Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: My NRMA

Location: Sydney, New South Wales, Australia

Job Type: Full-time

Category: Service Design / Customer Experience Operations

Date Posted: 2026-08-28

Experience Level: 10+ Years (Implied Seniority)

Remote Status: Hybrid

🚀 Role Summary

• Lead end-to-end service design initiatives, transforming strategy into actionable service outcomes and fostering cross-functional collaboration within the Membership division.

• Apply systems thinking across diverse channels, teams, and business units to understand and mitigate the broader impact of design decisions on customer and employee experiences.

• Drive customer and employee research, from discovery to testing and problem framing, ensuring clear alignment with strategic objectives and operational efficiency.

• Design current and future state journeys, service blueprints, and solutions to address complex systemic service and operational challenges.

• Translate service concepts into tangible, implementable changes across people, process, policy, and technology frameworks.

📝 Enhancement Note: While the title is "Senior Service Designer," the implied experience level of 10+ years suggests this is a leadership-oriented role focused on strategic impact and potentially mentoring. The emphasis on "turning strategy into services" and "addressing systemic service and operational challenges" points towards a strong operations and GTM (Go-To-Market) alignment, where service design directly influences operational execution and customer lifecycle management. The role is situated within the Membership division, highlighting a focus on member engagement, retention, and value delivery.

📈 Primary Responsibilities

• Spearhead the entire service design lifecycle, from initial discovery and research to ongoing optimization, ensuring practical service outcomes and facilitating productive cross-functional workshops.

• Employ systems thinking to analyze and design services across multiple touchpoints, teams, and business units, understanding the holistic impact of design choices.

• Plan and execute comprehensive customer and employee research, including discovery, usability testing, synthesis of findings, and precise problem framing that directly supports strategic and operational goals.

• Develop detailed current and future state journey maps, service blueprints, and innovative solutions that effectively resolve systemic service and operational bottlenecks.

• Create, test, and iterate on prototypes, pilot programs, and experiments, leading customer validation and evaluative research to refine service designs for successful delivery.

• Facilitate the translation of service design concepts into actionable changes, influencing and coordinating efforts across people, process, policy, and technology domains.

• Define key success metrics, rigorously assess impact through data-driven research and insights, and champion continuous service improvement cycles.

• Cultivate robust stakeholder relationships, effectively influence prioritization decisions, advocate for superior customer and employee experiences, and actively contribute to uplifting service design capabilities across the broader team.

📝 Enhancement Note: The responsibilities listed are highly indicative of a role that bridges design thinking with operational execution. The emphasis on "translating service concepts into implementable changes across people, process, policy and technology" and "addressing systemic service and operational challenges" directly aligns with the core functions of Revenue Operations and Sales Operations, where process optimization, system integration, and efficient customer journey management are paramount. The expectation to "define success measures, assess impact through research and insights, and continuously improve services" points to a data-driven approach essential in operations roles.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Business, or a related field is typically expected for senior-level roles in this domain.

Experience: Minimum of 8 years of progressive experience in service design, customer experience (CX) design, UX design, or closely related fields. Proven track record of leading complex, end-to-end service design initiatives from conception through to implementation and optimization.

Required Skills:

• Service Design Leadership: Proven ability to lead and manage end-to-end service design projects, from initial discovery and research to optimization and implementation.

• Systems Thinking: Strong capacity to understand and analyze complex systems, identifying interconnectedness and potential impacts across various touchpoints, teams, and business units.

• Customer & Employee Research: Expertise in planning, conducting, and synthesizing qualitative and quantitative research, including discovery research, usability testing, and evaluative studies.

• Service Blueprinting & Journey Mapping: Proficiency in creating detailed service blueprints, customer journey maps, and other visual tools to articulate current and future state experiences.

• Prototyping & Testing: Demonstrated experience in developing and testing prototypes, pilots, and experiments to validate service concepts and refine designs.

• Strategic Thinking: Ability to connect research insights directly to strategic priorities, business objectives, and operational outcomes.

• Stakeholder Management & Influence: Strong skills in building relationships, influencing senior leaders and cross-functional teams, and championing the customer/employee experience.

• AI Tool Integration: Experience leveraging AI tools within the design process to enhance efficiency and deliver outcomes effectively.

• Communication & Facilitation: Excellent verbal and written communication skills, with the ability to facilitate workshops and present complex ideas clearly.

Preferred Skills:

• Training or certification in Service Design methodologies.

• Experience with Agile development methodologies.

• Formal training or experience in Change Management principles.

• Experience mentoring junior designers or contributing to capability uplift within a team.

