Senior Service Designer

Job description

Join Capricorn’s Experience Strategy and Service Design team and play a key role in shaping and delivering the future Community experiences that bring our “One Capricorn, One Community” ambition to life. Benefits • Access flexible working arrangements, with up to 2 days working from home per week. • Help play a part establishing and shaping Capricorn's emerging Experience Strategy & Service Design capability from the ground up. • Work across strategy, research, service design and implementation, influencing experiences that impact more than 31,000 Members, Preferred Suppliers and Employees. A little about us Capricorn is one of Australia and New Zealand’s largest and most dynamic Member-owned organisations. Since 1974, we’ve provided our Members with financial and business solutions to make running a business easier. Our flagship Trade Account offers instant credit with over 1600 Preferred Suppliers, simplified monthly expenses, and a generous rewards program. We have a strong foundation in the automotive and machinery aftermarkets. Our vibrant community includes over 31,000 Members across Australia and New Zealand, from national franchises to your local family workshop. Last year, Capricorn facilitated nearly $4bn in sales with our Preferred Suppliers. At Capricorn, we're about more than just products and services. We work hard to ensure that our Members, Suppliers and People feel like they're part of something bigger - a Community which is connected and supported to make a difference, while having some fun along the way! A little about the role This is an exciting opportunity to help shape the future of Capricorn's Community experience. We're building an Experience Strategy & Service Design centre of excellence and looking for Senior Service Designers who are excited by the challenge of turning insight into meaningful change. You'll work on some of Capricorn's most important experiences, helping us better understand our Community, identify opportunities, and design end-to-end experiences and services across digital, field, physical and human channels that create value for Members, Preferred Suppliers and our People. Working across the full design lifecycle, you'll uncover Community needs, frame opportunities, develop future-state concepts and service blueprints, and partner with teams across the organisation to bring ideas to life. You'll balance Member and Preferred Supplier needs, business priorities and operational realities, designing not only the experience itself but uncovering the service conditions, processes, technology and ways of working required to make it succeed in practice. What you’ll bring We're looking for experienced Service Design, Experience Design or Experience Strategy professionals who combine strong service and experience design craft, strategic thinking and stakeholder influence with a proactive, continuous improvement mindset. You’ll know how to work with teams to make great ideas work in practice. Essential • Demonstrated experience in service design and experience design, including current-state experience mapping, service blueprinting, problem framing and opportunity development. • Strong capability in experience research, synthesis and storytelling, translating qualitative and quantitative insights into clear experience themes, opportunities and decision-ready recommendations. • Proven ability to understand and analyse how people, process, technology, data and governance influence experiences, and translate these insights into practical improvement opportunities. • Experience designing future-state services and experiences and making these work within real organisational constraints. • Strong applied design craft, including co-design facilitation, concept development, prototyping and validation, with the ability to balance customer needs, business outcomes and operational feasibility. • Demonstrated experience operating across the full service design lifecycle - from discovery and current-state understanding through to future-state design, implementation enablement and continuous improvement. • Strong stakeholder engagement and influence skills, with the ability to align cross-functional teams, navigate ambiguity and shape decisions through evidence and structured thinking. Nice to have • Experience applying desirability, viability and feasibility thinking to prioritisation and solution development. • Experience contributing to the evolution of experience strategy and service design methods, toolkits or practices. • Experience within complex B2B, membership, cooperative or multi-channel service environments. Qualifications • Tertiary qualifications in Business, Commerce, Design, Marketing or related discipline. • Certification in Customer Experience Strategy, Service Design, Human Centred Design or Design Thinking is preferred. A little on life at Capricorn Joining our community is about more than just a job, so here’s what’s in it for you: • Work flexibility – We’re all unique, and so are the ways in which we work. We have Hybrid (2 days working from home) written into our policy. • Development Opportunities – your success is ours too. We provide training opportunities and development to give you the tools you need to grow. • Paid parental leave – during life’s most important times, we support parents’ leave (for both parents) and their transition back to work. • Get social – our social calendar is full, with a range of different virtual and face-to-face events to keep us connected. • A place you want to be – from the sweeping city views, coffee on tap and the general buzz of our team, Capricorn is a place you want to be. • A cherry on top – we’ve got a heap of benefits that our team actually use, including a fantastic reward and recognition program, wellness program, additional leave purchase and so much more! • Amazing Benefits – Unlock amazing benefits at Capricorn. We offer all staff free gym membership near the office, discounted private health benefits and all inclusive working from home kits to get you started! Sound like you’d be a good fit? If you are ready to become part of a growing community and make a real impact, get in touch today. For further information, support with your application and details on Capricorn, please visit our website at