About Us:
We create extraordinary experiences. We create memories, we take care of our shared heritage. This means careers where we have to innovate and always push for better, and where your perspective is always valued. This is a world where we bring together our love for the natural environment and our care for one another to make a real difference. This is a world where you'll discover something new, every day.
As an organisation, you'll also discover a culture that will challenge your expectations. We're value driven, but also a $80m community based, purpose driven organisation that is innovative, modern and leads in our sector. With a focus on constant improvement, we're providing an essential service, managing iconic locations, and always doing the right thing.
The Role:
As our Service Designer, you will lead the development of detailed customer journey maps that uncover how people interact with our services and where we can improve. Partnering closely with internal teams and community stakeholders, you will turn insights into clear, actionable improvements that simplify and elevate the customer experience.
Key responsibilities include:
* Design end to end customer journey maps across priority services and personas
* Conduct qualitative and quantitative research to understand customer needs and pain points
* Engage customers, families, and communities through interviews, surveys, and focus groups
* Analyse customer feedback and service data to identify themes and gaps
* Facilitate co design workshops to align stakeholders around customer insights
* Identify friction points and recommend practical service improvements
* Build internal capability by sharing best practice tools, templates, and guidance
* Support integration of journey insights into performance measures and dashboards
Your Profile:
You are a thoughtful and systems minded Service Designer who brings structure to complexity and clarity to customer experiences. You collaborate with ease, communicate visually and verbally with impact, and can translate insights into changes that matter. In addition you will bring:
* Proven experience delivering customer journey maps or service blueprints
* Strong research capability across interviews, surveys, and focus groups
* Excellent stakeholder engagement and facilitation skills
* Proficiency with visualisation and service design tools such as Miro or Adobe XD
* Ability to identify patterns, synthesise findings, and solve complex problems
* Experience managing projects with strong organisation and follow through
* Clear written and verbal communication skills for diverse audiences
* Desirable: experience in public or community services, KPI alignment, human centred design, or CX platforms
What's on Offer:
We offer a fulfilling career with exceptional personal and professional growth opportunities, along with a comprehensive range of benefits:
* Access to Leadership and Development Programs to foster professional growth and advancement.
* Employee Health, Wellbeing and Assistance Programs including complimentary onsite physio services.
* Flexible working arrangements.
* Immediate access to unpaid parental leave and a short waiting period of only three months for paid parental leave, applicable to both full-time and part-time employees.
* The opportunity to purchase additional annual leave.
* Discounts available at our employee café and onsite florists.
Don't meet every requirement? We still encourage you to apply – your unique strengths might be just what we need.
We care for our colleagues and the community we serve. To protect one another it is a requirement that all successful candidates complete background checks.
If you have any access requirements which restrict you from fully participating in our recruitment process, please contact so that we can discuss necessary adjustments.
We're reviewing applications as they come in and may remove this ad early once the position is filled, so we encourage you to apply as soon as possible.
For more information on Southern Metropolitan Cemeteries Trust, please visit our website:
SMCT is an equal opportunity employer and a Diversity Council Australia Member.