• Experience operating autonomously in operationally complex environments.

📝 Enhancement Note: The emphasis on "operational challenges," "translating concepts into implementable changes across people, process, policy, and technology," and "leveraging AI tools" strongly suggests that candidates with a foundational understanding of operational workflows, process improvement, and data-driven decision-making will be highly valued. Experience with CRM systems, marketing automation platforms, or sales enablement tools, while not explicitly listed, could be advantageous, as these are often key components of the "technology" aspect of service implementation. The "AI tools" requirement is particularly relevant to modern operations, where AI is increasingly used for analytics, automation, and customer interaction.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: Showcase 2-3 in-depth case studies demonstrating leadership in end-to-end service design initiatives. Each case study should clearly articulate the problem, your role, the methodologies used (research, design, testing), key insights, design solutions (e.g., service blueprints, journey maps), and measurable outcomes.

• Process Optimization Examples: Include specific examples or case studies that highlight how your service design work led to tangible improvements in operational efficiency, customer satisfaction, or employee experience. Quantifiable results are crucial.

• Systems Thinking Demonstration: Present how you've analyzed complex service ecosystems, considering the interplay of people, processes, technology, and policy. Service blueprints or similar artifacts that illustrate system-level thinking are highly valuable.

• Evidence of Cross-functional Collaboration: Provide examples or descriptions of how you've effectively collaborated with Product, Technology, Operations, and other business stakeholders to bring service designs to life.

Process Documentation:

• Workflow Design & Optimization: Demonstrate your ability to map existing workflows, identify pain points, and design optimized future-state processes that enhance service delivery and operational efficiency.

• Implementation & Automation: Illustrate how your service designs have been translated into practical, implementable changes, including considerations for automation where appropriate.

• Measurement & Performance Analysis: Show how you've defined success metrics, conducted post-implementation analysis, and used data to iterate and improve services.

📝 Enhancement Note: For a Senior Service Designer role with a strong operational component, the portfolio should not only showcase design artifacts but also the impact of those designs on business operations. Candidates should be prepared to discuss how their service designs integrate with existing operational frameworks, contribute to efficiency gains, and support revenue-generating activities. Demonstrating an understanding of how service design influences CRM data, sales processes, or customer support workflows will be highly beneficial.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Senior Service Designer role in Sydney, Australia, with 8+ years of experience and a hybrid work arrangement, the estimated annual salary range is AUD $140,000 - $180,000. This range considers the seniority, specialized skills, and the cost of living in Sydney.

Benefits:

• Progressive Flexibility: Flexible working arrangements to promote work-life balance.

• Generous Leave: 5 weeks of annual and recreation leave, exceeding standard entitlements.

• Travel Discounts: Opportunities for discounts on car rentals (SIXT), cruises, and accommodation at NRMA Holiday Parks and Resorts.

• Complimentary NRMA Membership: Includes free Roadside Assistance and a wide array of discounts on groceries, movie tickets, gift cards, gym memberships, attractions, and restaurants.

• Insurance Discounts: Savings on NRMA personal insurance products, including car, home, and travel.

• Career Mobility: Opportunities for career growth, relocation, or internal movement within the NRMA Group.

• Well-being Benefits: Comprehensive benefits focused on employee well-being.

Working Hours: Standard full-time hours are assumed, likely around 38-40 hours per week, with flexibility offered through the hybrid work arrangement.

📝 Enhancement Note: The salary estimate is based on aggregated data from reputable Australian job boards and salary comparison websites for similar senior design and CX roles in major Australian cities, adjusted for the specific experience level and hybrid work model. The benefits package is comprehensive and highlights NRMA's commitment to employee well-being and lifestyle, which can be a significant draw for operations professionals seeking a balanced career.

🎯 Team & Company Context

🏢 Company Culture

Industry: Financial Services, Insurance, Automotive Services, Tourism & Hospitality. My NRMA operates across a diverse range of sectors, leveraging its trusted brand to offer a wide array of member services. This multi-faceted nature means operations roles often involve complex interdependencies.

Company Size: Large Enterprise (Implied by diverse service offerings and potential for significant employee base). My NRMA is a well-established, member-owned organization with a significant presence across Australia.

Founded: The NRMA was founded in 1920, indicating a long history of service and evolution, now operating under the "My NRMA" brand umbrella, suggesting a modern approach to its established legacy.

Team Structure: The role sits within the Experience Design team within the Membership division. This suggests a dedicated group focused on enhancing member interactions and value. Collaboration is expected with Product, Technology, Operations, and business subject matter experts.

