been a part of the WA community since 1905. From our origins as a motoring club, we have grown to an organisation of over 1400 employees serving more than 1 million members with a diverse range of products and services.

n

RAC is one of Western Australia's most trusted brands and has been a part of the WA community since 1905. From our origins as a motoring club, we have grown to an organisation of over 1400 employees serving more than 1 million members with a diverse range of products and services.

n

Researching careers? Find all the information and tips you need on career advice.

📌 Senior Service Designer (Perth)
🏢 RACWA
📍 Perth