Description At RACQ, we’re good people doing good things, making a positive impact every day, with opportunities to learn, grow, and be more. About the role The Member Experience Design Specialist is responsible for the strategic design and evolution of member journeys that are aligned to RACQ’s brand and strategic priorities. With a strong focus on user centred design, this role works across the business to create seamless, consistent and engaging member experiences across all touchpoints, aligned to our strategy. By translating member insights, data and behaviour into actionable, future focused, journey design, this role supports increased engagement, satisfaction and loyalty across the member base. You will: Identify opportunities to strategically enhance and evolve existing member journeys based on insights, data and feedback. Develop and maintain strategic design guidelines and best practices to support consistency across touchpoints. Collaborate with cross functional teams to enable implementation of new or improved member journeys. Provide strategic insights and recommendations informed by quantitative and qualitative data, member behaviour and research. Track and monitor new member journey performance using agreed experience measures and metrics. Staying informed on emerging technology and digital trends, so that the application enhances member experience and brand trust. About you You are a collaborative and insight driven experience professional with a strong passion for designing meaningful, member centric journeys. You’ll bring: 5–7 years’ experience in member, customer or user experience design or a related discipline. Strong practical knowledge of user centred design, journey mapping and experience design methodologies. Experience using member or customer data, insights and research to inform design decisions. Strong communication and collaboration skills, with the ability to influence across cross functional teams. A solid understanding of brand strategy and how to translate it into end to end journey design. Strong analytical and problem solving skills, with a creative and innovative mindset. Experience working within a member led or consumer focused organisation (desirable). Why join RACQ? RACQ is here to drive a better future for all Queenslanders. With more than 1.7 million members, we’re built on helping people when they need it most. Join our team and play a part in supporting our members to move and live safely, securely and sustainably. We’re evolving with smarter, more sustainable solutions that make a real difference across Queensland. And while our reach is big, we stay small enough to support your career with care. At RACQ, you’ll find a flexible, inclusive workplace where everyone is valued, supported and empowered to thrive. Learn more about our culture and our commitment to diversity and inclusion at About us | RACQ Why you’ll love working at RACQ At RACQ, we support your work, wellbeing and career through benefits that matter. Free RACQ roadside assistance from day one Enjoy complimentary RACQ Everyday Roadside Assistance, renewed annually. Exclusive employee discounts Access discounts across RACQ products and partner offers including banking, insurance, solar, vehicle care, retail and travel. Wellbeing that goes beyond the basics Take advantage of onsite health checks, flu vaccinations, wellbeing rooms, digital wellbeing resources and discounted private health insurance. Flexibility that works for real life Our weFLEX approach supports balance, performance and collaboration—whether you’re working from home, the office, or a mix of both. Explore all our employee benefits at https://www.racq.com.au/about-us/careers/employee-benefits Ready to apply to do good stuff daily? Successful candidates will be asked to complete background checks to progress their application. Adjustments & Support We’re committed to creating an inclusive and accessible recruitment experience for everyone. If you need any adjustments or support at any stage of the process, please reach out to [email protected] for a confidential and supportive conversation or visit http://www.racq.com.au/about/careers/our-recruitment-process LI-Hybrid