Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: RAC WA

Location: West Perth, Western Australia, Australia

Job Type: Full time, Temporary (12-month maximum-term)

Category: Service Design / Customer Experience Operations

Date Posted: September 16, 2026

Experience Level: 5-10 years

Remote Status: Hybrid

🚀 Role Summary

• Lead end-to-end service design initiatives, ensuring member-centric experiences align with strategic business objectives across all channels.

• Develop critical service design artifacts, including blueprints, journey maps, and experience architectures, to bridge customer needs with organizational goals.

• Collaborate closely with product, technology, and operations teams to translate conceptual service experiences into practical, implementable solutions.

• Leverage both qualitative and quantitative research methods to uncover member behaviors, needs, and pain points throughout their entire journey.

• Synthesize complex research findings and data into actionable insights, personas, and service improvement opportunities to drive continuous enhancement.

📝 Enhancement Note: This role is positioned as a Senior Service Designer with a focus on operationalizing member and customer experiences. The emphasis on "end-to-end," "cross-functional collaboration," and "translating experiences into actionable, feasible solutions" strongly indicates a need for strong Revenue Operations and Sales Operations alignment, where service design directly impacts customer acquisition, retention, and overall lifetime value. The temporary nature suggests a project-based need, likely related to a significant digital transformation or service overhaul.

📈 Primary Responsibilities

• Lead the planning, research, and design of complex, omni-channel services, ensuring a seamless member experience.

• Create and maintain service design artifacts such as blueprints, journey maps, and experience architectures that visualize the end-to-end customer lifecycle and touchpoints.

• Conduct comprehensive research, including qualitative and quantitative methods, to identify member behaviors, needs, pain points, and opportunities across all service interactions.

• Synthesize research findings and data into clear, actionable insights, personas, and hypotheses to inform strategic decision-making and product direction.

• Facilitate co-creation workshops and design thinking sessions to align cross-functional teams, including product, technology, marketing, and operations, on shared goals and desired outcomes.

• Develop and present evidence-based design strategies and compelling narratives to influence stakeholders, including senior leadership, on the value of proposed service improvements.

• Collaborate with product and technology teams to ensure service designs are translated into feasible and effective solutions within the existing or evolving technology stack.

• Identify gaps and opportunities across products, services, and touchpoints to support the design of service experience strategies and drive continuous improvement initiatives.

• Support transformational projects and organizational change initiatives by providing design expertise and advocating for member-centricity.

📝 Enhancement Note: The responsibilities highlight a blend of strategic design thinking and practical execution, crucial for operations roles. The emphasis on "translating service experiences into actionable, feasible solutions" and "informing delivery decisions" points to a direct link with operational execution and process optimization. The need to "influence stakeholders" and "communicate complex experience insights" is a key skill for driving change within operations.

🎓 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 a Senior Service Designer role. Relevant certifications in Design Thinking or Agile methodologies are also valuable.

Experience: 5-10 years of progressive experience in Service Design, Customer Experience design, or a related field.

Required Skills:

• Proven experience in Service Design methodologies, including Design Thinking, Lean Start-up, Lean UX, Design Sprints, and Agile frameworks.

• Demonstrated experience in planning and leading the research and design of complex, omni-channel services.

• Strong background in customer experience product design, encompassing qualitative and quantitative research, customer behavior analysis, and marketing insights.

• Proven experience leading research and design activities with cross-functional stakeholders.

• Ability to synthesize research findings into clear, actionable insights, recommendations, and opportunities that inform delivery decisions.

• Ability to translate detailed insights and requirements into strategic vision and recommendations for senior leadership and product direction.

• Comfort and proficiency in collaborating and delivering quality outputs in fast-paced, ambiguous, and complex environments.

• Demonstrated ability to lead projects independently and contribute effectively as a team member. Preferred Skills:

• Experience recruiting and interviewing research participants, both internally and externally.

• Exposure to transformational projects and organizational change initiatives.

• Familiarity with service mapping tools and experience architecture platforms.

• Understanding of UX/UI principles and their application within service design.

📝 Enhancement Note: The requirements emphasize a strong foundation in design methodologies and practical experience in leading complex projects. The "mandatory" qualifications highlight critical competencies for success in a role that bridges strategy and execution within an operational context. The preference for experience in transformational projects suggests the company is undergoing significant change, requiring adaptable and resilient operations professionals.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable examples of leading end-to-end service design initiatives for omni-channel services.

