Service Design Lead

4 weeks ago

Melbourne, Australia RACV Full time

RACV Head Office | Melbourne CBD
- Permanent full time | Hybrid working
- Competitive salary | Discount on RACV Products

**Great things start here**

Join us on a journey to reshape and revolutionise our customer experiences At RACV, we’re taking big steps to transform across all our channels, designing outstanding and personalised experiences that create stronger and more meaningful connections with our members and customers. You can play a role in shaping the future for our customers interacting with us digitally, on the road, at our clubs and resorts, and in our retail stores.

**About the Opportunity**

We are seeking a visionary and creative individual to help us design exceptional experiences. Reporting to the Head of Design, you will leverage customer-centric design methodologies and lead internal design projects and designers. You will work across all product portfolios with a variety of product maturity and will work with other leads in the design team to continuously improve of our strong design practice.

**This could be just the right role for you**

The Service Design Lead will lead the approach, management and delivery of Service Design initiatives, processes, and tools in relation to the design of RACV products. This includes scoping activities, providing strategic direction, thought leadership, and delivering product design initiatives across RACV ensuring alignment to RACV’s priorities, delivering business outcomes whilst championing customer needs.

Key Responsibilities include:

- Champion the use of our Design process ensuring our projects delivery quality outcomes for the business
- Scope, manage and deliver service and/or product-led design initiatives autonomously
- Collaborate with cross-functional teams to identify business and customer needs, translating learnings into actionable insights
- Coach and lead junior designers on best practice and RACV’s Service Design approach
- Use an evidence-based approach to influence key decision makers with the intention of improving end-to-end experiences
- Continuously improve and mature our design capability, keeping up with industry trends, tools and methods to enhance existing practice of Service and Product Design at RACV
- Work alongside other Service Design Leads to maintain our design guidelines, standards, and best practices to ensure consistency and quality across all design projects
- Assist the Head of Design to maintain and manage pipeline of design initiatives based on business demand. Including quarterly planning activities and resource forecasting

**What you’ll need to be successful**
- Minimum 5 years UX, Service Design, Product Design or Industry experience
- Relevant Bachelor’s degree in Design, Psychology, Social Science, Entrepreneurship or Business
- Proven experience in scoping design and delivering design projects
- A problem solver, with ideas that challenge the ordinary, together with the drive - and the determination to bring them to life
- On a quest to change the world for the better, with design

**The RACV difference**

We champion diversity, work inclusively, and believe every new voice brings brilliant new ideas. Ready to reach your full potential? Join our team, where the work is more meaningful and making a difference beyond the work matters.

**Application process**

Submit your CV.
- Applicants will be required to provide evidence of their eligibility to work in Australia, and at a minimum be required to undertake police checks as a condition of employment._
- How to apply:
- If you have **NOT** registered with our Online Application System, you can begin your Application

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