Strategic Design Manager

📍 Job Overview

Job Title: Strategic Design Manager

Company: AustralianSuper

Location: Melbourne, Victoria, Australia

Job Type: Full time

Category: Strategic Design / Operations Transformation

Date Posted: 2026-08-11T04:15:09

Experience Level: 10+ years

Remote Status: Hybrid

🚀 Role Summary

• Lead strategic discovery, diagnostic, and transformation initiatives across complex member journeys and organizational challenges within the superannuation sector.

• Identify and shape opportunities to enhance member outcomes, improve operational effectiveness, and drive organizational performance through strategic design methodologies.

• Guide the development of future-state services, experiences, operating models, and strategic roadmaps, leveraging systems thinking to uncover root causes and connect opportunities.

• Influence senior stakeholders through evidence-based insights, strategic thinking, and compelling storytelling, fostering alignment and momentum for change across Product, Technology, Operations, Marketing, Strategy, and Experience departments.

• Lead, coach, and develop a high-performing team of Senior Service Designers, fostering an environment of curiosity, experimentation, collaboration, and continuous learning, while supporting the evolution of design practice operations including AI enablement.

📝 Enhancement Note: The role of Strategic Design Manager at AustralianSuper is positioned at a senior level, requiring a blend of strategic foresight, design leadership, and operational transformation expertise. The emphasis on "operations, technology, and member experience" and "retirement and guidance" indicates a focus on driving efficiency and improving member financial well-being through strategic initiatives. The mention of "Experience Operating System" suggests a need for establishing scalable design and operational frameworks.

📈 Primary Responsibilities

• Spearhead strategic discovery, diagnostic, and transformation initiatives for member life stage journeys and complex organizational challenges.

• Identify and shape strategic opportunities aimed at improving member outcomes, operational effectiveness, and overall organizational performance.

• Direct the development of future-state services, member experiences, organizational operating models, and comprehensive strategic roadmaps.

• Apply robust systems thinking to diagnose root causes, challenge existing assumptions, and identify synergistic opportunities across various organizational boundaries.

• Cultivate strong, collaborative partnerships with Product, Technology, Operations, Marketing, Strategy, and Experience teams to align priorities and build momentum for transformational change.

• Influence senior leadership and key stakeholders by presenting well-supported insights, strategic perspectives, and compelling narratives that drive decision-making.

• Lead, mentor, and develop a high-performing team of Senior Service Designers, fostering a culture of curiosity, experimentation, collaboration, and continuous learning.

• Contribute to the evolution of design practice operations, including the enablement of Artificial Intelligence (AI), optimization of tooling, refinement of knowledge management systems, governance structures, and overall practice development.

• Ensure all team activities and operational outputs align with AustralianSuper’s policies, standards, procedures, and risk management framework.

📝 Enhancement Note: The responsibilities highlight a strong focus on process optimization and operational efficiency, particularly in "operational effectiveness" and "organizational performance." The role requires a strategic approach to redesigning "operating models" and "services," which are core to revenue and sales operations. The leadership aspect of coaching and developing a team is crucial for building operational capacity.

🎓 Skills & Qualifications

Education: Tertiary qualifications in business, marketing, design, or a related field.

Experience: 8+ years of experience in strategic design, service design, experience design, product design, transformation, innovation, or a related discipline. Demonstrated experience leading complex transformation, service redesign, or strategic initiatives in large organizations.

Required Skills:

• Strategic design and service design expertise.

• Proven experience in leading complex transformation and service redesign initiatives.

• Strong people leadership skills, including coaching, capability development, and performance management.

• Advanced systems thinking capabilities for understanding and influencing interconnected organizational systems.

• Demonstrated ability to influence senior leaders and navigate complex stakeholder environments effectively.

• Excellent strategic thinking and problem-framing skills.

• Strong facilitation, alignment, and stakeholder engagement skills.

• Commercial acumen with the ability to balance member outcomes, organizational priorities, and delivery realities.

• Exceptional communication, storytelling, and visual thinking skills.

• Experience establishing or evolving design practices, governance, frameworks, and operating models.

• Digital literacy and AI literacy, including proficiency with modern design, research, and collaboration tools.

• A passion for emerging technologies, continuous learning, service transformation, and the future of customer experience. Preferred Skills:

• Experience within the superannuation or financial services industry.

• Deep understanding of AI applications in customer experience and operational efficiency.

• Expertise in developing and implementing new operating models and governance frameworks.