• Case studies showcasing the application of Design Thinking, Lean UX, or Agile methodologies.

• Evidence of qualitative and quantitative research conducted, including methodologies, insights derived, and their impact.

• Examples of service design artifacts such as blueprints, journey maps, and experience architectures, clearly illustrating the connection between customer needs and business objectives.

• Documentation of how service design outcomes were translated into actionable solutions for product, technology, or operations teams.

• Examples of facilitating co-creation workshops and aligning cross-functional teams.

• Clear articulation of how complex insights were communicated to influence stakeholder decisions. Process Documentation:

• Workflows detailing the end-to-end service design process from research initiation to solution implementation.

• Documentation of research validation with internal and external stakeholders.

• Examples of synthesizing research into actionable insights, personas, and service improvement opportunities.

• Evidence of cross-functional collaboration and alignment on shared goals and outcomes.

• Metrics or KPIs used to measure the success and impact of designed service experiences.

📝 Enhancement Note: For a Senior Service Designer role, a robust portfolio is critical. It should not only showcase design skills but also demonstrate a deep understanding of how design impacts business operations, customer acquisition, retention, and overall efficiency. The emphasis on "actionable solutions" and "influencing stakeholders" suggests a need for portfolio pieces that highlight measurable business outcomes and strategic impact.

💵 Compensation & Benefits

Salary Range:

Given the Senior level, 5-10 years of experience, and location in West Perth, Australia, a competitive salary range for a Senior Service Designer is estimated to be between AUD $120,000 - $160,000 annually. This estimation is based on industry benchmarks for similar roles in major Australian cities, considering the cost of living and the demand for specialized design and operations talent.

Benefits:

• Flexible and hybrid working arrangements, including temporary remote work options, promoting work-life balance.

• Opportunities for personal development, continuous learning, certifications, and career progression within a growth-focused environment.

• Contribution to high-impact projects that directly enhance RAC WA's services and community standing.

• Inclusive and diverse workplace that welcomes all employees.

• Strong focus on employee wellbeing, including mental health support, wellness programs, and fitness incentives.

• Engagement in meaningful community and social responsibility initiatives. Working Hours:

The standard working hours are approximately 40 hours per week, with flexibility offered through hybrid and temporary remote work arrangements.

📝 Enhancement Note: The salary range is an estimation based on Australian market data for senior-level design and operations roles. The benefits package highlights a strong emphasis on employee wellbeing and professional development, which are key attractors for experienced operations professionals seeking a supportive work environment. The temporary nature of the role may influence the overall compensation package or benefits eligibility.

🎯 Team & Company Context

🏢 Company Culture

Industry: Automotive Services, Insurance, Tourism, and Member Services. RAC WA operates as a member-focused organization, providing a range of services beyond traditional breakdown assistance, including insurance, travel, and motoring advice. This diversified model means the service design function must cater to a broad spectrum of member needs and business objectives.

Company Size: RAC WA is a significant organization in Western Australia, employing a substantial number of staff to manage its diverse operations. This suggests a structured environment with established processes, but also one undergoing transformation, requiring adaptable individuals. The scale implies opportunities for broad impact and exposure to various business units.

Founded: RAC WA has a long history, founded in 1905. This legacy suggests a stable organization with deep roots in the community, but also one that must continuously innovate to remain relevant in a rapidly changing market. A long history can influence established processes and a culture that values tradition alongside progress.

Team Structure:

• The service design function likely sits within a broader Digital, Customer Experience, or Product Development team.

• It will involve close collaboration with Product Managers, UX/UI Designers, Business Analysts, Data Analysts, Technology Leads, and various Operations teams (e.g., Member Services, Roadside Assistance, Claims).

• The reporting structure for a Senior Service Designer would typically be to a Head of Service Design, CX Lead, or Digital Transformation Lead. Methodology:

• RAC WA appears to embrace modern design and delivery methodologies, as evidenced by the mention of Design Thinking, Lean Start-up, Lean UX, Design Sprints, and Agile.

• Data-driven decision-making is expected, with a focus on qualitative and quantitative research to inform service improvements.

• A strong emphasis on member-centricity guides their approach to service design and delivery.

Company Website: https://rac.com.au/

📝 Enhancement Note: Understanding RAC WA's member-focused model and its broad range of services is crucial for a Service Designer. This context informs how service design impacts revenue streams (e.g., member acquisition and retention through improved service experiences) and operational efficiency across diverse departments. The blend of legacy and transformation suggests a dynamic environment where operations professionals can drive significant change.

