Service Design Lead

We’re looking for a Service Design Lead to help us transform how we deliver exceptional experiences to our members, customers and employees 

This strategic yet hands-on role will see you driving service design initiatives that enhance experiences, streamline workflows, and uncover opportunities to improve end-to-end journeys. You’ll collaborate closely with business leaders, applying customer-centric design methodologies to deliver impactful outcomes and shape scalable, high-quality experiences that make a real difference. 

From identifying high-impact opportunities to envisioning future-state experiences and creating innovative processes, you’ll design solutions that solve real problems and optimise every interaction. If you’re passionate about driving change, inspiring creativity, and making a tangible impact, this is your opportunity to lead transformation and help shape the future of the member and employee experience at RACV. 

What you’ll do 

• Lead end-to-end service design projects from discovery to delivery, including research, prototyping, and testing. 

• Create service blueprints and customer journeys, mapping current and future states. 

• Quantify opportunities using data, metrics, and analysis to demonstrate value. 

• Facilitate co-design workshops with stakeholders across business, technology, and operations. 

• Collaborate with cross-functional teams to identify pain points, gaps, and improvement opportunities. 

• Redesign workflows to enhance efficiency, reduce friction, and improve service quality. 

• Apply lean and agile methodologies to iterate and test service improvements. 

• Develop feedback loops and metrics to measure impact and drive continuous improvement. 

• Align service design initiatives with strategic goals in partnership with product, operations, and technology teams. 

What we’re looking for 

• Bachelor’s degree in Design, HCD, Business or related discipline 

• 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 background in journey mapping, service blueprinting, and stakeholder facilitation 

• Expertise in service design tools and methodologies 

• Strong analytical and systems thinking 

Desirable  

• Possess an understanding of AI ethics, data privacy, and responsible automation  

• Exposure to automation technologies (RPA, workflow automation) and AI applications (eg NLP, machine learning) 

Why join us? 

At RACV, you’ll help shape how members interact with our products and services, making every 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.