* Lead Enterprise‐Scale Service Design for Loyalty & Customer Experience
* Shape end‐to‐end experiences for millions of customers
About Our Client
Our client is a leading Australian consumer brand with a strong focus on customer experience, loyalty, and digital transformation. Operating at true enterprise scale, they deliver services across multiple channels including digital, in‐store, operations, and customer care.
The organisation is known for its mature design practice, collaborative culture, and commitment to human‐centred design. This contract sits within a high‐impact CX and Service Design team working on large, complex customer problems at scale.
Job Description
* Leading end‐to‐end service design activities across complex customer offerings, including loyalty and omnichannel experiences
* Translating customer, business, and operational insights into clear service opportunities and experience frameworks
* Designing and delivering customer journey maps, service blueprints, ecosystem and system maps
* Planning, conducting, and synthesising qualitative and quantitative research to inform design direction
* Facilitating and leading large stakeholder workshops (30-50+ participants) to align teams around customer outcomes
* Collaborating closely with product, technology, marketing, and operations teams to shape viable, scalable solutions
* Providing coaching, guidance, and feedback to designers and researchers within the team
* Presenting service design thinking and recommendations clearly to senior leaders and executives
The Successful Applicant
* 6+ years' experience as a Service Designer or similar role within large or complex organisations
* Strong expertise in service blueprinting, journey mapping, system mapping, and strategic experience design
* Proven experience working in enterprise‐scale, cross‐functional environments
* Confidence operating in ambiguous problem spaces and translating complexity into clear design outcomes
* Excellent communication and storytelling skills, with the ability to influence senior stakeholders
* Experience facilitating workshops and collaborating with both internal teams and external partners
* A collaborative, proactive mindset with a passion for customer‐centred design
What's on Offer
* 6‐month contract in a high‐profile enterprise environment
* Opportunity to work on large‐scale, customer‐impacting loyalty and CX initiatives
* Strong, supportive design culture with established service design practices
* Collaborative, cross‐functional team environment
* Immediate opportunity to make a visible impact
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