• Operations Integration: The role will likely interface directly with operational teams responsible for service delivery, customer support, and member management.

• Cross-functional Collaboration: Close partnerships with Product Managers, Engineers, Data Analysts, and Business Stakeholders are essential for successful service implementation.

• Reporting: The Senior Service Designer likely reports into a Head of Experience Design or a similar leadership role within the Membership division.

Methodology:

• Human-Centered Design: A core philosophy emphasizing deep understanding of customer and employee needs.

• Systems Thinking: Analyzing services holistically to identify interdependencies and opportunities for improvement.

• Agile Principles: Likely adoption of Agile or hybrid methodologies for iterative development and delivery.

• Data-Driven Decision Making: Emphasis on using research insights and performance metrics to inform design and operational strategies.

Company Website: https://www.mynrma.com.au/ and https://career.mynrma.com.au/

📝 Enhancement Note: My NRMA's diverse business units mean that operational processes can be complex and varied. A Senior Service Designer needs to understand how their designs impact not just the customer-facing elements but also the underlying operational machinery that delivers those services. This requires an appreciation for operational constraints, efficiency metrics, and the technology stack that supports member services.

📈 Career & Growth Analysis

Operations Career Level: This is a senior-level individual contributor role with potential for leadership influence. It bridges the gap between strategic design and operational execution, offering significant scope for impact. The role is positioned to shape how services are delivered, directly influencing operational efficiency and member satisfaction.

Reporting Structure: The Senior Service Designer reports into the Experience Design team within the Membership division, likely to a Head of Design or similar senior leader. They will collaborate extensively with peers and leaders in Product, Technology, and Operations.

Operations Impact: The role has a direct impact on operational effectiveness by designing intuitive and efficient service processes. By translating strategy into tangible service outcomes, it aims to reduce operational friction, improve customer lifetime value, and enhance member retention, all critical metrics for operations teams.

Growth Opportunities:

• Leadership Development: Opportunities to lead larger, more complex service design initiatives, potentially managing junior designers or leading cross-functional project teams.

• Specialization: Deepen expertise in specific areas of service design, such as digital service transformation, AI-driven customer experiences, or operational process optimization through design.

• Cross-Divisional Exposure: Potential to contribute to service design initiatives across other NRMA divisions, broadening understanding of the organization's operational landscape.

• Capability Uplift: Actively contribute to building and improving the service design capability within the organization, potentially through training, process development, and best practice dissemination.

📝 Enhancement Note: For operations professionals, this role represents a unique opportunity to leverage design thinking to solve operational challenges. Growth paths could lead into broader operational leadership roles, program management for service transformation, or specialized CX/Operations strategy roles, especially within a large, diversified company like My NRMA.

🌐 Work Environment

Office Type: Hybrid work model, combining time in Sydney Olympic Park and Sydney CBD offices with remote work from home. This indicates a modern, flexible workplace culture.

Office Location(s): Sydney Olympic Park and Sydney CBD, New South Wales, Australia. These are major business hubs, offering accessibility and a professional corporate environment.

Workspace Context:

• Collaborative Spaces: The office environments likely feature collaborative zones, meeting rooms, and quiet areas to support diverse working styles.

• Technology Access: Expect access to standard corporate IT infrastructure, design software, and collaboration tools necessary for effective service design and operational alignment.

• Team Interaction: Opportunities for regular in-person interaction with design, product, and technology teams, as well as ad-hoc engagement with operational stakeholders.

Work Schedule: The role is full-time. While specific hours may vary, the hybrid arrangement suggests flexibility in structuring the workday, balancing focused individual work with collaborative sessions and team meetings.

📝 Enhancement Note: The hybrid nature of the role is crucial. Operations professionals often benefit from a mix of focused analytical time (which can be done remotely) and collaborative problem-solving sessions (which are often best in person). Understanding how to leverage both aspects of the hybrid model for maximum operational impact will be key.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: HR or recruiter review of application and resume, assessing alignment with core requirements (experience, skills).

• Hiring Manager Interview: Discussion focused on experience, leadership capabilities, strategic thinking, and understanding of service design principles and their application to operational challenges.

• Portfolio Review & Presentation: A critical stage where candidates present their work, demonstrating their approach to service design, systems thinking, research, and problem-solving. Expect detailed questions about case studies, methodologies, and outcomes.

• Stakeholder/Team Interview: Meetings with potential peers and stakeholders from Product, Technology, and Operations to assess cultural fit, collaboration style, and ability to influence.

• Final Interview/Offer: Discussion with senior leadership, potentially confirming cultural alignment and final offer negotiation.

