Service Design Lead

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:

TheService Design Leadsets the vision and direction for design at AP+, shaping how we create trusted,secureand high-quality experiences across payments,identityand fraud.

This role leads design strategy, capability, governance and capacity planning across product and service design. It ensures AP+ has the standards, methods, operatingmodeland talent needed to deliver coherent outcomes for members,stakeholdersand the broader payments ecosystem.

Working across AP+, industry partners and the wider ecosystem, the role turns customer, member and system-level insights into clear product,serviceand business direction. It balances usability, trust,securityand long-term value, helping shape the future of trusted digital experiences in support of AP+'s role as critical national infrastructure.

KeyResponsibilitiesthe Role Owns:

Lead the AP+ Service& Product Design functions, accountable for strategy, capability, governance,capacityand design quality. As part of this:

• Define and evolve AP+'s design vision,strategyand operating model.
• Establish and govern design standards,frameworksand ways of working.
• Build and lead a high-performing multidisciplinaryProduct & ServiceDesign team, including capability, workforceplanningand recruitment.
• Set the direction for research,insightand experience design to enable evidence-based decisions.
• LeadServiceDesign to improve end-to-end customer,memberand operational experiences.
• Oversee the design of complex products and services, embedding usability, accessibility, trust,securityand brand.
• Influence executives,membersand stakeholders to shape product,serviceand ecosystem outcomes.
• Prioritise andallocatedesign capability across the portfolio to balance strategic and delivery needs.
• Providestrategicadvice ondesign-relatedopportunities,risksand trade-offs.
• Champion human-centred design and build organisational design capability through leadership,coachingand advocacy.
• Continuously improve the Design function, driving capability,maturityand delivery excellence.

You'lllikely bea strong fit for this role if:

Qualifications

• Tertiary qualification in Design, Human-Centred Design, UX, Product Design, Business,Technologyor a related discipline.
• Relevant professional certification or equivalent experience in Human-Centred Design, Service Design, Product Management or Agile delivery.

Experience

• Extensive experience leading multidisciplinary design teams in complex, regulated or ecosystem environments.
• Proven success defining design strategy, building organisational capability,establishinggovernanceand operating models, and influencing executive decision-making.

Knowledge

• Strong understanding of systems thinking and designing end-to-end customer and service experiences.
• Strong knowledge of design operating models, capabilitydevelopmentand workforce planning.
• Sound understanding of product management, Agiledeliveryand digital technology environments, ideally across payments, identity,fraudor other regulated industries.

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.

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