• Proficiency in advanced data analysis and performance metrics for strategic initiatives.

📝 Enhancement Note: The 8+ years of experience and the need to "lead complex transformation" and "influence senior stakeholders" suggest this role is at a senior management or principal level within an operations context. The emphasis on "commercial acumen" and balancing "member outcomes, organizational priorities and delivery realities" points to a need for strong operational and financial understanding. The "AI enablement" and "digital literacy" are critical for modern operations roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 2-3 complex transformation or strategic design initiatives that demonstrate end-to-end project lifecycle management.

• Highlight projects where you identified significant opportunities for operational improvement or member outcome enhancement, detailing the diagnostic process.

• Provide examples of future-state service/experience/operating model designs, including the methodologies used to develop them.

• Include case studies that clearly articulate the strategic context, problem framing, solutions developed, and measurable outcomes achieved, with a focus on ROI. Process Documentation:

• Demonstrate experience in documenting and formalizing new operating models and design practice governance.

• Present examples of how you've established or refined workflows for design, research, and collaboration, emphasizing efficiency and scalability.

• Showcase your ability to create strategic roadmaps that translate insights into actionable implementation plans.

• Provide evidence of how you've measured the impact and effectiveness of implemented processes and services.

📝 Enhancement Note: A strong portfolio is crucial for this role, as it will be used to assess a candidate's ability to lead complex strategic design and transformation projects. The focus should be on demonstrating a structured approach to problem-solving, strategic thinking, and the ability to deliver tangible improvements in operational efficiency and member outcomes. Evidence of influencing senior stakeholders and managing cross-functional teams through these initiatives will be highly valued.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for a Strategic Design Manager role with 10+ years of experience in Melbourne, Australia, and considering AustralianSuper's status as a large, established superannuation fund, the estimated annual salary range is AUD $180,000 - $250,000. This range accounts for the seniority, leadership responsibilities, and strategic impact of the role.

Benefits:

• Flexible working environment, supporting a blended approach to work.

• Generous leave entitlements, promoting work-life balance.

• Ongoing learning, coaching, and training opportunities for professional development.

• Career development opportunities within a growing global organization.

• Support for professional memberships and certifications relevant to design and operations.

• Access to employee assistance programs and well-being initiatives.

Working Hours: Standard full-time hours are typically around 38-40 hours per week, with flexibility offered to accommodate the blended working environment and personal needs, aligning with AustralianSuper's commitment to a thriving workplace.

📝 Enhancement Note: The salary estimate is based on research of similar senior strategic design and transformation roles in Melbourne's financial services sector, factoring in company size and the specialized nature of the role. The benefits listed are directly extracted from the job description and highlight AustralianSuper's commitment to employee well-being and development, which is a key draw for operations professionals seeking a supportive work environment.

🎯 Team & Company Context

🏢 Company Culture

Industry: Superannuation / Financial Services. AustralianSuper operates within a highly regulated and dynamic financial services sector, focused on providing retirement income solutions for its members. This context demands a strong emphasis on risk management, member-centricity, operational efficiency, and long-term strategic planning.

Company Size: Large. As one of Australia's largest superannuation funds, AustralianSuper employs a significant number of people, indicating a structured organizational environment with established processes and a wide array of internal capabilities and resources. This size offers opportunities for impactful work and cross-functional collaboration.

Founded: AustralianSuper was established in 2006 through the merger of Australian Retirement Fund and Superannuation Fund Investment Management. This history suggests a foundation built on integrating diverse operations and a forward-looking approach to member services.

Team Structure:

• The Strategic Design team is led by a Principal, Customer Experience, and includes Senior Service Designers. This structure indicates a dedicated function focused on strategic foresight and experience design.

• The role requires close collaboration with Product, Technology, Operations, Marketing, and Strategy departments, suggesting a matrixed or highly integrated working model.

• Reporting to the Principal, Customer Experience, the manager will oversee a team of Senior Service Designers, implying a direct people management responsibility within the broader Experience team. Methodology:

• The role emphasizes "systems thinking" to uncover root causes and "strategic discovery, diagnostic and transformation initiatives" to improve outcomes.

• There's a focus on designing "future-state services, experiences, operating models" and creating "transformation pathways."

• The team will support the evolution of "design practice operations," including "AI enablement," "tooling," "knowledge management," and "governance."

