Senior Service Designer
Opportunity to apply human-centered design within end-to-end ecosystems
Design and deliver service solutions within a multi-disciplinary team
Full time, permanent position, inclusive of WFH arrangements: 3 days a week from the office (Surry Hills)
We are Woolworths Group
We are Woolworths Group. 200,000+ bright minds, passionate hearts, and unique perspectives across Australia and New Zealand. Connected by a shared Purpose - 'to create better experiences together for a better tomorrow'. That Purpose fuels our ambition to explore new ideas, make brave commitments, and innovate better ways to meet the food and everyday needs of more than 24 million customers every week.
If you're excited to turn today's blue-sky thinking into a better tomorrow for future generations, you'll find yourself supported and enriched in a dynamic, inclusive, and empowering workplace. With a culture of genuine care, a flexible approach to work, and opportunities across the group to grow your career and make a meaningful impact, the possibilities for what we can achieve together are endless.
What you’ll do
The Senior Service Designer studies the experience across system, service, tools, people and processes to create outstanding customer and team experiences. By applying human-centered design within end-to-end ecosystems, this role supports the FY27 roadmap, including agentic experiences. You will deeply understand and drive optimization of systems, services, and processes across all touchpoints to deliver seamless, value-driven solutions for our business and customers.
Core responsibilities:
Design and deliver service solutions within a multi-disciplinary team, using a human-centred design lens to identify strategic opportunities that drive value for both customers and the business.
Conduct user research, usability studies, and elicit customer insights to inform design decisions and validate hypotheses, ensuring solutions are grounded in data and address actual user needs.
Conduct internal business focused mapping to articulate comprehensive understanding of how existing systems and services operate..
Create and maintain detailed service blueprints, customer journey maps, and information architecture to visualize experiences, identify pain points, and drive innovation across the end-to-end ecosystem.
Act as a design advocate representing both customers and internal teams, collaborating closely with business stakeholders to foster delightful, human-centred service solutions in an Agile environment.
Effectively communicate design value, strategic opportunities, and complex project updates to stakeholders, ensuring alignment and buy-in while driving consistency across the organization's design practices.
Champion change by integrating design thinking into daily operations, managing projects, and coaching teams to evolve how we work and deliver impactful, tangible design outcomes.
What you’ll bring
Proven and solid experience as a Service Designer with a strong portfolio, demonstrating exceptional design process, problem-solving skills, and a track record of delivering impactful design solutions.
Ability to apply a Human-Centred Design lens within multi-disciplinary teams, planning and executing strategies to identify user needs and deliver effective design solutions.
Proven experience balancing user needs, commercial interests, and operational constraints within ecosystems to deliver tangible business outcomes through design services.
Proficient in creating immersive customer journeys, service blueprints, and information architectures, using data-driven insights to uncover pain points and identify strategic growth opportunities.
Skilled in designing and facilitating collaborative workshops, and delivering digestible outputs that clearly articulate project priorities, impacts, and DVF ratings to stakeholders.
Expert in Service Design, coaching, and mentoring teams while championing consistency, governance, systems thinking, and proficiency in tools like Miro, Mural, and Figma.
Bachelor's degree in Design (e.g., Interaction Design, Human-Computer Interaction, Graphic Design) or a related field, or equivalent professional experience.
What you’ll experience
We embrace diversity of thought and love to take on challenges with a pragmatic and innovative approach. Our culture thrives on mutual respect, care, curiosity, openness, and a proactive attitude. We continually seek ways to pair, collaborate, support, and learn from each other as a team!
Team discounts across our range of Woolworths Group brands you know and love and a robust rewards program that celebrates and incentivises purpose-driven work
A global business with endless career possibilities around every corner and across every discipline – with valuable exposure to a vast and exciting business network
A progressive and flexible ‘work from anywhere' policy that gives you the opportunity to harmonise work, life and your wellbeing
Parental Leave provisions and various leave types, including but not limited to Study Leave and Sports Representation Leave
Everyone belongs at Woolworths Group
Diversity, equity, inclusion, and belonging are key to realising our purpose of better together for a better tomorrow. We recognise the value our team’s diversity brings to our business, customers, and communities and that teams with diverse experiences and backgrounds enrich our group and are better able to innovate and solve problems. As one of the largest employers in Australia and New Zealand, we aim to create a truly inclusive workplace where everyone feels that they belong, can be their best selves, and reach their full potential. We encourage all candidates to apply; please let us know in your application if we can support you with any adjustments in the hiring process.
See how we’re creating better experiences together, for a better tomorrow
