Service Design Principal

About Us 

UniSuper is a workplace where highly skilled professionals are empowered to Think Great and deliver exceptional retirement outcomes for our members. With a culture grounded in accountability, collaboration and care, your work contributes directly to members’ longterm financial security.

The Digital & CX team operate within our Marketing & Growth business unit. Combining Digital Channel Ownership & Experience Design, we are responsible for the development and ongoing management of UniSuper's digital channels to ensure our members and employers are serviced effectively and efficiently in an environment that is constantly evolving.

Step into an impactful role where you shape the future of digital and customer experiences across priority member, employer and adviser journeys.

The Role 

As Service Design Principal, you will define target state experiences that guide UniSuper’s digital and customer experience direction across priority journeys and services. You will turn strategy, customer insight and business priorities into clear future-state visions, experience principles, roadmaps and initiative pathways that help teams align on what good looks like and how to get there.

• Define target state experiences for priority member, employer and adviser service journeys
• Create future-state visions, service concepts and experience principles to guide decision-making
• Partner with stakeholders across business, product, technology and delivery to align experience direction and priorities
• Lead service design initiatives across discovery and definition to focus on high-value opportunities
• Produce strategic design artefacts including journey maps, service blueprints and concept models
• Drive service design capability through coaching, mentoring and practice improvement

About You 

You are a strategic thinker who can define a compelling future state and turn it into a practical path forward. You enjoy influencing outcomes across complex environments and connecting customer needs, business goals, operations and technology into clear design direction.

• Highly experienced in service design 5+ years, CX design or strategic design roles within complex organisations
• Proven ability to define future-state experiences and translate them into roadmaps, priorities and initiatives
• Strong capability in journey mapping, blueprinting, opportunity framing and concept development
• Strong stakeholder engagement, facilitation and influencing skills across cross-functional teams
• Experience coaching, mentoring or uplifting designers and design practice
• Excellent communication skills with the ability to simplify complexity for different audiences

What we offer 

UniSuper believes that the best way to achieve great things is when we come together and collaborate. Therefore, we ask you to be able to commit to 60% of your time in office. UniSuper is proud of our culture and benefits, which empower our people to achieve their full potential, thrive, and grow their career with us. These include:

• 20 weeks paid parental leave
• $1,500 annual development budget
• 17% superannuation contribution
• Additional paid leave over Christmas

It should go without saying, but at UniSuper, we value and celebrate diversity and inclusion. We believe that a variety of perspectives, backgrounds, interests, abilities, and skills is crucial for delivering great retirement outcomes for our members. We invite you to apply for the roles that suit your career aspirations, even if you don’t meet all the requirements.