Service Design Lead

Service Design Lead

As our Service Design Lead, you will be responsible for leading the Service Design team and the design and optimization of end-to-end member and non-member experiences across services and channels, ensuring they are cohesive, user-centered, and aligned with RAC WA's strategic objectives and brand promise.

This role is being offered as a 24-month max term contract.

What You'll Be Doing

• Leading end-to-end service design efforts across multiple business lines (e.g., insurance, roadside assistance, mobility, travel), ensuring services are seamlessly integrated, member-centric, and future-ready by developing and maintaining service blueprints, journey maps, and experience architectures.
• Identifying and prioritizing experience opportunities by applying systems thinking, service mapping, and design frameworks to balance member value with commercial and operational impact, while aligning with strategic roadmaps and platform constraints.
• Collaborating with cross-functional teams (product, technology, operations) to translate service experiences into deliverable features, ensuring feasibility, alignment with business capabilities, and operational readiness, while advocating for a test-and-learn culture.
• Driving capability building within the team by providing proactive feedback and coaching service designers, developing training content, toolkits, and frameworks to build service design maturity and enhance cross-functional collaboration.
• Leading research and insights synthesis through qualitative and quantitative methods (e.g., contextual inquiry, usability testing, surveys) to understand member behaviors, motivations, and friction points, while triangulating data with CX, insights, and data teams to align decisions with business KPIs and member satisfaction metrics.
• Building strong relationships with senior stakeholders across business units, influencing decision-making with evidence-based design strategies, facilitating co-creation sessions, and ensuring service design is embedded in transformation, product, and change portfolios.
• Acting as a thought leader for service excellence by translating complex service design insights into clear narratives for diverse audiences, defining shared value, setting experience quality standards, and actively contributing to RAC WA's digital transformation.

What You'll Bring

• Relevant education in a human-centered discipline such as UX design, Service design, Customer Experience design, design thinking, or strategic/system design. A degree in service experience design, behavioral science, human factors, marketing, analytics, or business is highly desirable.
• Proven experience in customer experience and customer behavior research, with a focus on developing complex service experiences and leading customer-centric projects.
• Expertise in customer research and analytics, with demonstrated success in navigating complex and ambiguous research to deliver actionable insights that inform service improvements.
• Leadership in stakeholder engagement, successfully leading large groups, including business leaders, to drive experience improvements and elevate customer experience capability.
• Experience leading design teams, supporting and guiding other designers to achieve desired outcomes and successful project delivery.
• Familiarity with agile methodologies, and experience with human-centered design and design thinking processes, ideally in transformational projects.
• Proficiency in journey mapping, customer segmentation, and persona development, with experience using these tools to enhance customer experience and drive business outcomes.

What Can We Offer You?

• A workplace culture where our people feel valued, respected, and empowered.
• Work in flexible ways that meet work/life commitments and support wellbeing.
• Be part of a purpose-led organization that gives back to the WA community.
• An environment that values ongoing career development.
• Free Roadside Assistance and discounts on RAC products and services including Holiday Parks and Resorts, Security, Finance, Auto Services, and Insurance.
• Opportunities for community engagement and corporate volunteering.

Please Note: We encourage you to apply as soon as possible, as RAC reserves the right to close this vacancy without notice.

About RAC As an Equal Opportunity Employer, RAC values inclusivity and promotes a workplace that actively seeks to welcome contributions from all people. If you need assistance or adjustments to fully participate in the application process, please contact jason.crooks@rac.com.au.