📈 Career & Growth Analysis

Operations Career Level: This role is a Senior position, indicating a level of autonomy, leadership, and strategic contribution. A Senior Service Designer is expected to not only execute design tasks but also to guide projects, mentor junior staff, and influence strategic direction. In an operations context, this means contributing to the design of efficient, scalable, and member-centric processes that directly impact customer satisfaction and loyalty, ultimately driving revenue.

Reporting Structure: The Senior Service Designer will likely report into a leadership role within the Digital, Customer Experience, or Transformation departments, such as a Head of Service Design, CX Manager, or Digital Product Lead. This placement suggests a direct line of sight to strategic initiatives and a close working relationship with product and technology teams, as well as key operational stakeholders.

Operations Impact: The impact of this role is significant, as effective service design directly influences the member journey, which is fundamental to customer acquisition, retention, and advocacy. By optimizing service experiences, this role contributes to:

• Increased customer satisfaction and loyalty, leading to higher retention rates and reduced churn.

• Improved operational efficiency by streamlining processes and reducing friction points for both members and internal teams.

• Enhanced brand perception and competitive advantage through superior service delivery.

• Direct contribution to revenue growth through improved customer lifetime value and potential upselling/cross-selling opportunities driven by positive experiences. Growth Opportunities:

• Operations Skill Advancement: Deepen expertise in omni-channel service design, customer journey mapping, and experience architecture within a large, complex organization.

• Leadership Development: Opportunities to lead significant service design initiatives, mentor junior designers, and influence strategic planning, potentially progressing to a Lead Service Designer or Head of CX role.

• Cross-functional Expertise: Gain exposure to various business units (e.g., Insurance, Roadside Assistance, Travel) and understand their operational nuances, broadening expertise in GTM and operational strategy.

• Transformational Project Experience: Contribute to major digital and organizational transformation efforts, building a strong track record in change management and strategic implementation.

• Certifications: The company explicitly mentions enabling continuous learning opportunities and certifications, which can be leveraged for specialized training in advanced service design, Agile coaching, or operations management.

📝 Enhancement Note: This analysis focuses on how a Service Design role contributes to operational goals and revenue generation. The growth opportunities are framed within the context of operations career progression, highlighting how design skills translate into broader operational leadership and strategic impact.

🌐 Work Environment

Office Type: The role is described as "Hybrid," indicating a blend of on-site work at the RAC WA offices in West Perth and remote work. This setup aims to balance the benefits of in-person collaboration and team cohesion with the flexibility and autonomy of remote work.

Office Location(s): The primary location is West Perth, specifically mentioning Wellington Street. This area is a well-established business district in Perth, offering accessibility via public transport and proximity to amenities.

Workspace Context:

• Collaborative Environment: The hybrid model and emphasis on co-creation workshops suggest a collaborative workspace designed to foster interaction and idea exchange among design, product, technology, and operations teams.

• Tools & Technology: While not explicitly detailed, expect access to standard design software, collaboration platforms (e.g., Microsoft Teams, Slack), and potentially specialized service design tools. Access to data analytics and CRM systems will be crucial for research and insight generation.

• Team Interaction: Opportunities for regular interaction with the immediate service design team, broader CX/digital departments, and various business stakeholders, facilitating knowledge sharing and problem-solving.

Work Schedule: The role is full-time, with approximately 40 hours per week. The hybrid arrangement allows for flexibility in managing workdays between home and the office, supporting a healthy work-life balance and enabling focused work on design tasks or collaborative sessions as needed.

📝 Enhancement Note: The hybrid work environment is a key consideration for operations professionals, balancing the need for focused work with collaborative problem-solving. The West Perth location is relevant for local candidates, and the description implies a modern, collaborative office setting conducive to design and operational planning.

📄 Application & Portfolio Review Process

Interview Process:

1. Initial Screening: A review of your application, resume, and portfolio to assess alignment with the role's requirements and RAC WA's needs.

2. Hiring Manager Interview: A conversation with Jason Crooks (Hiring Manager) to discuss your experience, motivation, and suitability for the Senior Service Designer role, with a focus on your approach to service design and operations.

3. Skills Assessment/Workshop: This may involve a practical exercise, a case study presentation, or a facilitated workshop to evaluate your design methodologies, problem-solving skills, and ability to collaborate with cross-functional teams. Expect questions related to how you would approach specific service design challenges within RAC WA's context.

