Service Design Lead – 12 month fixed term
Join us to apply for theService Design Lead – 12 month fixed termrole atRACV.
We're on a mission to reimagine how our employees and frontline consultants support Members.
This role is both strategic and hands-on, leading service design initiatives that enhance experiences, streamline workflows, and embed intelligent technologies across key touchpoints.
You'll identify high-impact opportunities where AI can reduce manual effort, boost productivity, and improve satisfaction and interaction for both Members and consultants.
What you'll do
Lead end-to-end service design projects focused on contact centre transformation – from discovery and research to prototyping, testing, and launch
Create service blueprints and customer journeys that harness AI to optimise operations and elevate experiences
Facilitate co-design workshops with stakeholders across business, technology, and operations
Collaborate with AI and data science teams to translate advanced capabilities into human-centred solutions
Identify automation opportunities (RPA, chatbots, virtual agents) and redesign workflows to reduce friction and improve efficiency
Apply lean and agile methodologies to iterate and test service improvements
Champion service design as a driver of customer advocacy and business performance
What we're looking for
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 ability to partner with business leaders and influence strategic outcomes
Exposure to automation technologies (workflow automation) and AI applications (e.g., NLP, machine learning)
Skilled in facilitation, journey mapping, blueprinting and service design tools and methodologies
A passion for innovation, ethical design, and creating inclusive experiences
Strong analytical and systems thinking
Understanding of AI ethics, data privacy, and responsible automation
Be at the forefront of AI-driven transformation in a trusted Australian brand
Work in a collaborative environment that values design thinking and innovation
Enjoy opportunities for professional growth and help shape the future of service
Benefits
Flexible and informal work environment to help balance work and home
Generous discounts on home and car insurance policies and RACV roadside care
Club membership and great discounts across all RACV resorts
Monthly updates of discounts from corporate partners
At RACV, we believe that maintaining a diverse and inclusive workplace is an important part of our 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 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.
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology
Industries
Insurance and Telephone Call Centers
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