Service Design Lead (AI)

• RACV Head Office Melbourne | Hybrid Opportunity – 3 days Noble Park / City Office
• New Opportunity | Permanent Full Time
• Discount on RACV Products | Competitive Salary

We’re looking for a Service Design Lead (AI) to help us transform how we operate

We’re on a mission to reimagine how our employees and frontline consultants support Members. This role is both strategic and hands-on, leading service design initiatives that enhance experiences, streamline workflows, and embed intelligent technologies across key touchpoints. You’ll identify high-impact opportunities where AI can reduce manual effort, boost productivity, and improve satisfaction and interaction for both Members and consultants.

What you’ll do:

• Lead end-to-end service design projects focused on contact centre transformation - from discovery and research to prototyping, testing, and launch
• Create service blueprints and customer journeys that harness AI to optimise operations and elevate experiences
• Facilitate co-design workshops with stakeholders across business, technology, and operations
• Collaborate with AI and data science teams to translate advanced capabilities into human-centred solutions.
• Identify automation opportunities (RPA, chatbots, virtual agents) and redesign workflows to reduce friction and improve efficiency
• Apply lean and agile methodologies to iterate and test service improvements
• Champion service design as a driver of customer advocacy and business performance

What we’re looking for

• 10+ years experience in service design, experience design, or related fields
• Proven track record of leading service design initiatives in complex environments
• Experience working with contact centres, customer service operations, or enterprise service platforms
• Strong ability to partner with business leaders and influence strategic outcomes.
• Exposure to automation technologies ( workflow automation) and AI applications (eg NLP, machine learning)
• Skilled in facilitation, journey mapping, and blueprinting and service design tools and methodologies
• A passion for innovation, ethical design, and creating inclusive experiences.
• Strong analytical and systems thinking
• Understanding of AI ethnics, data privacy, and responsible automation

Why join us?

• Be at the forefront of AI-driven transformation in a trusted Australian brand
• Work in a collaborative environment that values design thinking and innovation
• Enjoy opportunities for professional growth and help shape the future of service

Ready to lead the change? Apply now and help us design intelligent, human-centred experiences that make a real difference.

At RACV, you’ll help shape how members interact with our products and services, making every digital experience feel simple and human. You’ll work on innovative projects that leverage AI and design thinking to transform customer journeys.

There’s so much on offer when you join RACV with benefits including:

• Our flexible and informal work environment which helps bring balance between work and home.
• Generous discounts on home and car insurance policies and RACV roadside care
• Club Membership and great discounts across all RACV resorts
• Discounts from corporate partners that are updated monthly.

Our difference

At RACV, we believe that maintaining a diverse and inclusive workplace is an important element in our continued success. We want our people to feel welcome, supported and appreciated for who they are and what they bring to our business. If you require any reasonable adjustments to the recruitment process and/or the role, please let our Talent Acquisition Team know.

Application Process You can learn more about the RACV at careers.racv.com.au

Applicants will be required to provide evidence of their eligibility to work in Australia, and consent to a criminal record check.

Submit your CV via the link below.