Service Design Lead

3 days 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**

Rethink, recreate and reimagine our future state Member and Customer experiences. At RACV, we’re taking big steps to transform across all of our channels, designing outstanding and personalised experiences that create stronger and more meaningful connections with our members/customers. You can play a role in shaping it for our customers on the road, at our clubs and resorts, and in our retail stores.

**About the Opportunity**

Reporting to the Head of Design, as a Service design leader you will leverage customer-centric design methodologies and lead internal and agency designers. You will confidently partner with business leaders to deliver design initiatives that deliver tangible business outcomes.

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

The Service Design Lead will play a 2IC role to the Head of Design building RACV’s internal design capability and driving meaningful outcomes for the business. You will both scope and oversee all design initiatives delivered by the Strategic & Service design team as well as our agency partners. This will include managing relationships, contracts and onboarding with RACV design partners and team members. The Service Design lead will lead and direct the delivery of complex strategic design initiatives, mentor and develop Service Designers in the team and work with the business to identify design opportunities, translate insights into actions/implementation.

Key Responsibilities include:

- Identify practice improvements and new ways of working to enhance existing

practice of Service and Product Design at RACV.
- Size and quantify the value of Service Design and experiences delivered through the use of metrics and analysis.
- Coach business leaders on the value of Human Centred Design (HCD) and
- Coach and mentor RACV on Best practice and leading Service Design approach and techniques, including linking HCD to strategic metrics and financial results.
- Development and management of RACV Design Panel in partnership with procurement
- Maintain and manage pipeline of design initiatives based on business demand.
- Coach and mentor the Service Design team
- Ensure governance and quality of all design projects

**What you’ll need to be successful**
- Minimum 5 years UX, Service Design or Industry experience
- Relevant Bachelor’s degree in Design, Psychology, Social Science, Entrepreneurship or Business
- Proven experience in scoping design engagements and managing design partner relationships
- 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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