Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Capricorn

Location: Perth, Western Australia, Australia

Job Type: Full-Time

Category: Service Design & Experience Strategy

Date Posted: 2026-08-05

Experience Level: Mid to Senior Level (5-10 years implied)

Remote Status: Hybrid (up to 2 days work from home)

🚀 Role Summary

• Drive the development and implementation of future Community experiences by leveraging service design principles and human-centered methodologies.

• Lead the establishment of Capricorn's emerging Experience Strategy & Service Design capability, shaping processes, tools, and best practices from the ground up.

• Conduct comprehensive research and analysis to uncover Member and Preferred Supplier needs, translating insights into actionable opportunities and innovative service solutions.

• Design end-to-end service experiences across digital, field, physical, and human channels, ensuring alignment with business priorities and operational realities.

📝 Enhancement Note: The role is positioned as a Senior Service Designer, implying a need for demonstrated leadership in design processes, stakeholder influence, and the ability to mentor or guide less experienced team members within the nascent Experience Strategy & Service Design function. The emphasis on "establishing and shaping... from the ground up" indicates a significant opportunity for strategic input and defining operational frameworks within this new capability.

📈 Primary Responsibilities

• Lead the end-to-end service design lifecycle, from discovery and current-state mapping to future-state concept development, service blueprinting, and implementation enablement.

• Facilitate co-design workshops, user research sessions, and cross-functional team collaborations to generate insights and co-create innovative service solutions.

• Translate qualitative and quantitative insights into clear experience themes, opportunities, and decision-ready recommendations for senior stakeholders.

• Analyze and articulate the interplay between people, process, technology, data, and governance in influencing service experiences, identifying practical improvement opportunities.

• Develop and validate future-state service designs, prototypes, and concepts, ensuring feasibility within organizational constraints and alignment with business outcomes.

• Partner with cross-functional teams (e.g., digital, product, operations, marketing) to champion and enable the successful implementation of designed services and experiences.

• Contribute to the evolution of Capricorn's service design methods, toolkits, and best practices, fostering a culture of continuous improvement and user-centricity.

• Influence strategic decisions by presenting compelling narratives, data-driven evidence, and structured thinking to diverse stakeholder groups.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic design leadership and hands-on execution. The role requires not only the creation of service designs but also the critical ability to enable their implementation within a complex organizational structure, highlighting the need for strong operational understanding and change management skills.

🎓 Skills & Qualifications

Education:

• Tertiary qualifications in Business, Commerce, Design, Marketing, or a related discipline.

• Certification in Customer Experience Strategy, Service Design, Human-Centered Design, or Design Thinking is preferred. Experience:

• Minimum of 5-10 years of demonstrated experience in service design, experience design, or experience strategy roles.

• Proven track record of operating across the full service design lifecycle, from discovery to implementation enablement and continuous improvement. Required Skills:

• Advanced capability in service design methodologies, including current-state experience mapping, service blueprinting, problem framing, and opportunity development.

• Strong expertise in experience research, synthesis, and storytelling, effectively translating insights into actionable recommendations.

• Proficiency in analyzing complex systems (people, process, technology, data, governance) and their impact on customer experiences.

• Demonstrated ability to design future-state services and experiences that balance customer needs, business outcomes, and operational feasibility.

• Applied design craft, including co-design facilitation, concept development, prototyping, and validation techniques.

• Strong stakeholder engagement and influence skills, with the ability to build consensus and shape decisions in cross-functional environments.

• Proactive, continuous improvement mindset with experience in making great ideas work in practice. Preferred Skills:

• Experience applying desirability, viability, and feasibility thinking to prioritization and solution development.

• Experience contributing to the evolution of experience strategy and service design methods, toolkits, or practices.

• Experience within complex B2B, membership, cooperative, or multi-channel service environments.

