Senior Service Designer

What you’ll be doing

You’ll lead end-to-end service design initiatives, combining research, insight, and collaboration to solve complex problems. From mapping current and future state processes, customer journeys, and service blueprints to facilitating co-design workshops and testing new ideas, you’ll help shape services that deliver better outcomes for everyone who interacts with Uniting.

Working closely with stakeholders across technology, marketing, operations, and service delivery, you’ll champion human-centred design and influence customer-first thinking across the organisation.

We’re looking for someone who…

• Loves pulling services apart to understand how they work—and redesigning them to work even better.
• Can seamlessly switch between front-stage customer experiences and the behind-the-scenes processes that make them possible.
• Has exceptional process mapping skills and can confidently map current and future state processes, identifying pain points, dependencies, opportunities, and improvements across complex services.
• Is naturally curious and enjoys uncovering customer needs through research and insight.
• Brings strong experience in service design, design thinking, and human-centred design methodologies.
• Is confident facilitating workshops, leading co-design sessions, and bringing diverse stakeholders together.
• Has experience creating customer journeys, service blueprints, personas, and prototypes.
• Is comfortable working with ambiguity, translating complex information into practical solutions.
• Is confident using tools such as Miro, Figma, Sketch, Adobe Creative Suite, or similar, and embraces AI to enhance the way you work.
• Enjoys collaborating, influencing, and challenging thinking in a respectful and constructive way.
• Will be an active member of a supportive team and community of practice.

You’ll bring

• A degree in Service Design, UX, Interaction Design, or a related discipline.
• Demonstrated experience delivering successful service design projects in complex environments.
• Strong research capability across qualitative and quantitative methods.
• Exceptional visual communication, storytelling, and facilitation skills.
• A portfolio that showcases your service design thinking and impact.
• A curiosity for AI and how it might improve services.