Company Website: https://www.australiansuper.com/

📝 Enhancement Note: The company culture at AustralianSuper appears to be member-centric, focused on delivering excellent outcomes within a regulated environment. The emphasis on a "high-performance environment underpinned by a strong risk culture" is crucial for operations roles. The mention of "diversity is celebrated" and supporting "diverse needs" indicates an inclusive workplace.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a senior management or principal level within the strategic design and operations transformation domain. It involves leading a team, influencing executive stakeholders, and shaping long-term organizational strategy. The scope extends beyond tactical execution to strategic planning and operational model design, making it a pivotal role for career advancement into broader leadership or specialized strategic functions.

Reporting Structure: The Strategic Design Manager reports to the Principal, Customer Experience. This places the role within a broader customer-centric strategy function, with direct oversight of a team of Senior Service Designers. The role necessitates close collaboration and alignment with key operational departments such as Technology, Operations, and Product.

Operations Impact: The Strategic Design Manager is instrumental in driving significant improvements in operational effectiveness and member outcomes. By identifying and accelerating transformational opportunities, this role directly impacts the efficiency of service delivery, the quality of member interactions, and the overall financial well-being of millions of Australians. The work contributes to shaping the future of superannuation services and operational delivery.

Growth Opportunities:

• Leadership Advancement: Potential to move into more senior leadership roles within Customer Experience, Strategy, or broader Operations management.

• Specialization: Opportunity to deepen expertise in areas like AI enablement for operations, advanced service design, or specific member life-stage strategies (e.g., retirement).

• Practice Building: Lead the development and scaling of design practice operations and operating models, creating a lasting impact on the organization's capabilities.

• Cross-Functional Leadership: Gain exposure and potentially move into leadership roles within Product, Technology, or Transformation departments due to the role's inherent cross-functional nature.

📝 Enhancement Note: The career path for a Strategic Design Manager at AustralianSuper is clearly defined by leadership and strategic impact. The role offers significant opportunities for growth by developing expertise in high-demand areas like AI and by taking on increasing responsibility for operational strategy and team development. The cross-functional nature of the role provides broad exposure across the organization.

🌐 Work Environment

Office Type: AustralianSuper promotes a "blended working environment," indicating a hybrid model that combines remote work with in-office collaboration. This suggests a modern approach to workplace flexibility.

Office Location(s): Melbourne, Victoria, Australia. Specific office details regarding amenities and accessibility for operations professionals would typically be available upon inquiry or during the interview process.

Workspace Context:

• Collaborative Environment: The role is designed to foster collaboration across various departments (Product, Technology, Operations, Marketing, Strategy, Experience), suggesting an open and interactive workspace designed to facilitate cross-functional teamwork.

• Tools & Technology: The role requires proficiency with "modern design, research and collaboration tools," including those for "AI enablement." This implies access to and utilization of a sophisticated technology stack to support design, analysis, and operational workflows.

• Team Interaction: The emphasis on leading a team of Senior Service Designers and working closely with other departments means frequent interaction with colleagues, both in planned meetings and informal discussions, to drive strategic initiatives and operational improvements.

Work Schedule: While a standard full-time schedule (approx. 38-40 hours/week) is implied, the "blended working environment" and commitment to enabling colleagues to "thrive and be truly flexible" suggest a degree of autonomy and flexibility in managing work hours, provided operational responsibilities and team collaboration needs are met.

📝 Enhancement Note: The hybrid work model and focus on flexibility are key aspects of the work environment, appealing to operations professionals who value work-life balance and autonomy. The collaborative nature of the workspace, coupled with access to modern tools, is designed to support innovation and efficient operational execution.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application Review: Resumes and cover letters will be reviewed, with AI potentially used for initial screening. Candidates may opt out of AI phone screenings for traditional ones.

• AI Phone Screening / Traditional Phone Screening: An initial assessment of suitability, potentially involving AI-powered voice analysis or a standard phone interview.

• In-depth Interviews: Likely to involve discussions with the Principal, Customer Experience, peers in related departments (e.g., Operations, Product), and potentially senior leadership. These interviews will focus on strategic thinking, leadership capabilities, and operational problem-solving.

• Case Study / Presentation: Candidates may be asked to present a portfolio piece or a prepared case study demonstrating their approach to strategic design, transformation, and operational improvement. This will assess their ability to articulate complex ideas, influence stakeholders, and showcase tangible results.

