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About the Role

We are seeking an experienced Service Designer to join our Experience Design team within the Membership division. This role focuses on designing seamless, human-centered experiences and shaping end-to-end services that deliver meaningful value to customers, employees, and the business. You will identify opportunities, design future state experiences, and translate strategy into intuitive, effective, and sustainable services.

Responsibilities

Lead end-to-end service design initiatives from discovery through to optimisation, turning strategy into practical service outcomes.
Facilitate cross-functional workshops.
Lead service design and apply systems thinking across channels, teams, and business units to understand the broader impact of design decisions.
Plan and lead customer and employee research, including discovery, testing, synthesis, and problem framing with a clear link to strategic and operational outcomes.
Design current and future state journeys, service blueprints, and solutions that address systemic service and operational challenges.
Develop and test prototypes, pilots, and experiments.
Lead customer validation and evaluative research activities, using evidence to refine service designs for delivery.
Translate service concepts into implementable changes across people, process, policy, and technology.
Define success measures, assess impact through research and insights, and continuously improve services.
Build strong stakeholder relationships, influence prioritisation, champion customer and employee experience, and uplift service design capability across the team.

Requirements

8+ years’ experience in service design, customer experience design, or related disciplines.
Proven experience leading discovery and end-to-end service design initiatives.
Strong strategic thinking with the ability to connect research insights to service priorities, decisions, and outcomes.
Demonstrated experience leading both discovery research and evaluative research or testing activities with customers or employees.
Experience leveraging AI tools within the design process to assist delivering outcomes efficiently and effectively.
Demonstrated experience influencing senior stakeholders and cross-functional teams.
Experience operating autonomously in operationally complex environments.
Experience mentoring junior designers or contributing to design capability uplift.

Skills

Service Design
Customer Experience Design
Systems Thinking
Agile
Change Management
AI tools within the design process

Location

Sydney Olympic Park
Sydney CBD

Work Type

Full-time
Permanent
Hybrid

Experience Level

Senior

Education Level

Training in Service Design, Agile or Change Management (desirable not essential)

Salary/Compensations

AUD 0 - AUD 0 - yearly

Benefits

Progressive flexibility, leave and well-being benefits
5 weeks annual and recreation leave
Travel discounts on SIXT car rental, cruises, and accommodation at award-winning NRMA Holiday Parks and Resorts
Complimentary myNRMA membership including free Roadside Assistance
Discounts on groceries, movie tickets, gift cards, gym memberships, attractions, restaurants
Discounts on a range of NRMA personal insurance products including car, home & travel
Opportunities to grow, progress or relocate career within the NRMA Group or different locations

About the Company

We’re one of Australia’s most trusted brands.
Being Member-owned, every decision we make has people and our community at its heart.
We are striving to make a difference that contributes to a brighter shared future for all Australians.
Life with us is more than just a job – it’s your chance to make a difference together.

Equal Opportunity

We’re for inclusion, diversity and representing the members, guests, customers and communities we serve.
We welcome applications from First Nations, people with disability, those from diverse cultural backgrounds, people of all genders, members of the LGBTQI+ community, and anyone else who wants to be a part of our team.
Successful applicants will be required to complete pre-employment checks.