We're bringing industry-leading products and services to our customers and creating excitement in the entertainment industry. Join us as a Senior Service Designer and ignite transformation in our approach to delivering outstanding customer experiences. Spearhead the creation of smooth, user-focused service encounters across Tabcorp. About Your Role As a Senior Service Designer, lead the charge in crafting seamless, user-centric service experiences across our touchpoints. You will play a critical role in shaping and designing an aligned, cohesive, and frictionless service experience for our customers and front-of-house teams within our complex ecosystem. What You Will Do Spearhead the implementation of the Customer Experience Journey framework and embed its usage across the company. Craft and refine a unified, seamless customer and agent experience across diverse digital and non-digital service channels within our complex ecosystems. Generate design artifacts utilising cutting-edge CX methodologies, including service blueprints, ecosystem maps, customer journeys, prototypes, and strategic roadmaps. Drive growth by pinpointing opportunities and collaborating with Product Managers to formulate hypotheses and strategies, leveraging insightful analysis of key metrics for tangible business impact. Collaborate with Voice of Customer, Innovation, Product, UX Design, Tech, Legal, Marketing, and Operations teams to align cross-functional efforts towards a common customer proposition. Assist in the development of product and service concepts, defining customer needs, identifying "jobs to be done," and addressing pain points to deliver exceptional experiences. Assess end-to-end customer experiences through immersive design techniques and work with our research teams to source or commission research. Lead dynamic workshops engaging both internal teams and external partners to brainstorm ideas, iterate on designs, drive innovation, and refine strategies. What You Will Bring Strong user research skills for conducting qualitative and quantitative research, gathering customer insights, and understanding user behaviours, needs, and pain points throughout their journey. In-depth knowledge of Agile processes and principles. Experience working within a highly regulated business. Interest or knowledge in the racing, wagering, and gaming industry is a benefit. Exceptional communication skills to influence and inform product strategy, with a user and data-focused design. Comfortable with navigating ambiguity and discovering structure and outcomes through it, selecting the most appropriate service design methods, practices, and implementations to achieve the best outcome. Proficiency in service design methodologies, customer journey mapping, and service blueprinting. Experience with Jira, Confluence, Office Suite, and Figma. Prototyping experience is also required. What you'll get The flexibility of hybrid working with team anchor days. Diverse leave options: cultural, volunteer, flexi, and 18-weeks parental leave. Access to our health and wellbeing app and Employee Assistance Program. Monthly employee social activities, competitions, awards and free tickets to events. Access to digital learning modules for continuous upskilling. Ongoing commitment to D&I through leading policies & initiatives. About Us Tabcorp is Australia's leading gambling entertainment company. Our 3000 team is as diverse as Australia itself. Our people drive the iconic, homegrown, world-class brands TAB, Sky Racing and MAX. As an ASX-listed company, we're proud to shape our industry for the better. To find out more about us and what we offer, visit our website. We're committed to creating an inclusive workplace where everyone feels valued for their contribution and has a sense of belonging and is treated with respect. As a Tabcorp employee, you will: foster a respectful and inclusive working environment within your team; support and contribute to initiatives aimed at managing the risk of gender inequality, sexual harassment and other inappropriate behaviour in our workplaces. We welcome applications from candidates with visible and non-visible disability, or with any workplace accessibility requirements. Please reach out via careerstabcorp.com.au should you require any accommodations or adjustments to ensure your full participation in our recruitment process. Tabcorp is a 'Circle Back Initiative' employer - we commit to respond to every applicant.