Portfolio Review Tips:

• Focus on Impact: Clearly articulate the business and operational impact of your projects. Quantify results wherever possible (e.g., "reduced customer wait times by X%", "increased conversion rates by Y%", "improved operational efficiency by Z%").

• Showcase Process: Detail your methodology. Explain why you chose specific research methods, design tools, or testing approaches. Highlight your systems thinking and how you addressed operational challenges.

• Highlight Collaboration: Emphasize your ability to work with diverse teams, including Operations. Provide examples of how you translated design insights into actionable operational changes.

• Tailor to the Role: Ensure your presented case studies demonstrate experience relevant to a large, member-focused organization and highlight your ability to leverage AI tools and address systemic issues.

• Be Prepared for "How": Beyond the "what," be ready to explain the "how" – how you facilitated workshops, managed stakeholders, navigated constraints, and drove implementation.

Challenge Preparation:

• Operational Scenario: Be prepared for a hypothetical scenario where you need to design or improve a service within a complex operational context (e.g., optimizing a member onboarding process, improving a service request workflow).

• Process Mapping Exercise: You might be asked to map out a current state process or design a future state process, demonstrating your analytical and design skills.

• Strategic Alignment: Prepare to discuss how service design aligns with business strategy and operational goals, and how you would measure the success of your initiatives.

📝 Enhancement Note: The portfolio review is paramount. Candidates should select projects that best illustrate their ability to solve complex problems with operational implications. Demonstrating an understanding of how service design integrates with and improves operational workflows, CRM data management, and customer lifecycle automation will be a significant advantage.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Software: Tools like Miro, Mural, Figma, Adobe XD, Sketch for diagramming, journey mapping, wireframing, and prototyping.

• Prototyping Tools: Figma, InVision, Axure RP for creating interactive prototypes.

• Research Platforms: UserTesting.com, Lookback, Qualtrics for conducting and analyzing user research.

• AI Tools: Proficiency with AI-powered design assistants, data analysis tools, or customer insight platforms to enhance efficiency and delivery.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for understanding user behavior on digital platforms.

• BI Tools: Tableau, Power BI, Looker for data visualization and reporting on service performance and operational metrics.

• Customer Feedback Tools: SurveyMonkey, Typeform, Qualtrics for gathering and analyzing customer feedback.

CRM & Automation:

• CRM Systems: Experience with major CRM platforms like Salesforce, Microsoft Dynamics, or similar systems used for managing member and customer relationships and interactions.

• Marketing Automation: Familiarity with platforms like HubSpot, Marketo, or Pardot, as they often integrate with customer journeys and operational processes.

• Workflow Automation Tools: Understanding of how to leverage automation within CRM or dedicated workflow tools to streamline service delivery.

📝 Enhancement Note: While specific tool requirements are not listed, a Senior Service Designer in this context will likely need to be proficient in a range of digital design and collaboration tools. Crucially, understanding how their designs integrate with and influence CRM systems, operational dashboards, and potentially marketing/sales automation platforms will be a significant advantage. The mention of "AI tools" is particularly noteworthy for modern operations.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: A deep commitment to understanding and serving the needs of NRMA members, driving decisions and actions with the member experience at the forefront.

• Collaboration & Teamwork: Emphasis on working together across departments and disciplines to achieve shared goals, fostering an environment of mutual support and shared success.

• Innovation & Continuous Improvement: A drive to explore new ideas, challenge the status quo, and consistently seek ways to enhance services, processes, and member value.

• Integrity & Trust: Upholding the highest ethical standards, acting with transparency, and building trust with members and colleagues, reflecting the member-owned nature of the organization.

• Efficiency & Effectiveness: A focus on delivering high-quality services and operational outcomes in a timely and resource-efficient manner.

Collaboration Style:

• Cross-functional Integration: A proactive approach to engaging with and incorporating perspectives from Product, Technology, Operations, Marketing, and other business units.

• Workshop Facilitation: Skilled in leading collaborative sessions that bring diverse stakeholders together to co-create solutions and align on strategies.

• Open Communication: Encouraging open dialogue, constructive feedback, and knowledge sharing to foster a learning environment and drive collective improvement.

📝 Enhancement Note: For operations professionals, aligning with these values is key. The emphasis on "member-centricity," "collaboration," and "efficiency" directly maps to the core objectives of most operations roles. Understanding how to apply design thinking within these cultural parameters will be crucial for success.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Organizations: My NRMA's diverse service offerings and large scale can present complex organizational structures and interdependencies, requiring strong navigation and influencing skills.

