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Senior Service Designer

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Sydney, New South Wales, Australia Uniting Full time
Senior Service Designer

At Uniting, we're seeking a Senior Service Designer to lead the development of innovative services that meet the evolving needs of our customers. As a key member of our design team, you'll be responsible for shaping the future of our services, ensuring they're seamless, intuitive, and responsive to real human needs.

Key Responsibilities:
  • Lead Human-Centred Design (HCD) activities, including research, journey mapping, and prototyping.
  • Develop service blueprints, process flows, and future-state journeys for our key services.
  • Facilitate co-creation workshops that engage cross-functional teams, stakeholders, and customers.
  • Leverage insights to design innovative solutions that meet business goals and delight our customers.
  • Advocate for customer-centricity, ensuring the voice of the customer is embedded across all our projects.
  • Collaborate with internal teams and external partners to deliver impactful service improvements.
Requirements:
  • Bachelor's degree in Service Design, Interaction Design, User Experience, or a related field.
  • 5+ years of experience designing and improving services with a proven track record of successful projects.
  • Expertise in design thinking, HCD methodologies, and leading cross-functional teams.
  • A deep understanding of qualitative and quantitative research, including experience in running user research, prototyping, and user testing.
  • Strong analytical skills and the ability to translate data into actionable insights.
  • Ability to communicate ideas and service experiences visually, and with clarity.
  • Excellent workshop design and facilitation skills and the confidence to engage and involve participants.
  • Confidence to engage and influence senior stakeholders and peers.
  • Proficiency in tools like Miro, Figma, Sketch, or Adobe Creative Suite.
Preferred Qualifications:
  • Experience in not-for-profits or the ageing sector.
  • Experience working on large-scale, multi-channel design projects.
  • A portfolio showcasing your ability to deliver service uplift across complex systems.

At Uniting, you'll have the opportunity to make a difference where it matters most. We're a bold, forward-thinking organisation that puts people at the heart of everything we do. If you're passionate about creating customer experiences that truly matter, we encourage you to apply.