Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: myCareer - NSW Government (Long Service Corporation)

Location: Sydney, NSW, Australia or Gosford, NSW, Australia

Job Type: Fixed Term (until November 2029), Full-time

Category: Service Design, Digital Delivery, Government Services

Date Posted: February 17, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid, with flexible working conditions available

🚀 Role Summary

• Lead the design and delivery of new portable long service leave schemes, focusing on user-centered digital and physical touchpoints.

• Drive innovation in service delivery by identifying inefficiencies and implementing design-led solutions to enhance performance and user experience.

• Facilitate cross-functional collaboration through co-design workshops and clear communication, translating complex technical information for diverse audiences.

• Contribute to ongoing improvement initiatives for existing schemes and systems, ensuring continuous evolution and optimization.

• Champion best practices in service design and build team capabilities through coaching and knowledge sharing within the Digital and Program Delivery team.

📝 Enhancement Note: This role is positioned within a government agency focused on administering portable long service leave schemes. The "Senior Service Designer" title, combined with responsibilities like leading concept development, mapping user journeys, and conducting user research, indicates a strong focus on GTM (Go-to-Market) strategy for new service offerings and continuous improvement of existing ones. The emphasis on digital and physical touchpoints suggests a need for holistic service design, impacting how customers interact with government services.

📈 Primary Responsibilities

• Lead concept development for new portable long service leave schemes, including comprehensive customer needs analysis, task flows, and detailed service blueprints.

• Map, refine, and optimize end-to-end user journeys across all digital platforms (web, mobile) and physical touchpoints to ensure a seamless customer experience.

• Conduct and facilitate iterative customer user research, encompassing early discovery, validation phases, and feedback loops to ensure solutions are user-centric.

• Collaborate effectively with internal teams, including technical staff, to resolve disputes, address challenges, and ensure service outcomes are met within project constraints.

• Advise stakeholders on balancing user needs, business objectives, and technical feasibility to foster informed decision-making in service creation and enhancement.

• Proactively identify inefficiencies in current service delivery processes and implement innovative, design-led solutions to improve operational performance and customer satisfaction.

• Simplify complex technical information and service processes for non-technical audiences, and skillfully facilitate co-design workshops with diverse stakeholder groups.

• Share service design best practices, mentor junior team members, and actively contribute to building overall team capabilities in design thinking and service innovation.

📝 Enhancement Note: The responsibilities listed heavily emphasize a human-centered design approach, critical for GTM success in regulated industries like government services. The need to "resolve technical disputes" and "advise on balancing user needs, business goals, and technical feasibility" highlights the strategic intersection of design, operations, and technology that is core to revenue and sales operations roles, albeit framed within a public service context.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Design, Human-Computer Interaction, Information Architecture, or a related field is typically expected for a Senior Service Designer role. Equivalent practical experience may also be considered.

Experience: A minimum of 5-10 years of progressive experience in service design, user experience (UX) design, or a related design discipline, with a proven track record of leading complex design projects.

Required Skills:

• Demonstrated ability to lead customer-focused design processes and deliver innovative, user-centered solutions that align with business objectives.

• Strong proficiency in service blueprinting, customer journey mapping, and systems thinking methodologies.

• Expertise in conducting user research, applying design thinking principles, and managing diverse stakeholder groups to drive consensus and resolve conflicts.

• Excellent communication, facilitation, and presentation skills, with the ability to simplify complex information for various audiences.

• Proven experience in identifying service delivery inefficiencies and implementing design-led solutions for performance improvement.

Preferred Skills:

• Experience within the government or public sector, understanding of regulatory environments.

• Familiarity with agile development methodologies and cross-functional team collaboration.

• Experience with digital product development lifecycles and system implementation.

• Knowledge of accessibility standards (e.g., WCAG) and inclusive design practices.

• Experience in coaching or mentoring junior designers.

