Senior Service Designer
capricorn
Job description
About the role
This is an exciting opportunity to shape the future of Capricorn’s Community experience and help build an Experience Strategy & Service Design centre of excellence.
Key responsibilities
- Uncover community needs, frame opportunities and develop future‑state concepts, service blueprints and end‑to‑end experiences across digital, field, physical and human channels.
- Partner with cross‑functional teams to translate insights into practical improvements, balancing member, supplier and business priorities.
- Lead the full service‑design lifecycle from discovery through implementation enablement and continuous improvement.
Required profile
- Proven experience in service and experience design, including current‑state mapping, service blueprinting and problem framing.
- Strong capability in research synthesis, storytelling and turning qualitative/quantitative insights into actionable recommendations.
- Ability to analyse people, process, technology, data and governance influences on experiences and propose realistic improvement opportunities.
- Hands‑on design craft such as co‑design facilitation, concept development, prototyping and validation.
- Excellent stakeholder engagement skills to align cross‑functional teams and shape decisions through evidence‑based thinking.
What we offer
- Hybrid working model with up to two days per week remote.
- Opportunity to help establish Capricorn’s emerging Experience Strategy & Service Design capability.
- Impact on more than 31,000 members, preferred suppliers and employees.
- Development opportunities, training and a robust reward and recognition program.
- Paid parental leave, wellness programmes, free gym membership and additional leave purchase options.
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Published 1 day ago
Expires 1 month from now
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