Experience Strategy & Service Design Lead
Capricorn is one of Australia and New Zealand's largest and most dynamic Member-owned organisations.
Since ****, 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 **** 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
Exciting new roles at Capricorn
We're expanding our Brand, Marketing & Experience team as part of Capricorn's new strategy and commitment to One Capricorn, One Community.
These newly created roles offer the chance to make an impact, contribute fresh ideas, and help shape the future of how we connect with our Community.
These new roles represent an exciting opportunity to join a purpose-led organisation that values innovation, collaboration, and growth.
Join us and play a key role in shaping the next chapter of Capricorn's journey.
Drive forward Capricorn's experience vision
As the Experience Strategy & Service Design Lead you will be responsible for designing and embedding Capricorn's Community Experience (CX) framework across all business units.
In this role you'll champion experience excellence, uplift capability, and ensure seamless, high-quality interactions for Members and Preferred Suppliers.
What You'll Be Doing
Lead the Experience Strategy: Design and embed Capricorn's Community Experience (CX) Framework and program roadmap, including experience principles and target state, across all business units.
Drive Consistent Experiences: Support the "One Capricorn, One Community" vision by driving consistent, seamless experiences across all touchpoints.
Service Design & Capability Building: Oversee heat mapping, journey mapping, service blueprinting across all business units, and coordinate workshops using Human-Centered Design principles to support business improvement and CX innovation initiatives.
Develop Tools & Frameworks: Create and implement an experience design toolkit and prioritisation framework to guide consistent application of CX principles.
Measure & Improve: Establish experience metrics, monitor progress, and lead continuous improvement initiatives informed by insights and data.
What You Bring
Proven ability to translate market, customer, and operational insights into actionable strategies and improvements.
Function experience in journey mapping, customer segmentation, and service design.
Proficiency in facilitating ideation and co-design workshops.
Demonstrated commercial acumen, understanding the business environment and objectives and applying sound judgement to develop effective solutions.
Your Skills & Attributes
Ability to plan and prioritise work to meet commitments aligned with organisational goals.
Excellent communication skills, including storytelling, with the ability to convey complex concepts to diverse audiences.
Skilled in stakeholder engagement and cross-functional collaboration.
Experience That Sets You Apart
5+ years' experience in customer experience strategy, service design, or human-centered design roles.
Experience developing and leading CX programs in a corporate or B2B environment.
Qualifications
A tertiary qualification in Business, Commerce, Marketing or related discipline.
A Certification in Customer Experience Strategy, Experience Design, Service Design, Human Centred Design or Design Thinking.
A little on life at Capricorn
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 allinclusive 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 capricorn.coop/careers.
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