4. Panel Interview: An interview with a panel of stakeholders, potentially including representatives from product, technology, and operations, to assess cultural fit, strategic thinking, and your ability to influence and communicate effectively.

5. Final Offer: Extension of an offer for the 12-month maximum-term position.

Portfolio Review Tips:

• Showcase End-to-End Process: For each project, clearly articulate the problem, your role, the methodologies used (Design Thinking, Agile, etc.), your research process (qualitative/quantitative), key insights, designed solutions (blueprints, journey maps), and the resulting impact or outcomes.

• Highlight Operational Impact: Emphasize how your service designs led to improved operational efficiency, reduced costs, increased customer satisfaction, or drove revenue growth. Quantify results wherever possible.

• Demonstrate Collaboration: Include examples of how you facilitated co-creation workshops and collaborated with product, technology, and operations teams to ensure feasibility and alignment.

• Communicate Complex Insights: Prepare to explain how you translated complex user needs and data into clear, actionable recommendations for stakeholders, including senior leadership.

• Tailor to RAC WA: Research RAC WA's services and member base. If possible, include projects that demonstrate experience in similar industries or with similar challenges (e.g., member services, insurance, automotive, digital transformation).

Challenge Preparation:

• Be prepared to discuss your approach to designing services for a member-based organization.

• Anticipate questions about how you would handle ambiguity, conflicting stakeholder priorities, or tight deadlines.

• Think about how you would measure the success of a service design initiative within RAC WA's operational framework.

• Practice articulating your design strategy and decision-making process clearly and concisely.

📝 Enhancement Note: This section provides actionable advice for candidates, focusing on how to present their experience and skills in a way that resonates with operations and GTM hiring managers. The emphasis on impact, collaboration, and strategic communication is key for senior-level operations roles.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Platforms: Tools like Miro, Mural, Lucidchart, or specialized service design software for creating blueprints, journey maps, and process flows.

• Prototyping Tools: Figma, Sketch, Adobe XD for creating wireframes and interactive prototypes to visualize service interactions.

• Research Tools: SurveyMonkey, Typeform, Qualtrics for quantitative data collection; UserTesting.com, Lookback for qualitative user testing.

• Collaboration Tools: Microsoft Teams, Slack for team communication and project coordination.

• Project Management Tools: Jira, Asana, Trello for managing design sprints and Agile workflows.

Analytics & Reporting:

• Web Analytics: Google Analytics or similar for understanding user behavior on digital platforms.

• CRM Data: Access to RAC WA's CRM (e.g., Salesforce, Microsoft Dynamics) to understand member profiles, interaction history, and service usage patterns.

• BI Tools: Tableau, Power BI, or similar for visualizing research data, service performance metrics, and operational KPIs.

CRM & Automation:

• Familiarity with how CRM systems store member data and support customer journeys.

• Understanding of workflow automation principles as they relate to service delivery and customer support processes.

📝 Enhancement Note: While the specific stack isn't detailed, listing common tools used in service design and operations provides candidates with a clear understanding of the expected technical environment. Proficiency in collaboration and data visualization tools is paramount for effective operations strategy and execution.

👥 Team Culture & Values

Operations Values:

• Member-Centricity: A core value driving all design and operational decisions, ensuring the member experience is at the forefront.

• Collaboration: Strong emphasis on teamwork and cross-functional partnerships to achieve shared goals and deliver integrated solutions.

• Innovation & Continuous Improvement: A commitment to exploring new ideas, adopting modern methodologies, and constantly seeking ways to enhance services and processes.

• Data-Driven Decision Making: Utilizing insights from research and analytics to inform strategy and validate improvements.

• Accountability & Ownership: Taking responsibility for projects and outcomes, particularly in delivering high-quality, impactful service designs.

Collaboration Style:

• Cross-functional Integration: The role requires seamless collaboration with product, technology, marketing, and operations teams to ensure holistic service design.

• Agile & Iterative: A collaborative approach that embraces iterative development, feedback loops, and adaptive planning.

• Workshop-Facilitation: Expertise in leading inclusive and productive workshops that foster alignment and co-creation among diverse stakeholders.

• Open Communication: Encouraging transparent communication, constructive feedback, and the sharing of knowledge and best practices within the team and across departments.

📝 Enhancement Note: Understanding RAC WA's operational values and collaboration style is crucial for a candidate to assess cultural fit and their ability to integrate effectively into the team and drive operational initiatives. The emphasis on member-centricity and collaboration directly impacts how service design contributes to overall business objectives.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Member Needs with Business Objectives: Navigating the complexities of meeting diverse member expectations while aligning with RAC WA's strategic goals and operational constraints.