• Cultural Fit Assessment: Evaluation of alignment with AustralianSuper's values (Energy, Integrity, Generosity of Spirit, Excellent Outcomes) and their approach to teamwork and collaboration.

Portfolio Review Tips:

• Showcase Impact: Clearly articulate the quantifiable improvements in member outcomes, operational efficiency, or strategic alignment achieved through your initiatives. Use metrics and data to support your claims.

• Demonstrate Process: Detail your strategic discovery, diagnostic, and transformation methodologies. Explain how you applied systems thinking, user research, and design principles to arrive at solutions.

• Highlight Leadership: Include examples of how you led teams, coached individuals, and influenced senior stakeholders to drive change. Emphasize your ability to build consensus and momentum.

• Address Ambiguity: Present projects that involved navigating complex organizational challenges or ambiguous problem spaces, showcasing your ability to define direction and create clarity.

• Tailor to Operations: Frame your portfolio examples to highlight contributions to operational effectiveness, efficiency gains, and improved service delivery, resonating with the core of operations roles.

Challenge Preparation:

• Operational Strategy: Be prepared to discuss how you would approach a strategic challenge within the superannuation context, such as improving retirement confidence or enhancing operational efficiency through AI.

• Systems Thinking Application: Practice articulating how you would analyze a complex organizational problem, identifying interdependencies and root causes.

• Stakeholder Influence: Prepare examples of how you have successfully influenced senior stakeholders, managed competing priorities, and driven consensus for significant initiatives.

• Team Leadership: Be ready to discuss your leadership philosophy, how you develop talent, and foster a high-performing, collaborative team environment.

📝 Enhancement Note: The interview process at AustralianSuper appears to be multi-stage, incorporating both AI and human evaluation. Candidates should be prepared to demonstrate not only strategic and design skills but also strong leadership, communication, and a deep understanding of operational improvement. A well-curated portfolio that highlights impact on operational efficiency and member outcomes is essential.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Research Tools: Modern design, research, and collaboration tools (e.g., Figma, Sketch, Adobe Creative Suite, Miro, Mural, UserTesting.com platforms).

• Project Management & Collaboration: Tools for managing complex initiatives and facilitating cross-functional teamwork (e.g., Jira, Confluence, Asana, Trello).

• AI & Automation Enablers: Familiarity with tools and platforms related to AI enablement and automation within design and operational contexts.

Analytics & Reporting:

• Data Visualization & BI Tools: Experience with tools for presenting insights and performance metrics (e.g., Tableau, Power BI, Looker).

• Analytics Platforms: Understanding of how to leverage data from member interactions, operational processes, and digital platforms to inform strategy.

CRM & Automation:

• CRM Systems: While not explicitly mentioned, experience with CRM systems (e.g., Salesforce) is often beneficial for understanding member data and service interactions in financial services.

• Workflow Automation: Awareness of how automation can enhance operational efficiency and service delivery.

📝 Enhancement Note: The job description emphasizes "Digital and AI literacy, including experience using modern design, research and collaboration tools." While specific CRM or traditional operations tools aren't detailed, the focus is on modern, collaborative, and AI-enabled platforms that support strategic design and transformation within a large organization.

👥 Team Culture & Values

Operations Values:

• Energy: Demonstrating enthusiasm, initiative, and a proactive approach to driving transformation and operational excellence.

• Integrity: Upholding high ethical standards, transparency, and accountability in all interactions and decision-making, particularly in a regulated financial environment.

• Generosity of Spirit: Fostering a collaborative and supportive team environment, sharing knowledge, and actively contributing to the growth and success of colleagues and the organization.

• Excellent Outcomes: A commitment to delivering high-quality results that benefit members, improve operational efficiency, and achieve strategic objectives.

Collaboration Style:

• Cross-functional Integration: The role necessitates strong collaboration across Product, Technology, Operations, Marketing, and Strategy, requiring the ability to build bridges and align diverse teams towards common goals.

• Process Review & Feedback: An environment that encourages constructive feedback, open dialogue, and continuous improvement of design and operational processes.

• Knowledge Sharing: A culture that values sharing insights, best practices, and learnings across teams to foster collective growth and innovation in design and operations.

📝 Enhancement Note: The explicitly stated values of AustralianSuper are crucial for understanding the expected behaviors and cultural fit. For operations professionals, demonstrating "Integrity" and a focus on "Excellent Outcomes" are paramount, while "Energy" and "Generosity of Spirit" foster a positive and productive work environment.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: The role operates at the intersection of strategy, design, and transformation, often requiring the creation of clarity and direction in complex, evolving landscapes.

