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 responsibilitiesLead the use of qualitative and quantitative research methods to understand current‐state experiences, unmet needs, pain points and opportunities across customer, employee and service ecosystemsSynthesise research and operational inputs into explicit, evidence‐based insights that inform service design priorities, strategic recommendations and decision‐makingDesign 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 modelsDevelop customer, user and stakeholder artefacts, such as personas, profiles and behavioural insights, to support shared understanding and guide service design decisionsIdentify and articulate pain points, unmet needs, systemic issues and service opportunities, translating these into prioritised areas for design and improvementWork across business, delivery and technical stakeholders to define problems, align on priorities, shape opportunities and support the implementation of service improvementsPlan and facilitate workshops, working sessions and stakeholder forums to align on complex problems, generate ideas,



make decisions and progress service design outcomesDefine 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 improvementCommunicate and present with credibility to a wide range of audiences, including senior executives, delivery teams, technical specialists and client stakeholdersLead 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 environmentsInfluence senior stakeholders through clear storytelling, structured recommendations and evidence‐based design rationaleContribute to the uplift of design practice through mentoring, quality assurance and the sharing of service design methods and approachesWhat success looks likeLeads complex service design work independently, with minimal oversight, and delivers clear, high‐quality outputs from discovery through to service improvementBuilds credibility with clients and stakeholders through strong facilitation, structured thinking and evidence‐based recommendationsTranslates research, insight and complexity into practical service designs that balance customer needs, business priorities and delivery feasibilityInfluences decisions and direction through clear communication, strong design rationale and confident engagement with senior stakeholdersContributes to stronger design practice outcomes through mentoring, quality assurance and the consistent delivery of work that creates measurable impactEssential skills and experienceExperience:



7+ years' experience in service design, customer experience or related roles, including leading complex projects and producing high‐quality outputs with minimal supervisionResearch Methods: Strong capability in selecting and applying qualitative and quantitative research methods to generate insights, frame problems and inform service design decisionsService Design Artefacts: Advanced capability in developing journey maps, service blueprints, process maps and other artefacts that communicate complexity clearly and support decision‐makingService 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 servicesCommunication and Influence: Excellent written, verbal and visual communication skills, with the ability to engage, influence and present effectively to senior stakeholders, clients and delivery teamsStakeholder Engagement: Ability to work effectively across cross‐functional teams, including business stakeholders, product, delivery, technology and operational teams, to build alignment and progress outcomesProblem Solving: Strong analytical and strategic problem‐solving capability, including the ability to navigate ambiguity, identify root causes and develop practical, evidence‐based recommendationsHuman‐Centred Mindset: Deep understanding of customer and user needs, balanced with business objectives, operational realities and technical feasibilityFacilitation: Strong facilitation skills, including the ability to design and lead workshops that align stakeholders, resolve ambiguity, generate ideas and support decision‐makingAutonomy 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