Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: My NRMA

Location: Sydney, New South Wales, Australia

Job Type: Full-time

Category: Experience Design / Service Design

Date Posted: June 11, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead end-to-end service design initiatives, transforming strategic objectives into tangible, human-centered service outcomes that enhance customer and employee experiences.

• Apply systems thinking to understand and design across diverse channels, teams, and business units, ensuring a cohesive and impactful service ecosystem.

• Conduct and lead comprehensive customer and employee research, from discovery to synthesis and problem framing, directly linking insights to strategic and operational goals.

• Develop and test prototypes, pilots, and experiments, employing rigorous validation and evaluative research to iteratively refine service designs for effective delivery.

• Translate complex service concepts into actionable changes across people, processes, policies, and technology, driving operational efficiency and effectiveness.

📝 Enhancement Note: While the role is titled "Senior Service Designer," the responsibilities and required experience (8+ years) suggest a significant level of autonomy and strategic influence, aligning with senior or lead operational design roles. The focus on "operational outcomes" and "systemic service and operational challenges" indicates a strong connection to the operational efficiency and effectiveness of the business.

📈 Primary Responsibilities

• Spearhead the entire service design lifecycle, from initial discovery and insight generation through to ongoing optimization, ensuring strategic alignment and practical application.

• Facilitate cross-functional workshops and collaborative sessions to foster ideation, problem-solving, and co-creation of service solutions.

• Apply systematic thinking to map out and understand interconnected service components, identifying leverage points for improvement and innovation across the organization.

• Design detailed current and future state customer and employee journeys, comprehensive service blueprints, and innovative solutions that address complex systemic service and operational challenges.

• Execute and lead customer validation and evaluative research activities, including prototyping, pilot testing, and experimentation, to gather evidence for refining service designs.

• Translate high-level service concepts into clear, implementable changes, working closely with stakeholders to integrate new designs into existing people, process, policy, and technology frameworks.

• Define key success metrics for services, rigorously assess their impact using data and insights, and drive continuous improvement cycles.

• Cultivate and maintain strong relationships with senior stakeholders, effectively influencing prioritization and championing the voice of the customer and employee experience.

• Actively contribute to uplifting service design capability and best practices across the broader Experience Design team and relevant departments.

📝 Enhancement Note: The responsibilities clearly indicate a strategic operational influence. The emphasis on "translating strategy into services," "addressing systemic service and operational challenges," and "implementable changes across people, process, policy and technology" highlights the deep integration of this role with operational execution and improvement, not just front-end design.

🎓 Skills & Qualifications

Education: While specific educational requirements are not detailed, a Bachelor's or Master's degree in Design, Human-Computer Interaction, Psychology, Business, or a related field is typically expected for senior roles in this domain. Formal training in Service Design, Agile, or Change Management is considered desirable.

Experience: A minimum of 8+ years of progressive experience in service design, customer experience (CX) design, user experience (UX) design, or closely related disciplines. Proven track record of successfully leading end-to-end service design initiatives from conception to implementation and optimization.

Required Skills:

• Service Design: Deep expertise in end-to-end service design methodologies, including journey mapping, service blueprinting, and co-creation workshops.

• Systems Thinking: Ability to understand and analyze complex systems, identifying interdependencies and designing holistic solutions.

• Customer Experience (CX) Design: Strong background in designing human-centered experiences that meet customer needs and business objectives.

• User Research: Proficiency in planning, conducting, and synthesizing various research methods (discovery, testing, evaluative) to gather actionable insights.

• Service Blueprinting: Demonstrated ability to create detailed service blueprints that map out customer touchpoints, backstage processes, and supporting elements.

• Prototyping & Experimentation: Experience in developing and testing prototypes, pilots, and experiments to validate service concepts.

• Stakeholder Management & Influence: Proven ability to build strong relationships, influence senior leaders, and drive consensus across diverse teams.

• Cross-functional Collaboration: Skill in partnering effectively with Product, Technology, Operations, and other business subject matter experts.

• Strategic Thinking: Capacity to connect research insights to strategic priorities, business outcomes, and operational decisions.

• AI Tool Proficiency: Experience leveraging AI tools within the design process for efficiency and enhanced outcomes.

Preferred Skills:

• Agile Methodologies: Familiarity with Agile frameworks and their application in design and development processes.

• Change Management: Understanding of change management principles and their role in service implementation.

