
Service Design Lead
4 hours ago
RAC WA Perth, Western Australia, Australia
Join or sign in to find your next jobJoin to apply for the Service Design Lead role at RAC WA
RAC WA Perth, Western Australia, Australia
1 week ago Be among the first 25 applicants
Join to apply for the Service Design Lead role at RAC WA
Get AI-powered advice on this job and more exclusive features.
Direct message the job poster from RAC WA
As our Service Design Lead, you will be responsible for leading the Service Design team and the design and optimisation of end-to-end member and non-member experiences across services and channels, ensuring they are cohesive, user-centred, and aligned with RAC WA's strategic objectives and brand promise.
This role is being offered as a 24-month max term contract.
What You'll Be Doing
- Leading end-to-end service design efforts across multiple business lines (e.g., insurance, roadside assistance, mobility, travel), ensuring services are seamlessly integrated, member-centric, and future-ready by developing and maintaining service blueprints, journey maps, and experience architectures.
- Identifying and prioritising experience opportunities by applying systems thinking, service mapping, and design frameworks to balance member value with commercial and operational impact, while aligning with strategic roadmaps and platform constraints.
- Collaborating with cross-functional teams (product, technology, operations) to translate service experiences into deliverable features, ensuring feasibility, alignment with business capabilities, and operational readiness, while advocating for a test-and-learn culture.
- Driving capability building within the team by providing proactive feedback and coaching service designers, developing training content, toolkits, and frameworks to build service design maturity and enhance cross-functional collaboration.
- Leading research and insights synthesis through qualitative and quantitative methods (e.g., contextual inquiry, usability testing, surveys) to understand member behaviours, motivations, and friction points, while triangulating data with CX, insights, and data teams to align decisions with business KPIs and member satisfaction metrics.
- Building strong relationships with senior stakeholders across business units, influencing decision-making with evidence-based design strategies, facilitating co-creation sessions, and ensuring service design is embedded in transformation, product, and change portfolios.
- Acting as a thought leader for service excellence by translating complex service design insights into clear narratives for diverse audiences, defining shared value, setting experience quality standards, and actively contributing to RAC WA's digital transformation.
- Relevant education in a human-centred discipline such as UX design, Service design, Customer Experience design, design thinking, or strategic/system design. A degree in service experience design, behavioural science, human factors, marketing, analytics, or business is highly desirable.
- Proven experience in customer experience and customer behaviour research, with a focus on developing complex service experiences and leading customer-centric projects.
- Expertise in customer research and analytics, with demonstrated success in navigating complex and ambiguous research to deliver actionable insights that inform service improvements.
- Leadership in stakeholder engagement, successfully leading large groups, including business leaders, to drive experience improvements and elevate customer experience capability.
- Experience leading design teams, supporting and guiding other designers to achieve desired outcomes and successful project delivery.
- Familiarity with agile methodologies, and experience with human-centred design and design thinking processes, ideally in transformational projects.
- Proficiency in journey mapping, customer segmentation, and persona development, with experience using these tools to enhance customer experience and drive business outcomes.
- A workplace culture where our people feel valued, respected and empowered.
- Work in flexible ways that meet work/life commitments and support wellbeing.
- Be part of a purpose led organisation that gives back to the WA community.
- An environment that values ongoing career development.
- Free Roadside Assistance and discounts on RAC products and services including Holiday Parks and Resorts, Security, Finance, Auto Services and Insurance.
- Opportunities for community engagement and corporate volunteering.
About RAC
As an Equal Opportunity Employer, RAC values inclusivity and promotes a workplace that actively seeks to welcome contributions from all people. If you need assistance or adjustments to fully participate in the application process, please contact jason.crooks@rac.com.au
#BetterJourneysRAC
Seniority level
- Seniority levelMid-Senior level
- Employment typeFull-time
- Job functionOther
- IndustriesConsumer Services
Referrals increase your chances of interviewing at RAC WA by 2x
Get notified about new Service Specialist jobs in Perth, Western Australia, Australia.