📝 Enhancement Note: The "Nice to have" qualifications directly point to the ideal candidate's ability to contribute to the maturation of the service design function itself, suggesting opportunities for defining operational standards and strategic direction. The experience level implied by "Senior" and the "5-10 years" estimate aligns with the expectation of leading initiatives and influencing strategy.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of end-to-end service design projects, showcasing the application of methodologies from discovery to implementation.

• Case studies illustrating current-state experience mapping and future-state service blueprinting, detailing the process and outcomes.

• Examples of how qualitative and quantitative insights were synthesized and translated into clear, actionable opportunities and recommendations.

• Projects that highlight the analysis of people, process, technology, data, and governance impacts on service experiences.

• Prototypes, co-design artifacts, and validation results that showcase applied design craft and iterative development.

• Evidence of stakeholder engagement and influence in driving design decisions and implementation. Process Documentation:

• Ability to document and articulate service design processes, including research methodologies, synthesis frameworks, and design iteration cycles.

• Experience in creating clear and comprehensive service blueprints that detail customer journeys, touchpoints, backstage processes, and supporting systems.

• Documentation of how designed services were enabled for implementation, including considerations for operational readiness, technology requirements, and change management.

📝 Enhancement Note: Given the role's emphasis on establishing a new capability, a portfolio that not only showcases design execution but also strategic thinking about process definition and operationalization will be highly valued. The ability to present how designs translate into tangible operational changes is crucial.

💵 Compensation & Benefits

Salary Range:

Given the Senior Service Designer title, location in Perth, Australia, and the implied experience level (5-10 years), a competitive salary range would be estimated between AUD $120,000 - $160,000 per annum. This estimate is based on industry benchmarks for senior design roles in major Australian cities, considering the cost of living and the specialized nature of service design.

Benefits:

• Flexible working arrangements, with up to 2 days working from home per week (Hybrid Work Policy).

• Opportunity to help establish and shape Capricorn's emerging Experience Strategy & Service Design capability.

• Influence experiences impacting over 31,000 Members, Preferred Suppliers, and Employees.

• Paid parental leave for both parents.

• Active social calendar with virtual and face-to-face events.

• Reward and recognition program.

• Wellness program.

• Additional leave purchase options.

• Free gym membership near the office.

• Discounted private health benefits.

• All-inclusive working from home kits.

• Access to a vibrant office environment with city views and amenities. Working Hours:

• Standard full-time hours are assumed to be approximately 38-40 hours per week. The hybrid policy offers flexibility in how these hours are structured.

📝 Enhancement Note: The salary estimate is a benchmark. Actual compensation will depend on the candidate's specific experience, qualifications, and negotiation. The extensive list of benefits highlights Capricorn's commitment to employee well-being and work-life balance, which is a significant draw for experienced professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, Membership Organisation, Business Solutions (Automotive and Machinery Aftermarkets focus).

Company Size: Capricorn is described as one of Australia and New Zealand's largest and most dynamic Member-owned organisations, facilitating nearly $4bn in sales annually with over 31,000 Members and a significant network of Preferred Suppliers. This indicates a large, established, and influential organization.

Founded: 1974, signifying a long history and established presence in the market.

Team Structure:

• The role sits within the "Experience Strategy and Service Design team," which is being established as a "centre of excellence." This suggests a dedicated, growing team focused on customer and member experience.

• As a Senior Service Designer, the role will likely involve close collaboration with cross-functional teams across the organization, including digital, product development, operations, marketing, and member services.

• The reporting structure is not explicitly detailed but is implied to be within a broader Experience or Strategy function. Methodology:

• Capricorn aims to create a "One Capricorn, One Community" ambition, emphasizing interconnectedness and shared goals.

• The company culture values making a difference, supporting its community, and having fun.

• The Experience Strategy & Service Design team will focus on turning insight into meaningful change, designing end-to-end experiences, and understanding community needs.

• A strong emphasis is placed on data-driven decision-making and evidence-based strategy.