• Mentoring: Experience in guiding and developing junior designers or contributing to team capability uplift.

• Operational Process Understanding: Familiarity with operational workflows and challenges within a large member-based organization.

📝 Enhancement Note: The requirement for 8+ years and the emphasis on leading initiatives and influencing senior stakeholders suggest that candidates should highlight their experience in driving operational improvements through design, not just creating beautiful interfaces. Experience with AI tool integration is a specific, forward-looking requirement.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 comprehensive case studies demonstrating end-to-end service design projects, ideally with a strong focus on improving operational efficiency or customer service delivery.

• Each case study should clearly articulate the problem statement, your role and responsibilities, the research methodologies employed (discovery and evaluative), key insights derived, the design process, and the implemented solutions.

• For each project, provide clear evidence of the impact on customer experience, employee experience, and/or operational outcomes, supported by quantifiable metrics where possible (e.g., reduction in service time, increase in customer satisfaction, decrease in operational errors).

• Include examples of service blueprints, journey maps, user research findings, and prototypes developed.

• Highlight instances where systems thinking was applied to address complex, interconnected challenges. Process Documentation:

• Demonstrate your ability to document and communicate complex service designs effectively, including the creation of clear and actionable service blueprints.

• Showcase examples of how you have translated service concepts into implementable changes across people, process, policy, and technology.

• Provide evidence of how you define success measures, assess impact through research and insights, and drive continuous improvement.

📝 Enhancement Note: For this senior role, the portfolio should emphasize strategic impact and operational integration. Candidates must clearly articulate how their service designs directly contributed to business objectives, operational efficiency, and measurable improvements, moving beyond purely aesthetic or user-centric outputs.

💵 Compensation & Benefits

Salary Range: Based on the Sydney market for a Senior Service Designer with 8+ years of experience in a large, established organization like My NRMA, the estimated annual salary range is AUD $140,000 - $190,000. This range accounts for the seniority of the role, the specific skills required, and the cost of living in Sydney.

Benefits:

• Generous Leave: 5 weeks of annual and recreation leave, providing excellent work-life balance.

• Travel Perks: Significant discounts on SIXT car rental, cruises, and accommodation at award-winning NRMA Holiday Parks and Resorts.

• Membership Benefits: Complimentary myNRMA membership, including free Roadside Assistance.

• Lifestyle Discounts: Access to discounts on groceries, movie tickets, gift cards, gym memberships, attractions, and restaurants.

• Insurance Discounts: Special pricing on a range of NRMA personal insurance products (car, home & travel).

• Career Mobility: Opportunities to grow, progress, or relocate your career within the broader NRMA Group.

• Well-being Support: Progressive flexibility and well-being benefits designed to support personal priorities.

Working Hours: This is a full-time role, typically expected to be around 38-40 hours per week. The hybrid arrangement offers flexibility, allowing for a mix of in-office and remote work as agreed.

📝 Enhancement Note: The salary range is an estimate based on industry benchmarks for a Senior Service Designer in Sydney, Australia, considering the specified experience level and the nature of the organization. The listed benefits are directly extracted from the job description and tailored for clarity.

🎯 Team & Company Context

🏢 Company Culture

Industry: The NRMA operates within a diverse range of industries, including automotive services, insurance, travel and tourism (holiday parks, cruises, car rentals), and increasingly, sustainable energy solutions like EV charging networks. This broad scope offers a dynamic and multifaceted business environment.

Company Size: My NRMA is a large, established organization with a significant employee base, likely numbering in the thousands. This scale implies structured processes, cross-functional departments, and opportunities for impact across a wide operational footprint.

Founded: The NRMA was founded in 1920, giving it a long history and deep roots in serving Australian motorists and members. This heritage suggests a culture that values member loyalty, community impact, and evolving services to meet contemporary needs.

Team Structure:

• The Senior Service Designer will join the Experience Design team within the Membership division. This implies a focus on services that directly engage and benefit NRMA members.

• The team likely comprises other designers (UX/UI, Service Designers), researchers, and potentially product managers, working collaboratively to enhance member experiences.

• There will be significant interaction with Product, Technology, and Operations teams across various business units, requiring strong cross-functional collaboration and influence. Methodology:

• Data-Driven Design: The role emphasizes identifying opportunities, designing, and optimizing services through deep insights and evidence. This points to a data-driven approach to design and decision-making.