Perth Airport, Western Australia, Australia 6 days ago
Canning Vale, Western Australia, Australia 3 weeks ago
Canning Vale, Western Australia, Australia 5 days ago
Perth, Western Australia, Australia 3 weeks ago
Private Wealth - Client Service SpecialistPerth, Western Australia, Australia 1 week ago
Perth, Western Australia, Australia 6 days ago
Perth, Western Australia, Australia 3 months ago
Canning Vale, Western Australia, Australia 6 days ago
Joondalup, Western Australia, Australia 3 weeks ago
Perth, Western Australia, Australia 1 day ago
Assistant Chief Officer (FSCSI) Rural Fire Service Qld - [District]Darling Downs, Western Australia, Australia 3 days ago
Perth, Western Australia, Australia 1 week ago
Perth, Western Australia, Australia A$85,000.00-A$100,000.00 6 days ago
Murdoch, Western Australia, Australia 3 days ago
Perth, Western Australia, Australia 21 hours ago
Perth, Western Australia, Australia 3 weeks ago
Gosnells, Western Australia, Australia 2 weeks ago
Perth, Western Australia, Australia 1 week ago
Perth, Western Australia, Australia 3 weeks ago
Perth, Western Australia, Australia 2 days ago
Perth, Western Australia, Australia A$70,000.00-A$73,000.00 2 weeks ago
Executive Manager [District Coordination] (FSPRI) Rural Fire Service Qld - South WesternDarling Downs, Western Australia, Australia 6 days ago
Customer Service Specialist & Insurance Broking Administration AssistantPerth, Western Australia, Australia 3 days ago
Perth, Western Australia, Australia 1 week ago
Perth, Western Australia, Australia 3 days ago
Spearwood, Western Australia, Australia 1 week ago
Bayswater, Western Australia, Australia 1 month ago
Field Service Technician - Production Printer SpecialistPerth, Western Australia, Australia 2 months ago
Perth, Western Australia, Australia 1 week ago
Perth, Western Australia, Australia 2 weeks ago
Perth, Western Australia, Australia 2 weeks ago
Perth, Western Australia, Australia 1 month ago
Perth, Western Australia, Australia 6 months ago
Perth, Western Australia, Australia 1 week ago
Perth, Western Australia, Australia 5 days ago
Perth, Western Australia, Australia 4 weeks ago
We're unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.
#J-18808-Ljbffr-
Design Manager
4 days ago
Perth, Western Australia Design Build Full timeDesign Manager required for a leading WA Commercial company, recognised top tier commercial builder, based from their office in Perth.They operate across Commercial, Residential, Education, Industrial, Health, & Government with projects up to $100M.As the Design Manager you will be responsible for managing the delivery of construction projects from inception...
-
Design Manager
5 days ago
Perth, Western Australia Design Build Full timeDesign Manager required for a leading WA Commercial company, recognised top tier commercial builder, based from their office in Perth. They operate across Commercial, Residential, Education, Industrial, Health, & Government with projects up to $100M.As the Design Manager you will be responsible for managing the delivery of construction projects from...
-
Senior Designer
2 weeks ago
Perth, Western Australia Design Build Full timeThe Company Join a progressive Drafting & Design studio known for its innovative approach to energy-efficient residential projects.With a strong pipeline of custom single homes, two-storey builds, and high-end renovations ranging from $500k to over $2 M, this is a rare opportunity to take your design career to the next level.What You'll Be Doing Lead...
-
Senior Designer
4 weeks ago
Perth, Western Australia Design Build Full timeThe CompanyJoin a progressive Drafting & Design studio known for its innovative approach to energy-efficient residential projects. With a strong pipeline of custom single homes, two-storey builds, and high-end renovations ranging from $500k to over $2M, this is a rare opportunity to take your design career to the next level.What You'll Be DoingLead...
-
Design Manager
1 day ago
Perth, Western Australia Q Design + Construct Full timeAbout the RoleAs Design Manager, you will:Lead, manage and review the work output and performance of the design team.Oversee consultant selection, briefing, scope preparation, and engagement to ensure best outcomes.Manage the design process from concept through to IFC documentation, ensuring compliance and constructability.Provide technical guidance, value...
-
Design Manager
1 day ago
Perth, Western Australia Q Design + Construct Full timeAbout the RoleAs Design Manager, you will:Lead, manage and review the work output and performance of the design team.Oversee consultant selection, briefing, scope preparation, and engagement to ensure best outcomes.Manage the design process from concept through to IFC documentation, ensuring compliance and constructability.Provide technical guidance, value...
-
Leading Hand
4 days ago
Perth, Western Australia Design Build Full timeThe CompanyAn opportunity to join one of Perth's most respected boutique residential builders, known for delivering award winning new homes, large scale renovations and architecturally designed extensions across the cities premium suburbs.With a focus on craftsmanship, collaboration and client service, this builder has carved out a reputation for creating...
-
Senior Mechanical Services Design Lead
13 hours ago
Perth, Western Australia beBeeMechanical Full time $110,000 - $150,000About Our Opportunity:We are seeking highly skilled Building Services Engineers to lead the design and delivery of innovative building services solutions across healthcare, commercial, and data centre sectors.Our ideal candidate will be responsible for leading the design and implementation of HVAC/Fire Services and building systemsDeliver project...
-
Design Lead
2 days ago
Perth, Western Australia beBeeDesigner Full time $95,000 - $110,000Senior Brand Designer PositionOur organization seeks an exceptional Brand Designer to lead the development and evolution of visual identity systems across various touchpoints, including campaigns, packaging, digital, environmental experiences and more.This role requires a highly creative and strategically-minded individual who can work closely with design...
-
Service Designer
4 weeks ago
Perth, Western Australia Talent Full timeTalent Perth, Western Australia, Australia Join or sign in to find your next job Join to apply for the Service Designer role at Talent Talent Perth, Western Australia, Australia Join to apply for the Service Designer role at Talent Experienced Service Designer Required For a 12-month Contract. An exciting opportunity exists to join a...