📝 Enhancement Note: Given the role's seniority and focus on implementing new schemes, candidates with experience in product launches, process optimization, and stakeholder management in complex environments (like government) will be highly valued. The "continuous improvement" and "accessibility" requirements point to a need for a strategic, long-term view on service design.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio showcasing end-to-end service design projects, demonstrating leadership in concept development, user research, and solution implementation.

• Case studies detailing the application of service blueprints, journey maps, and systems thinking to solve complex user and business problems.

• Examples of iterative user research methodologies employed, including discovery, validation, and feedback integration into design iterations.

• Demonstrations of how design solutions balanced user needs, business goals, and technical feasibility, with clear articulation of outcomes and impact.

Process Documentation:

• Showcase documentation of design processes, including user personas, task flows, wireframes, prototypes, and final service blueprints.

• Examples of how user research findings were translated into actionable design improvements and process optimizations.

• Documentation illustrating the iterative nature of the design process, including feedback loops and design revisions.

• Evidence of contribution to or leadership in implementing new systems or processes based on design recommendations.

📝 Enhancement Note: For a Senior Service Designer role, the portfolio is critical. It should not only showcase design artifacts but also the strategic thinking, problem-solving approach, and the ability to drive tangible improvements in service delivery and customer experience. The emphasis on "identifying inefficiencies" and "design-led solutions" implies a need to demonstrate ROI through improved efficiency or customer satisfaction metrics.

💵 Compensation & Benefits

Salary Range: $129,464 - $142,665 AUD per annum (Clerk Grade 9/10), plus superannuation and leave loading.

Benefits:

• Superannuation: Employer contribution to superannuation fund.

• Leave Loading: Additional payment for annual leave.

• Flexible Working: Hybrid work arrangements and flexible working conditions available, promoting work-life balance.

• Professional Development: Opportunities for continuous learning and capability building, including coaching and sharing best practices.

• Impactful Work: Opportunity to contribute to significant government initiatives that benefit the community.

• Job Security: Fixed-term contract until November 2029, offering stability.

Working Hours: Full-time, likely based on standard government working hours (e.g., 35-40 hours per week), with flexibility offered.

📝 Enhancement Note: The salary range provided is specific to the NSW Government's Clerk Grade 9/10 level, indicating a structured compensation framework. The benefits highlight the typical offerings within the public sector, with an emphasis on work-life balance and professional growth, which are attractive to operations and design professionals seeking stability and meaningful work.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (NSW Government, Department of Customer Services)

Company Size: The Department of Customer Service is a large government department, employing thousands across various agencies. The Long Service Corporation is a standalone agency within it.

Founded: The Long Service Corporation manages portable long service schemes for various industries, with a history tied to providing these benefits. The Department of Customer Service was established as part of broader government reforms.

Team Structure:

• The role is within the newly established Digital and Program Delivery team at the Long Service Corporation (LSC).

• This team is responsible for delivering new portable long service leave schemes and improving current ones.

• The Senior Service Designer will report to a manager within this team, likely contributing to a multidisciplinary group including project managers, developers, and policy advisors.

Methodology:

• User-Centered Design: A core methodology, emphasized through user research, co-design, and journey mapping.

• Agile Principles: Likely adopted for program delivery and continuous improvement initiatives, enabling iterative development and adaptation.

• Data-Driven Decision Making: While not explicitly stated, the focus on identifying inefficiencies and measuring performance implies a reliance on data to inform design and operational decisions.

• Process Optimization: A key objective, with design-led solutions aimed at improving efficiency and user experience.

Company Website: https://www.nsw.gov.au/ ; https://www.customerservice.nsw.gov.au/

📝 Enhancement Note: Working within NSW Government means adhering to public sector values, including integrity, accountability, and service. The "newly established Digital and Program Delivery team" suggests an environment focused on innovation and transformation, likely with a blend of established processes and a drive for modernization.

📈 Career & Growth Analysis

Operations Career Level: Senior Level. This role is not directly in traditional "Revenue Operations" or "Sales Operations" but shares many core competencies in process design, customer experience optimization, and system implementation, crucial for GTM success. It sits at a senior individual contributor level, focused on strategic design and implementation.