• Systems Thinking & End-to-End Design: The focus on understanding broader impacts across channels, teams, and units, and designing for "end-to-end" experiences, indicates a holistic and integrated approach to service development and improvement.

• Agile & Iterative Processes: While not explicitly detailed as the sole methodology, the mention of "prototypes, pilots and experiments," "customer validation," and "continuous improvement" suggests an iterative and Agile-informed approach to design and delivery.

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

📝 Enhancement Note: The company's member-owned structure and commitment to "making a difference" suggest a culture that prioritizes community benefit and long-term value over short-term gains, which can influence design priorities and decision-making processes. The diverse service offerings mean operations professionals will work across a varied landscape of business functions.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a Senior Service Designer, indicating a mid-to-senior level position within the Experience Design function. It requires substantial experience (8+ years) and the ability to lead complex initiatives independently, influencing strategic direction and operational execution. The role is crucial for driving tangible improvements in service delivery and operational efficiency.

Reporting Structure: The Senior Service Designer reports into the Experience Design team, likely under a Head of Experience Design or similar leadership role within the Membership division. They will work closely with Product Managers, Technology Leads, and Operations Managers, acting as a key collaborator and influencer across these functions.

Operations Impact: The Senior Service Designer has a direct and significant impact on the operational effectiveness and customer satisfaction of My NRMA's services. By designing intuitive, efficient, and sustainable services, they contribute to reduced operational costs, improved employee productivity, enhanced member loyalty, and ultimately, the organization's overall business performance and strategic goals.

Growth Opportunities:

• Leadership Development: Opportunity to lead significant service design projects, mentor junior designers, and potentially grow into a Lead Service Designer or Service Design Manager role.

• Skill Specialization: Deepen expertise in specific areas like AI-driven service design, complex systems mapping, or strategic CX transformation.

• Cross-Functional Exposure: Gain broad exposure to various business units (roadside assistance, travel, insurance) and their operational challenges, broadening your understanding of the entire NRMA ecosystem.

• Capability Uplift: Contribute to and benefit from initiatives aimed at enhancing the organization's overall service design and CX capabilities.

📝 Enhancement Note: The role offers significant opportunities for impact and growth by bridging the gap between strategic vision and operational reality. Candidates should frame their aspirations around leading strategic initiatives and developing operational excellence through design.

🌐 Work Environment

Office Type: The role offers a hybrid work arrangement, combining time spent in My NRMA's Sydney Olympic Park and Sydney CBD offices with remote work from home. This suggests a modern, flexible work environment that balances in-person collaboration with individual focus time.

Office Location(s): The primary office locations are Sydney Olympic Park and Sydney CBD, both key business hubs in Sydney, offering accessibility and proximity to various amenities.

Workspace Context:

• Collaborative Spaces: The offices are likely equipped with collaborative zones, meeting rooms, and potentially design thinking spaces conducive to workshops and team brainstorming sessions.

• Technology & Tools: Access to standard office technology, design software, and relevant collaboration platforms will be provided to support the hybrid work model. Specific operations tools may vary by project.

• Team Interaction: Opportunities for regular interaction with the Experience Design team, as well as close collaboration with Product, Technology, and Operations teams, both in-person and virtually.

Work Schedule: The standard work schedule is full-time, approximately 38-40 hours per week. The hybrid model allows for flexibility in structuring the work week, balancing office presence with remote work as agreed upon with the hiring manager. This flexibility is beneficial for managing complex design processes and deep analytical work.

📝 Enhancement Note: The hybrid arrangement is a key aspect of the work environment, requiring candidates to be self-disciplined and effective in both remote and in-office collaboration. The focus on Sydney CBD and Olympic Park locations indicates a professional, urban working environment.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application, resume, and portfolio to assess experience and alignment with role requirements.

• First Interview: Likely with a hiring manager or senior member of the Experience Design team to discuss your background, experience, and approach to service design. Expect questions about your leadership style and ability to influence.

• Portfolio Presentation/Workshop: A crucial stage where you will present selected case studies from your portfolio, demonstrating your process, strategic thinking, and impact. This may involve a practical design challenge or workshop simulation to assess your problem-solving skills and collaboration style.

• Stakeholder Interviews: Interviews with key stakeholders from Product, Technology, and Operations to evaluate your ability to collaborate and integrate designs into operational realities.