• Translating Strategy to Operations: Bridging the gap between high-level strategy and the practical realities of operational implementation can be challenging, requiring a deep understanding of operational constraints.

• Balancing Stakeholder Needs: Synthesizing input from various stakeholders (members, employees, business units, technology) to create cohesive and effective service designs.

• Measuring Impact: Quantifying the value and impact of service design initiatives, particularly in relation to operational efficiency and business outcomes, can be complex.

• Adapting to Evolving Technologies: Keeping pace with new technologies, including AI, and integrating them effectively into service designs and operational workflows.

Learning & Development Opportunities:

• Service Design Specialization: Deepen expertise in advanced service design techniques, digital transformation, and customer journey orchestration.

• Operational Process Mastery: Gain a deeper understanding of various operational functions within My NRMA, such as customer support, membership management, and service delivery processes.

• Leadership Skills: Develop skills in influencing, stakeholder management, and potentially team leadership through project work and mentorship.

• Industry Trends: Stay abreast of emerging trends in customer experience, service design, AI in design, and operational best practices through conferences, workshops, and internal learning initiatives.

📝 Enhancement Note: The challenges are typical for senior roles in large, established organizations. For operations-minded candidates, these challenges present opportunities to apply their analytical and process-improvement skills within a design context, leading to holistic solutions that benefit both the customer and the business's operational efficiency.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led an end-to-end service design initiative that addressed significant operational challenges. What was your approach, what were the key outcomes, and how did you measure success?" (Focus on process, systems thinking, and quantifiable results).

• "How do you approach systems thinking when designing a service for a large, complex organization like My NRMA? Can you provide an example of how you've mapped a service ecosystem?" (Highlight understanding of interconnectedness and impact across departments).

• "Imagine we need to improve our member onboarding process. What would be your first steps in designing a more seamless and efficient experience, and how would you involve operational teams in this process?" (Demonstrate structured approach, research methods, and collaboration). Company & Culture Questions:

• "Based on your understanding of My NRMA, what do you see as our biggest opportunities or challenges in delivering exceptional member experiences?" (Show research and strategic thinking about the company's context).

• "How have you influenced senior stakeholders or cross-functional teams to adopt new service designs or approaches, especially when they impacted existing operational processes?" (Focus on communication, negotiation, and advocacy skills).

• "How do you ensure that a service design is not just conceptually sound but also practically implementable and sustainable from an operational perspective?" (Connect design to operational realities and efficiency). Portfolio Presentation Strategy:

• Structure for Impact: Organize your presentation around 2-3 key projects. For each, clearly define the problem statement, your role, the strategic context, your methodology, key design artifacts (blueprints, journeys), challenges faced, solutions implemented, and most importantly, the measurable outcomes and operational impact.

• Emphasize Process & Rationale: Don't just show the final output; explain the why behind your decisions. Detail your research, synthesis, ideation, and testing processes.

• Highlight Collaboration: Showcase how you worked with different teams (especially operations) and how your design integrated with existing systems and processes.

• Quantify Results: Use data and metrics to demonstrate the success of your projects. If direct metrics are unavailable, explain how you would measure success and what operational efficiencies were achieved or intended.

• Prepare for Deep Dives: Be ready to answer detailed questions about any aspect of your projects, including methodologies, tools used, trade-offs made, and lessons learned.

📝 Enhancement Note: Candidates should prepare to discuss how their service design work directly supports operational goals such as efficiency, cost reduction, customer retention, and revenue growth. Demonstrating an understanding of CRM, operational workflows, and data analysis will be highly advantageous.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit Your Application: Complete the online application form via the provided link.

• Tailor Your Resume: Highlight your 8+ years of experience in service design, specific achievements in leading end-to-end initiatives, your expertise in systems thinking, research methodologies, and stakeholder influence. Use keywords from the job description (e.g., service design, customer experience, systems thinking, operational challenges, AI tools).

• Curate Your Portfolio: Select 2-3 strong case studies that best demonstrate your ability to solve complex problems, lead initiatives, and drive measurable impact, particularly in relation to operational efficiency and member experience. Ensure your portfolio clearly outlines your process, collaboration, and quantifiable results.

• Prepare for Presentation: Practice presenting your portfolio, focusing on storytelling, clarity, and demonstrating how your design work translates into tangible business and operational value. Be ready to discuss your approach to complex organizational challenges.

• Research My NRMA: Understand their mission, values, diverse business units, and recent initiatives. Consider how your service design skills can contribute to their strategic goals and operational excellence.

⚠️ 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.