• Influencing Senior Stakeholders: Persuading and aligning diverse senior leaders with different priorities and perspectives on the value of strategic design and transformation initiatives.

• Driving Operational Change: Implementing significant changes to operating models and service delivery within a large, established organization, ensuring buy-in and successful adoption.

• Balancing Competing Priorities: Effectively managing the trade-offs between immediate delivery needs, long-term strategic goals, member outcomes, and organizational constraints.

Learning & Development Opportunities:

• Operations Skill Advancement: Deepen expertise in designing and optimizing operational models, leveraging AI for efficiency, and applying advanced service design techniques.

• Industry Exposure: Gain in-depth knowledge of the superannuation industry, its regulatory environment, and the evolving needs of members.

• Leadership Development: Enhance leadership capabilities through coaching, mentorship, and managing a team of experienced designers.

• Strategic Impact: Contribute to shaping the future of a major financial institution and positively impact the financial well-being of millions.

📝 Enhancement Note: The challenges presented are typical for senior transformation and design leadership roles. They offer significant opportunities for professional growth by requiring the development of advanced strategic thinking, change management, and stakeholder influence skills. The learning opportunities are geared towards deepening expertise in both design and operational strategy within a critical sector.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led a strategic discovery initiative for a complex organizational challenge. What was your approach, how did you uncover root causes, and what was the outcome?" (Focus on methodology, systems thinking, and impact).

• "How would you design an 'Experience Operating System' for a design practice within a large financial institution? What key components would it include, and how would you drive its adoption?" (Focus on process, governance, and scalability).

• "Discuss your approach to identifying and shaping transformational opportunities that improve both member outcomes and operational effectiveness. Provide an example." (Focus on strategic framing, impact assessment, and operational linkage). Company & Culture Questions:

• "How do you see AI impacting the superannuation industry, and how would you leverage it within a strategic design context at AustralianSuper?" (Focus on AI literacy, industry awareness, and strategic application).

• "AustralianSuper values 'Energy, Integrity, Generosity of Spirit, and Excellent Outcomes.' How do these values resonate with your professional approach, particularly in driving operational change?" (Focus on cultural alignment and behavioral examples).

• "Describe a situation where you had to influence senior stakeholders to adopt a new strategic direction or operational model. What was your strategy, and what were the results?" (Focus on influence, communication, and stakeholder management). Portfolio Presentation Strategy:

• Structure for Impact: Begin with a clear executive summary of the problem, your role, the solution, and the quantifiable outcomes.

• Narrative Flow: Tell a compelling story of the challenge, your strategic thinking process, the design and operational solutions developed, and the tangible results achieved.

• Metrics & ROI: Clearly present key performance indicators (KPIs) and return on investment (ROI) metrics that demonstrate the success of your initiatives, especially concerning operational efficiency and member value.

• Visual Communication: Utilize compelling visuals (diagrams, mockups, data visualizations) to illustrate complex concepts, processes, and outcomes effectively.

• Operations Focus: Frame your case studies to emphasize improvements in operational workflows, efficiency gains, risk mitigation, and enhanced service delivery.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strategic, systems-thinking approach to problem-solving, with a clear ability to translate insights into actionable operational improvements and influence senior stakeholders. The portfolio presentation is a critical component for showcasing practical application of skills.

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📌 Application Steps

To apply for this Strategic Design Manager position:

• Submit your application through the provided Oracle Cloud portal link.

• Curate Your Portfolio: Select 2-3 of your most impactful transformation or strategic design projects. For each, clearly articulate the operational challenges addressed, your strategic approach, the design solutions, and the measurable improvements in member outcomes and operational efficiency. Quantify results wherever possible.

• Tailor Your Resume: Highlight experience in strategic design, service design, transformation leadership, systems thinking, and people management. Use keywords from the job description such as "operational effectiveness," "member outcomes," "operating models," and "AI enablement." Quantify achievements with numbers and percentages.

• Prepare Your Narrative: Practice articulating your experience and approach to strategic design, operational improvement, and team leadership. Be ready to discuss your portfolio in detail and answer situational questions related to influencing stakeholders and managing change.

• Research AustralianSuper: Understand their mission, values, and current strategic priorities, particularly in areas like digital transformation, member experience, and operational efficiency. This will help you align your responses and demonstrate genuine interest.

⚠️ 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.