Company Website: capricorn.coop/careers

📝 Enhancement Note: Capricorn's member-owned structure and focus on community differentiate it from typical corporate entities. The nascent nature of the Experience Strategy & Service Design team means this role has significant potential to influence the company's operational approach to customer experience and service delivery.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role within the specialized field of Service Design and Experience Strategy. It signifies a position of influence and expertise, responsible for leading design initiatives and contributing to the strategic direction of the customer experience function. The role is pivotal in shaping how Capricorn interacts with its community.

Reporting Structure: Likely reports to a Head of Experience Strategy, Director of Customer Experience, or a similar senior leadership role responsible for driving member and customer-centric initiatives. The role will collaborate extensively with peers in Product, Digital, Marketing, and various operational departments.

Operations Impact: The Senior Service Designer's work will directly impact the operational efficiency and effectiveness of Capricorn's service delivery. By designing better experiences and the underlying processes, the role aims to increase Member satisfaction, supplier engagement, and internal operational efficiency, ultimately contributing to Capricorn's financial performance and community growth.

Growth Opportunities:

• Leadership & Strategy: Opportunity to lead the development and operationalization of service design practices within a growing function, potentially leading to a Team Lead or Head of Service Design role as the capability matures.

• Skill Specialization: Deepen expertise in specific areas of service design, such as journey mapping, systems thinking, or implementation strategy, by working on diverse projects within Capricorn's B2B and membership ecosystem.

• Cross-functional Impact: Gain broad exposure to different business units and operational processes within Capricorn, fostering a holistic understanding of the organization and enabling career transitions into broader strategy, product, or operational management roles.

• Industry Influence: Contribute to shaping the service design maturity of a large, established member-owned organization, potentially setting new benchmarks in the cooperative and B2B service sectors.

📝 Enhancement Note: The role offers a unique opportunity to build a function from the ground up, providing significant scope for strategic input and personal career growth beyond traditional service design execution. The ability to influence operational processes is a key differentiator for career progression.

🌐 Work Environment

Office Type: Capricorn offers a modern office environment with sweeping city views, coffee on tap, and a vibrant team atmosphere. This suggests a professional, well-equipped workspace conducive to collaboration and focused work.

Office Location(s): Perth, Western Australia. Specific details about the office address are not provided, but it is implied to be a central location offering accessibility.

Workspace Context:

• Collaborative Environment: The description highlights a "general buzz of our team" and a desire for connection, indicating a collaborative and social office culture.

• Operations Tools & Technology: While not explicitly detailed, a Senior Service Designer would typically utilize standard design software (e.g., Figma, Sketch, Adobe Creative Suite), collaboration tools (e.g., Miro, Mural), and potentially specific service design platforms or project management tools. Access to these would be expected.

• Team Interaction: The role will involve regular interaction with colleagues within the Experience Strategy & Service Design team and frequent collaboration with stakeholders across various departments, fostering a dynamic and communicative work environment.

Work Schedule:

• Standard full-time hours apply.

• The hybrid policy allows for up to 2 days of working from home per week, providing flexibility in managing personal time and work location. This schedule is designed to support work-life balance while maintaining team cohesion and operational effectiveness.

📝 Enhancement Note: The hybrid work arrangement is a key feature, balancing the benefits of in-office collaboration with the flexibility of remote work, which is often a significant consideration for experienced professionals in design and operations roles.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Likely a review of the application and portfolio to assess foundational skills and experience.

• Case Study/Design Challenge: Candidates may be asked to present a portfolio walkthrough or complete a design challenge related to a real-world Capricorn scenario, focusing on problem-framing, research approach, and solution ideation.

• Stakeholder Interviews: Meetings with hiring managers, potential team members, and cross-functional stakeholders to assess design craft, strategic thinking, collaboration style, and cultural fit.

• Final Interview: Discussion with senior leadership to evaluate strategic impact, leadership potential, and alignment with Capricorn's vision.

Portfolio Review Tips:

• Showcase End-to-End Process: Clearly articulate your role and contributions across the entire service design lifecycle for each project.

