Service Design Lead

Life @ AP+:

We are one connected team in pursuit of one inspiring purpose - to unite people and technology to power better experiences. Each of us has a part to play in making that happen. You’ll be encouraged to bring your big ideas forward and make a difference through your work. Taking steps forward in your career whilst still having room for fun, friendships, and flexibility in your daily life.

We’re driven by our core values: lead with heart, learn for tomorrow and live our legacy. A purpose like ours takes the inspired impact of an incredible team. Ready to change the game? We’re ready to help you do it.

The Purpose:

We’re looking for an accomplished Service Design Lead to shape the future of design at AP+.

This is a senior leadership opportunity for someone who thrives on complexity - connecting customer needs, business outcomes, technology, operations and ecosystem partners to design services that work brilliantly from end to end.

You’ll set the vision and direction for Service and Product Design across AP+, building the capability, standards and ways of working that enable teams to deliver trusted, secure and high-quality experiences across payments, identity and fraud.

Your impact will extend well beyond individual products or journeys. You’ll influence how AP+ thinks about and solves complex problems, bringing a service and systems lens to strategic decisions and translating customer, member and ecosystem insights into clear direction.

You’ll lead and grow a multidisciplinary design team, partner with senior leaders and industry stakeholders, and help build design maturity across an organisation that plays an important role in Australia’s digital economy.

If you’re a Service Design leader who wants to operate at scale, across systems and with real-world impact, this is an opportunity to do exactly that.

Key Responsibilities the Role Owns:

Lead the AP+ Service & Product Design functions, with accountability for design strategy, capability, governance, capacity and quality. As part of this:

• Set the vision for design at AP+, defining and evolving the strategy, operating model, standards and ways of working that lift design quality and maturity.
• Lead Service Design across complex, interconnected journeys, using systems thinking to improve end-to-end customer, member and operational experiences.
• Build and lead a high-performing multidisciplinary design team, growing capability, coaching talent and ensuring design capacity is focused where it can have the greatest impact.
• Turn research and insight into action, setting the direction for evidence-led design and translating customer, member and ecosystem needs into clear service strategies and priorities.
• Shape complex products, services and ecosystem outcomes, embedding usability, accessibility, trust and security while influencing executives, members, partners and stakeholders.
• Champion design as a strategic capability, bringing a human-centred lens to organisational decisions and providing clear advice on opportunities, risks and trade-offs.

You’ll likely be a strong fit for this role if:

• Extensive experience leading Service Design and multidisciplinary design teams, ideally within complex, regulated or multi-stakeholder environments.
• Demonstrated success designing and improving complex end-to-end services across digital, operational and human touchpoints.
• Strong experience applying systems thinking to challenges spanning customers, organisations, processes, technology and policy.
• Proven success defining design strategy, operating models, governance and organisational design capability.
• Experience building, coaching and growing high-performing design teams while prioritising capability across a portfolio.
• A strong track record of influencing executives and senior stakeholders, turning customer and service insights into strategic decisions and meaningful change.

What happens next:

At AP+, we believe in the power of passion, pride, and purpose.­ Our team is driven by a shared mission to make a difference in the world of payments, and we're proud to work together towards this common goal.

If you’re ready to be a game changer, please submit your application. The Talent Acquisition team will endeavour to review your application and notify you of the outcome within the next two weeks.

We want to remove all barriers to inclusion so if you need advice or support with your application, we’re here to help. Please reach out to [email protected] We also encourage you to let us know your pronouns at any point during the recruitment process.

AP+ are not partnering with Recruitment agencies for this role.