• Legacy Systems & Processes: Integrating modern service designs with existing, potentially older, systems and operational workflows.

• Cross-Departmental Alignment: Ensuring consistent service experience across various business units, each with its own priorities and operational structures.

• Measuring Impact: Quantifying the ROI of service design initiatives and demonstrating their contribution to operational efficiency and business outcomes.

• Pace of Change: Adapting to evolving member expectations and technological advancements in a dynamic market.

Learning & Development Opportunities:

• Service Design Specialization: Deepen expertise in advanced service design techniques, user research, and experience strategy.

• Agile & Lean Methodologies: Further develop skills in Agile coaching, Lean UX implementation, and Design Sprint facilitation.

• Business Acumen: Gain a deeper understanding of RAC WA's diverse business units and their operational challenges, enhancing strategic thinking.

• Transformational Leadership: Contribute to and learn from large-scale organizational change initiatives.

• Mentorship: Potential to be mentored by experienced leaders and to mentor junior team members, fostering leadership skills.

• Certifications: Access to company-sponsored certifications in relevant design, Agile, or operational disciplines.

📝 Enhancement Note: Identifying potential challenges helps candidates prepare for the realities of the role. Framing growth opportunities within the context of operations and leadership development provides a clear career path and value proposition for experienced professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex, omni-channel service you designed from end-to-end. What were the key challenges, your methodology, and the measurable impact on customer experience and business operations?" (Focus on process, collaboration, and results.)

• "How do you balance the needs of diverse stakeholders (e.g., members, product teams, operations, senior leadership) when designing a new service or improving an existing one?" (Highlight stakeholder management and negotiation skills.)

• "Imagine RAC WA is looking to improve its member onboarding process. Outline your approach to understanding current pain points and designing an improved, member-centric experience, considering both digital and non-digital touchpoints." (Demonstrate problem-solving and strategic thinking.) Company & Culture Questions:

• "What excites you about RAC WA's mission and its role in Western Australia? How do you see service design contributing to that mission?" (Show research and alignment with company values.)

• "How do you foster collaboration and ensure buy-in from different departments, particularly operations, when advocating for design-led changes?" (Assess cultural fit and teamwork.)

• "How do you measure the success of your service design work, and how would you demonstrate its ROI to senior leadership at RAC WA?" (Focus on data-driven impact and business value.) Portfolio Presentation Strategy:

• Storytelling: Structure your portfolio presentations around compelling narratives. Clearly define the problem, your role, the journey you took, and the impactful outcome.

• Visual Clarity: Use high-quality visuals for journey maps, blueprints, and prototypes. Ensure they are easy to understand and highlight key insights and solutions.

• Quantify Impact: Whenever possible, present metrics that demonstrate the success of your work (e.g., increased conversion rates, reduced support tickets, improved NPS scores, operational efficiency gains).

• Focus on Collaboration: Be ready to discuss how you partnered with product, technology, and operations teams throughout the design process.

• Address the 'Why': Be prepared to explain the rationale behind your design decisions, linking them back to member needs and business objectives.

📝 Enhancement Note: These interview questions and portfolio tips are tailored to a Senior Service Designer role with significant operational implications. They focus on assessing strategic thinking, problem-solving, collaboration, and the ability to drive tangible business results, which are critical for operations-focused roles.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the RAC WA Workday portal using the provided link.

• Tailor your Resume: Highlight experience with Service Design methodologies, omni-channel service design, qualitative/quantitative research, and cross-functional collaboration. Use keywords from the job description and ensure achievements are quantified where possible, especially those related to operational efficiency or customer experience improvements.

• Curate Your Portfolio: Prepare a concise portfolio that showcases 2-3 key projects demonstrating your end-to-end service design process, research capabilities, artifact creation (blueprints, journey maps), and measurable impact on member experience and business operations. Be ready to walk through these case studies in detail.

• Research RAC WA: Understand RAC WA's mission, services, and target audience. Familiarize yourself with their current digital presence and any recent initiatives. Consider how your service design approach can contribute to their goals, particularly in areas like member acquisition, retention, and service delivery efficiency.

• Prepare for Case Studies/Workshops: Anticipate practical exercises or presentations that require you to apply service design thinking to a RAC WA-specific challenge. Practice articulating your thought process and collaborating with others.

⚠️ 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.