• Highlight Impact and Outcomes: Quantify results where possible (e.g., increased satisfaction, reduced operational friction, improved conversion rates) and articulate the business value delivered.

• Demonstrate Synthesis and Insight: Show how you translated raw data and research into meaningful insights that informed design decisions.

• Detail Operational Considerations: Explain how your designs account for people, process, technology, and governance, and how you considered implementation feasibility.

• Storytelling: Craft a narrative around each project, explaining the problem, your approach, the solution, and the impact. Be prepared to discuss your rationale and decision-making process.

• Tailor to Capricorn: If possible, subtly tailor your presentation to reflect an understanding of Capricorn's member-owned model and B2B context.

Challenge Preparation:

• Understand the Business: Research Capricorn's business model, its Members, Preferred Suppliers, and its "One Capricorn, One Community" ambition.

• Service Design Fundamentals: Be prepared to discuss core service design principles, methodologies, and tools.

• Problem-Solving: Practice framing ambiguous problems and outlining a structured approach to solving them using service design.

• Stakeholder Management: Think about how you would engage with and influence diverse stakeholders to gain buy-in for your designs.

📝 Enhancement Note: The emphasis on "making great ideas work in practice" suggests that interviewers will be keen to understand how candidates bridge the gap between conceptual design and operational reality. Portfolio examples demonstrating this capability will be highly advantageous.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop, XD), InVision, Axure RP.

• Collaboration & Ideation: Miro, Mural, Confluence, Jira.

• Research & Analysis: User testing platforms (e.g., UserTesting.com), survey tools (e.g., SurveyMonkey, Qualtrics), data analysis tools (e.g., Excel, Google Sheets, potentially BI tools like Tableau or Power BI for insight synthesis).

Analytics & Reporting:

• While not a primary analytics role, understanding how to interpret and leverage data from CRM, web analytics (e.g., Google Analytics), and business intelligence dashboards is crucial for informing design decisions and measuring impact. CRM & Automation:

• Familiarity with CRM systems (e.g., Salesforce, Microsoft Dynamics) and marketing automation platforms is beneficial for understanding existing customer data and operational workflows.

• Knowledge of how service design impacts and can be supported by backend operational systems and automation is a plus.

📝 Enhancement Note: While specific tools aren't listed, the role requires proficiency in a standard suite of design, collaboration, and research tools. The ability to interpret data from various business systems is key to demonstrating the operational impact of service design.

👥 Team Culture & Values

Operations Values:

• Community Focus: A strong commitment to serving the needs of Members and Preferred Suppliers, reflecting Capricorn's member-owned ethos.

• Collaboration & Connection: Valuing teamwork, shared success, and building strong relationships across the organization ("One Capricorn, One Community").

• Continuous Improvement: A proactive mindset towards identifying opportunities for enhancement and driving positive change in services and experiences.

• Data-Driven Decision Making: Utilizing insights and evidence to inform strategic choices and design solutions.

• Impact & Value Creation: Focusing on delivering tangible value to the community and the organization through effective service design.

Collaboration Style:

• Cross-Functional Integration: Actively seeking collaboration with diverse teams to ensure designs are holistic and implementable across various channels and operational areas.

• Co-design & Partnership: Engaging stakeholders collaboratively in the design process to foster ownership and leverage collective expertise.

• Transparent Communication: Sharing insights, rationale, and design concepts openly to build understanding and alignment.

• Feedback-Oriented: Open to receiving and providing constructive feedback to refine designs and improve processes.

📝 Enhancement Note: The emphasis on "community" and "collaboration" suggests a culture that values strong interpersonal relationships and a shared sense of purpose, which is critical for a role that bridges design and operational implementation.

⚡ Challenges & Growth Opportunities

Challenges:

• Establishing a New Capability: Building the Experience Strategy & Service Design function from the ground up, defining processes, and gaining organizational buy-in requires significant initiative and strategic thinking.