• Final Interview: Potentially with a senior leader to discuss overall fit, strategic vision, and alignment with company culture.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 case studies that best highlight your experience in end-to-end service design, systems thinking, and driving operational improvements. Prioritize projects with measurable outcomes.

• Structure for Impact: For each case study, clearly define the problem, your approach (research, ideation, prototyping), your specific contributions, the solutions, and the tangible results (customer, employee, and operational impact). Use a narrative that tells a compelling story.

• Showcase Process: Detail your design process, including research methods, synthesis techniques, ideation techniques, and how you translated insights into actionable designs. Visuals like journey maps and service blueprints are essential.

• Quantify Success: Whenever possible, use data and metrics to demonstrate the value and impact of your work. Explain how your designs addressed systemic or operational challenges.

• Tailor to NRMA: Research My NRMA's services and member base. Consider how your past experiences and approach could be applied to their specific context and operational needs.

Challenge Preparation:

• Understand the Scope: Be prepared for a challenge that may involve analyzing a service scenario, identifying operational issues, and proposing design solutions. It could be a role-play, a case study analysis, or a collaborative workshop.

• Focus on Process and Impact: Demonstrate your problem-solving methodology, your ability to think systematically, and how you would translate your design into implementable operational changes.

• Articulate Your Rationale: Clearly explain the 'why' behind your decisions, linking them back to research insights, strategic goals, and potential operational benefits.

• Practice Collaboration: If the challenge involves collaboration, showcase your ability to listen, contribute constructively, and build on others' ideas.

📝 Enhancement Note: The interview process heavily emphasizes the practical application of service design skills, particularly in problem-solving and demonstrating impact on operational outcomes. A well-prepared portfolio is critical for success.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Software: Tools for creating journey maps, service blueprints, process flows, and wireframes (e.g., Miro, Mural, Figma, Adobe XD, Lucidchart, Visio).

• Prototyping Tools: Software for building interactive prototypes (e.g., Figma, InVision, Adobe XD, Sketch).

• Research & Analysis Tools: Platforms for user research, surveys, and data analysis (e.g., SurveyMonkey, Qualtrics, Typeform, Dovetail, Google Analytics).

• Collaboration Platforms: Tools for remote and in-office collaboration (e.g., Microsoft Teams, Slack, Zoom).

Analytics & Reporting:

• Business Intelligence Tools: Familiarity with tools for analyzing operational data and performance metrics (e.g., Tableau, Power BI, Google Data Studio) to measure service impact.

• CRM Systems: Understanding of how CRM data (e.g., Salesforce, Microsoft Dynamics) can inform service design and customer insights.

CRM & Automation:

• Workflow & Automation Tools: Awareness of how automation can enhance service delivery and operational efficiency, even if not directly configuring them.

• AI Tools: Specific mention of leveraging AI tools within the design process, indicating comfort with emerging technologies for design assistance and data analysis.

📝 Enhancement Note: While not explicitly listed, a strong understanding of how design integrates with underlying technology and operational systems (CRM, BI tools) is crucial. The emphasis on "AI tools" is a specific differentiator and should be highlighted by candidates.

👥 Team Culture & Values

Operations Values:

• Customer & Member Centricity: A core value likely driven by the member-owned structure, emphasizing understanding and serving the needs of NRMA members and customers.

• Making a Difference: A stated company value that encourages employees to contribute positively to the community and create meaningful impact through their work.

• Collaboration & Teamwork: Essential for success in a role that spans multiple departments and requires influencing diverse stakeholders.

• Innovation & Continuous Improvement: Encouraging new ideas and a proactive approach to enhancing services and operational processes.

• Integrity & Trust: Reflecting the long-standing reputation of the NRMA and the importance of ethical decision-making.

Collaboration Style:

• Cross-functional Partnership: The role is designed for deep collaboration with Product, Technology, and Operations teams, fostering a partnership approach to problem-solving and solution delivery.

• Insight-Driven Dialogue: Encouraging open discussion based on research findings and data to inform design decisions and prioritize initiatives.

• Co-creation & Feedback: A culture that values input from various perspectives, encouraging co-creation of solutions and constructive feedback loops.

• Empowerment & Autonomy: While collaborative, the Senior role implies a degree of autonomy in driving initiatives and making informed decisions.

📝 Enhancement Note: The values emphasize a purpose-driven culture focused on member benefit and community impact, which should resonate with candidates looking for roles with a strong sense of purpose. Collaboration is key, requiring strong interpersonal and communication skills.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Organizational Complexity: My NRMA's diverse service offerings and large size present a complex operational landscape. Understanding and designing across these varied business units requires strong analytical and systems thinking skills.

