Senior Service Designer

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.