• Balancing Diverse Needs: Simultaneously addressing the needs of Members, Preferred Suppliers, and internal Employees, while also aligning with business priorities and operational realities.

• Navigating Organizational Complexity: Working within a large, established member-owned organization with potentially diverse legacy systems and established ways of working.

• Bridging Design and Implementation: Ensuring that designed services are effectively translated into practical, sustainable operational processes and experiences.

Learning & Development Opportunities:

• Strategic Leadership: Opportunity to define and lead the operational framework for service design within Capricorn.

• Industry Best Practices: Exposure to diverse B2B and membership service environments, allowing for the application and refinement of cutting-edge service design techniques.

• Cross-Functional Expertise: Gaining deep understanding of various operational domains within Capricorn, enhancing versatility and career options.

• Mentorship: Potential to mentor junior designers and contribute to the overall growth of the design community within the organization.

📝 Enhancement Note: The challenges are significant but directly tied to the growth opportunities. Successfully navigating these challenges will provide a unique and valuable experience for career development in operations and strategy.

💡 Interview Preparation

Strategy Questions:

• "How would you approach establishing a new Service Design function within an organization like Capricorn?" (Focus on process definition, stakeholder engagement, and embedding design thinking operationally.)

• "Describe a time you had to balance conflicting stakeholder needs (e.g., Member, Supplier, Business) in a service design project. How did you achieve alignment and a successful outcome?" (Prepare a case study focusing on negotiation, influence, and trade-offs.)

• "Imagine we need to improve the onboarding process for new Preferred Suppliers. Outline your service design approach, from initial research to recommending operational changes." (Demonstrate your problem-framing, research synthesis, and ability to identify process improvements.) Company & Culture Questions:

• "What interests you about Capricorn's member-owned model and our 'One Capricorn, One Community' ambition?" (Show you've researched their unique structure and values.)

• "How do you foster a collaborative design culture and encourage cross-functional teams to embrace user-centricity?" (Discuss your approach to stakeholder management and change enablement.)

• "How do you measure the success and impact of your service design initiatives on both the customer experience and business operations?" (Prepare to discuss relevant KPIs and metrics, and how you link design to operational outcomes.) Portfolio Presentation Strategy:

• Structure: Organize your portfolio logically, perhaps by project type or by highlighting your role in the service design lifecycle.

• Narrative: For each case study, clearly articulate the problem statement, your specific role and contributions, the methodologies used, key insights, the solution designed, and the measurable impact on users and the business.

• Operationalization Focus: Emphasize how your designs considered and influenced operational processes, technology, and people.

• Visuals: Use clear visuals such as journey maps, service blueprints, personas, and prototypes to illustrate your work.

• Conciseness: Be prepared to present key projects efficiently, focusing on the most impactful aspects relevant to the role.

📝 Enhancement Note: Interviewers will be looking for evidence of strategic thinking, practical execution, and the ability to translate design concepts into tangible operational improvements. Your ability to articulate this connection will be paramount.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided Breezy HR link: https://capricorn.breezy.hr/p/6a148fdf669401-senior-service-designer

• Customize your Resume: Tailor your resume to highlight experience in service design, experience strategy, cross-functional collaboration, and any experience with B2B or membership models. Emphasize achievements related to process improvement and stakeholder influence.

• Curate your Portfolio: Select 2-3 of your most impactful service design projects that demonstrate the full lifecycle, from research to implementation enablement. Ensure each case study clearly outlines the problem, your process, the solution, and the outcomes (ideally with measurable impact).

• Prepare your Narrative: Practice articulating your portfolio projects clearly and concisely, focusing on your role, the strategic decisions you made, and how your designs addressed operational realities. Be ready to discuss your approach to establishing new capabilities.

• Research Capricorn: Understand their member-owned business model, their community focus, and their "One Capricorn, One Community" vision. Consider how your service design skills can contribute to these strategic goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.