Senior Service Designer

Senior Service Designer

Nine is Australia's largest locally owned media company. Working at Nine, you'll have access to a unique range of experiences and opportunities, helping drive the success of the country's most trusted television, radio, digital and publishing brands.

Our content reaches almost every Australian - meaning what we do has real impact. We bring people together, celebrate the big moments, and capture the everyday ones.

Some of our most beloved brands have been part of Australian life for generations, and others - new on the scene - have already found their place firmly in our lives. We're evolving and we need people like you to bring new ideas, innovate and make your mark.

Job Description

As a Senior Service Designer you will be responsible for shaping the future of our Consumer Platform by leading service design and research activities. Working closely with Product, Engineering, and other key stakeholders, you will drive the experience definition, consolidate disparate systems, and deliver a cohesive, efficient, and scalable platform that supports Nine's strategic goals.

Our new Consumer Platform aims to create seamless, unified user experiences across all of Nine's digital products (including 9Now, Sydney Morning Herald, The Age, Australian Financial Review, Nine.com.au, and more). It will encompass universal capabilities for identity, marketing communications, subscription management, billing, payments, and personalisation, enabling deeper audience engagement and growth.

While your main focus will be on Consumer Platforms, you will sit within the Publishing team and play a key role in collaborating with product designers and stakeholders to apply human-centered service design methodologies, enhancing user experiences and improving operational efficiency across our publishing products.

Our team prides itself on its curious, creative, inclusive and empathetic culture and you'll be joining a team with a clear purpose and identity.

What you'll do:

• Co-design and drive the delivery of future-state experiences, working at both a long-term strategic level to shape our vision and a detailed level to ensure impactful solutions. Your work will serve common user needs across our diverse brands while meticulously catering to the unique requirements and identities of each.
• Facilitate workshops across Product, Engineering, Marketing, and Editorial to align on goals and uncover critical user and business needs
• Prototype and test service concepts across all touchpoints - digital and organisational - to validate improvements before significant investment.
• Apply systems thinking to connect internal tools, teams, processes, and interfaces, translating complex concepts into clear, human-centered service flows and experience models.
• Influence platform and product strategy through HCD, identifying innovation opportunities and balancing user needs, operational realities, and commercial objectives.
• Create and maintain high-quality service artifacts (like blueprints and ecosystem maps) to provide clarity and direction across diverse brands and systems.
• Contribute to UX design and thinking, collaborating with product designers to enhance end-to-end user experiences, drive innovation, and boost operational efficiency.
• Mentor and coach designers and stakeholders in service design methodologies, fostering a culture of service thinking and user-centricity throughout the Design organisation.

Qualifications

What we're looking for:

• 6+ years of Service Design experience or similar role, with a strong portfolio showcasing impactful solutions.
• A Bachelor's degree in a relevant field or equivalent, such as Service Design, Design Research, Interaction Design, or related discipline.
• Ability to lead complex, service design projects from concept to launch.
• Expertise in qualitative and quantitative research methods and their application.
• Proficiency in service design tools like blueprinting, journey mapping, and prototyping.
• Strong leadership, facilitation, and collaboration skills to influence cross-functional teams.
• A proactive, strategic, and results-oriented approach thriving in fast-paced environments.

Desirable:

• Proficiency in business process or organisational design.
• A solid grasp of UX/UI design principles.
• Skill in using UX/UI tools like Figma (or similar industry-standard software).

Additional Information

How we work

At Nine, our flexible work options vary by role and team. Depending on the position, this may include flexible hours, hybrid work, or part-time arrangements. We welcome discussing your flexibility needs during the hiring process - just ask the Talent Acquisition team.

Our employee benefits include:

• 18 weeks paid parental leave with no distinction between primary and secondary carers.
• Access to 'Employee Exclusives' program - a way of getting closer to our incredible brands, offering unique experiences, behind-the-scenes access, and awesome perks.
• Digital newspaper subscription to our mastheads.
• Annual gift voucher for Stan subscription.

More info at Nine Careers.

Our Commitment to Diversity and Inclusion:

We're committed to a safe, respectful and inclusive Nine. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, genders, nationalities, backgrounds and cultures as we recognise the importance and value of diverse perspectives. Should you require any adjustments to the recruitment process, please advise us when you apply.

Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia.