Key responsibilities for the role Investigate customer, operational and business behaviours through contextual research, field observation, interviews and stakeholder engagement to identify unmet needs and emerging opportunities.
Map end-to-end experiences across people, processes, physical environments and technology to reveal dependencies and opportunities for improvement or transformation.
Synthesise research, behavioural insights, business signals and emerging trends into clearly framed experience opportunities, hypotheses and assumptions.
Design experiments and validation activities with clear learning objectives and evaluation criteria.
Translate insights and hypotheses into future-state journeys, service concepts, interaction models, and interactive prototypes at the appropriate level of fidelity, collaborating with technical and design specialists.
Facilitate collaborative discovery, ideation and evaluation activities with internal teams, clients and partners to build shared understanding and challenge existing assumptions.
Capture and communicate research findings, experiment results and future opportunities through clear demonstration narratives, scripts and supporting materials for executive and client stakeholders.
Develop and leverage reusable patterns, templates and assets to improve the speed and consistency of exploration, prototyping and iteration.




Qualifications and experience Demonstrated experience in experience, interaction, service or product design.
Robust portfolio covering concept development, journey design, interface design and prototyping.
Proficiency in Figma and contemporary design and prototyping tools.
Experience conducting or supporting concept validation and usability testing.
Understanding of accessibility, inclusive design and design-system principles.
Experience collaborating with engineering and product teams in ambiguous, early-stage environments.
Experience with AI-enabled, adaptive or emerging-technology experiences is desirable.
Join a Crew that Cares Be part of a global team of talented, ambitious, creative people that value integrity, individuality and inclusivity.
(Ask us about our Equality + Empowerment Initiatives).
The benefits include an annual market competitive bonus program and our "Thrive Program" which includes a suite of flexible work options because we're strong believers that you should never miss an important life or work moment.
Thrive also provides dedicated time to prioritize our health and wellbeing (think virtual Yoga or meditation sessions), a Global Wellness paid day off to recharge as well as a "Give Back Day" to allow our Crew an opportunity to make an impact in the community.

📌 Experience Designer, Future Experience (Sydney)
🏢 Coates Group
📍 Sydney