• Balancing Stakeholder Needs: Effectively managing the expectations and priorities of diverse stakeholders (Product, Tech, Ops, Senior Leadership) while championing the customer/employee experience can be challenging.

• Driving Change in Established Processes: Translating innovative service designs into implementable changes within existing operational frameworks may require significant effort in change management and stakeholder buy-in.

• Measuring and Demonstrating Impact: Quantifying the ROI of service design initiatives, especially in complex, multi-faceted services, requires robust data analysis and clear communication of results.

Learning & Development Opportunities:

• Strategic Impact Leadership: Opportunity to lead high-impact projects that shape the future of member services and operational efficiency for a well-respected Australian brand.

• Cross-Industry Exposure: Gain experience across multiple service sectors (automotive, travel, insurance, etc.), broadening your understanding of different operational models and customer needs.

• AI Integration in Design: Develop expertise in leveraging AI tools to enhance design processes, analyze customer data, and identify new service opportunities.

• Mentorship & Capability Building: Opportunities to mentor junior designers and contribute to the development of service design best practices within the organization.

📝 Enhancement Note: This role offers significant opportunities for professional growth by tackling complex, real-world operational challenges within a respected organization, with a focus on emerging technologies like AI.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led an end-to-end service design initiative from discovery to optimization. What were the key challenges, and how did you overcome them?" (Focus on your process, problem-solving, and outcomes.)

• "How do you apply systems thinking to understand and design services that operate across multiple teams and business units?" (Prepare examples of mapping complex systems and identifying leverage points.)

• "Tell me about a situation where you had to influence senior stakeholders to adopt a new service design or operational change. What was your approach, and what was the result?" (Highlight your communication, persuasion, and negotiation skills.)

• "How do you translate research insights into actionable design decisions and ultimately, implementable changes in people, process, and technology?" (Focus on bridging the gap between insight and execution.) Company & Culture Questions:

• "Given NRMA's diverse offerings (roadside assistance, travel, insurance), how would you approach understanding and designing services for our member base?" (Research NRMA's services and consider how you'd approach discovery.)

• "What is your experience with leveraging AI tools in the service design process? Can you provide an example?" (Be ready to discuss specific tools and their applications.)

• "How do you ensure that your service designs address not only customer needs but also operational efficiency and business objectives?" (Emphasize your understanding of the operational impact.)

• "Describe your experience mentoring junior designers or contributing to design capability uplift within a team." (Showcase leadership and knowledge-sharing abilities.) Portfolio Presentation Strategy:

• Start with the 'Why': Clearly articulate the business problem or customer need that drove each project.

• Detail Your Role and Process: Explain your specific contributions, the methodologies you used (research, ideation, prototyping, testing), and how you collaborated with others.

• Showcase Visuals: Use service blueprints, journey maps, user flows, and prototypes to illustrate your thinking and solutions.

• Highlight Impact: Crucially, quantify the results. Focus on improvements in customer satisfaction, operational efficiency, cost savings, or employee experience. Use metrics where possible.

• Connect to NRMA: Briefly explain how the skills and approaches demonstrated in your portfolio are relevant to My NRMA's context and challenges.

📝 Enhancement Note: The interview process will likely involve a deep dive into your portfolio and practical problem-solving. Be prepared to articulate your strategic thinking and demonstrate how your design work drives tangible business and operational outcomes.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on jobs.smartrecruiters.com.

• Tailor your CV: Highlight your 8+ years of experience in service design/CX design, emphasizing leadership in end-to-end initiatives, systems thinking, and stakeholder influence. Use keywords from the job description.

• Curate your Portfolio: Select 3-5 strong case studies that showcase your process, problem-solving, and most importantly, the tangible operational and customer impact of your service designs. Ensure clear metrics and visual documentation (service blueprints, journey maps).

• Prepare for the Interview: Practice articulating your experience using the STAR method (Situation, Task, Action, Result), especially for questions related to leadership, problem-solving, and stakeholder management. Be ready to present your portfolio case studies confidently.

• Research My NRMA: Understand their diverse business lines, member base, and their stated values (e.g., "making a difference," community focus). Consider how your service design skills can address their specific operational and customer challenges.

⚠️ 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.

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