Service Design Principal
Core
Define target state experiences and future-state visions to guide UniSuper's digital and customer experience direction across member, employer, and adviser journeys.
Role type
Principal Service Designer (Strategy & Design Leadership)
Builds
Strategic design artefacts including journey maps, service blueprints, and concept models for digital channels
Domain
Financial Services / Retirement / Customer Experience
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Service design strategy, future-state visioning, journey mapping, service blueprinting, opportunity framing, concept development, stakeholder engagement, facilitation, coaching, mentoring
Preferred skills
Experience coaching and uplifting design practices, simplifying complexity for diverse audiences
Technologies
Service design tools, journey mapping software, blueprinting frameworks
Responsibilities
Define target state experiences for priority service journeys, create future-state visions and experience principles, partner with stakeholders to align experience direction, lead service design initiatives from discovery to definition, produce strategic design artefacts, drive service design capability through coaching and mentoring
Seniority
Principal, strategy & mentorship
