Help us deliver a better tomorrow
Australia Post is delivering for all Australians. From the vehicles that we drive, to the small businesses that make our communities thrive. We’re delivering for the environment, for our communities, for our customers and for our people. We’re moving forward and we want you to come along for the ride.
About the opportunity
At Australia Post, the Parcel Product team is driven by a mission: "to connect people and businesses through innovative, reliable, and sustainable freight solutions." With a bold vision to "be the choice for senders and receivers, setting the standard for an exceptional and sustainable delivery experience that delights our customers, no matter where or when," we place our customers at the heart of everything we do.
This role is instrumental in achieving that vision by leveraging a deep understanding of our customers and translating it into accessible, sustainable, and seamless products, services, and experiences for all Australia Post customers. The Product Desirability Lead collaborates closely with subject matter experts (SMEs) across various disciplines, including retail, call centres, accessibility, engineering, product, and program teams. Together, they bring rich insights to bear, ensuring that every initiative is grounded in a robust customer desirability perspective. By deeply understanding and anticipating customer needs, the role translates these insights into actionable strategies that influence priorities and foster innovation within the Product team.
What you’ll deliver with us
The product team employs the DVF (desirability, feasibility, and viability) framework to prioritise and execute work in their pipeline, as well as to shape their strategic narrative. This role will serve as the desirability lead for the entire Product team, setting the standard for how desirability—understanding and anticipating what our customers truly want—is integrated into the team's work. The Product Desirability Lead will apply a highly strategic and design futures mindset to uncovering customer needs and will liaise with key stakeholders across the business to gather insights from call centre interactions, voice of customer data, ethnographic and demographic research, market insights, field visits via network operations, and other relevant data points. As the custodian and evangelist of the 'desirability lens,' this person will cultivate an appreciation of the craft within the product team, empowering product managers to integrate these insights into their decision-making processes and influencing senior external stakeholders.
The role combines expertise in strategic design, design futures thinking, human-centred design (HCD), and systems thinking to craft seamless, sustainable, and future-focused customer experiences via a hyper focused desirability lens. The Product Desirability Lead collaborates closely with Product Managers, Lead Product Managers, Experience Team and stakeholders across Australia Post to embed the desirability lens into the prioritisation framework (DVF – Desirability, Feasibility, Viability) and strategic narrative. This role operates across the enterprise to design and optimise experiences that effectively align customer needs with business goals. By heavily informing product strategy, this role facilitates critical activities such as planning, design research, data analysis, ideation, co-design workshops, prototyping, and the end-to-end delivery of projects, initiatives, and features.
In addition, the Product Desirability Lead will manage stakeholder relationships across SMEs and senior leaders, oversee end-to-end program execution, and provide team design direction across diverse customer segments. This role serves as a critical bridge between strategic vision and practical execution, driving outcomes that elevate both customer satisfaction and business performance
You’ll also carry out
Project scoping: Drive the scoping and planning design activities in the project, ensuring they are delivered at high quality and on time.Design research: Drive the planning and execution of qualitative and quantitative research to understand customer, business and market needs and opportunities across all stages of the design process. Evaluative research: Test prototypes and concepts with users to understand if existing solutions are on the right track capturing insights and feedback to inform business decisions.Generative research: Conduct exploratory research to develop a deeper understanding of users to identify opportunities for solutions and innovation.Analysis and synthesis: Leading synthesis of research to identify and present evidence led and key actionable insights. Mapping and artifacts: Develop and create end-to-end customer journeys and service blueprints.Facilitation: Leading workshops to co-design and prototype new models, processes, services and products.Story telling: Crafting powerful narratives and presenting to diverse, board level and other executive audiences with gravitas with a view to build consensus and drive impact via influence.Prototyping: Develop prototypes for testing and validation purposes.Design artefacts: Define the key features for prototypes and design requirements for subsequent research, UX, and UI design. Techniques and frameworks: Utilise design futures thinking, human centred design and systems thinking to help think about the drivers of change that are shaping the future and as core approaches to problem solving and sense making.About you
Experience in related roles with an impressive portfolio of work, including experience of research leadership and leadership experience.
You’ll also need
Experience in high quality strategy and service design leadership across all phases of design.Proven experience of applying methods to different projects, contacts and user bases.Strong experience using collaborative ideation techniques to create and validate solutions.A strong background in designing artefacts that communicated a desired CX & service that consider a holistic and future proof approach, including journey maps, blueprints, user mapping, ideation activites, concept boards, roadmaps, experience and service metrics.Experience mentoring or coaching a team within a large corporate or agency environment.How we’ll deliver for you
A chance and opportunity to shape the future of how Australian’s receive their parcel deliveries.Huge growth and development opportunities in a company that fills the majority of it’s roles internally.Benefit from the trust, autonomy and authority in order to make decisions and create and implement meaningful changes.We’re delivering together
At Australia Post, we acknowledge the Traditional Custodians of the land on which we operate, live and gather as employees.
We believe our business should reflect the diverse communities we operate in and are proud to be an inclusive workplace for people from all walks of life. We encourage applications from people of all ages, genders and backgrounds including Aboriginal and Torres Strait Islander peoples, People with Disability, LGBTQIA+ and Refugees. We are one of the largest organisations in Australia to successfully achieve Disability Confident Recruiter status. We are committed to providing an inclusive and barrier-free recruitment process and workplace for those living with a disability and are committed to reviewing and removing bias in our processes to create a gender-equitable recruitment experience and workplace. If you have any questions about accessibility, please contact our Diversity & Inclusion team on inclusivecareers@auspost.com.au
See and hear more about what it's like to work in business support with us: