Senior Service Designer

Your new role  

As a Senior Service Designer on a 12-month maximum term contract, you’ll play a key role in shaping how AustralianSuper delivers meaningful outcomes for members. You’ll connect customer needs, business priorities, technology and operations to design better services and influence strategic decisions. Working across multiple teams, you’ll bring a systems-thinking approach to complex challenges and help translate insight into practical, scalable solutions that improve member experiences and organisational outcomes.

 

In this role, you’ll:

• Lead discovery and diagnostic activities to understand customer, employee and operational experiences
• Map journeys, ecosystems and processes to identify opportunities and root causes of friction
• Design and improve end-to-end services, experiences and operating models
• Translate insights into clear service concepts, blueprints and actionable roadmaps
• Partner with Product, Technology, Operations, Marketing and Strategy to solve complex problems
• Facilitate workshops and co-design sessions to align stakeholders and build momentum
• Identify opportunities to leverage AI and emerging technologies to enhance services and outcomes

 

What you’ll need:

• Proven experience in service design, strategic design, product design or digital environments
• Strong systems thinking with the ability to connect people, processes, technology and policy
• Experience designing and improving end-to-end services across digital and operational contexts
• Ability to influence stakeholders through clear communication, storytelling and insight
• Strong facilitation and collaboration skills across cross-functional teams
• Excellent research and synthesis capability to turn complex information into actionable outcomes
• Digital and AI literacy, with experience using tools like Figma, Miro or similar