Reporting Structure: The Senior Service Designer will report to a manager within the Digital and Program Delivery team at the Long Service Corporation. This team itself is part of the Department of Customer Services.

Operations Impact: The role has a significant impact on the success of new government schemes by ensuring they are user-friendly, efficient, and accessible. This directly influences customer adoption, satisfaction, and the operational effectiveness of the schemes, mirroring the impact of RevOps/SalesOps on revenue generation and sales efficiency.

Growth Opportunities:

• Specialization: Deepen expertise in service design for public sector initiatives, focusing on complex policy implementation and digital transformation.

• Leadership: Transition into a Service Design Lead or Managerial role, overseeing design teams and strategic initiatives.

• Cross-Agency Experience: Gain exposure to diverse government service delivery models and contribute to broader public sector reform projects.

• Skill Development: Enhance capabilities in agile methodologies, stakeholder management in a complex governmental framework, and advanced user research techniques.

📝 Enhancement Note: While not a direct RevOps/SalesOps role, the skills developed here—process mapping, user journey optimization, stakeholder alignment, and driving efficiency—are highly transferable and valuable for senior operations roles. The government context offers a unique path for growth focused on public service impact and large-scale system implementation.

🌐 Work Environment

Office Type: Dedicated office space is available in both Sydney (McKell) and Gosford. The environment is likely professional and collaborative, typical of government agencies.

Office Location(s):

• Sydney: 2-24 Rawson Pl, SYDNEY NSW 2000

Workspace Context:

• Hybrid and Flexible: Employees are expected to work from the office, but hybrid and flexible working conditions are available, allowing for a blend of remote and in-office work.

• Collaborative: The role involves facilitating co-design workshops, suggesting an environment that encourages teamwork and cross-functional interaction.

• Technology-Enabled: As part of a digital and program delivery team, access to relevant design and collaboration tools is expected.

Work Schedule: Full-time, with flexibility offered. Standard government working hours likely apply, but the specific schedule can be discussed, accommodating hybrid work arrangements.

📝 Enhancement Note: The hybrid and flexible working conditions are a key aspect of the work environment, appealing to professionals who value work-life balance. The availability of office space in two distinct locations (metropolitan Sydney and regional Gosford) provides flexibility for candidates in different parts of NSW.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application: Submit resume and cover letter (if required), likely addressing key capabilities listed in the role description.

• Capability Assessment: The Capability Application Tool on the PSC NSW website is recommended for preparation, offering practice questions based on focus capabilities. This suggests an assessment of skills like communication, problem-solving, and stakeholder management.

• Interview(s): Likely involves behavioral and situational questions, assessing experience in service design, user research, stakeholder management, and problem-solving. Expect discussions around specific project examples from your portfolio.

• Portfolio Review: Candidates will likely be asked to present and discuss their portfolio, demonstrating their approach to service design, user-centered solutions, and impact.

• Final Selection: Based on a holistic assessment of skills, experience, cultural fit, and alignment with public sector values.

Portfolio Review Tips:

• Showcase End-to-End Process: Focus on case studies that illustrate your entire design journey, from initial problem definition and research through to solution design, implementation considerations, and outcome measurement.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the impact of your design solutions (e.g., improved user satisfaction scores, reduced process times, increased adoption rates).

• Highlight Collaboration: Include examples of how you've worked with diverse teams (developers, policy, business analysts) and facilitated workshops, showcasing your ability to translate complex needs.

• Address Government Context: If you have public sector experience, highlight it. If not, demonstrate an understanding of the unique challenges and opportunities in designing services for government.

• Structure for Clarity: Organize your portfolio logically, perhaps by project type or by demonstrating specific skills (e.g., a section for journey maps, a section for research findings).

Challenge Preparation:

• Service Design Challenge: Be prepared for a potential design exercise or case study that requires you to map a process, identify user pain points, or propose a service improvement based on a given scenario.

• Stakeholder Management Scenarios: Practice articulating how you would manage conflicting stakeholder needs or communicate complex design decisions to non-design audiences.

• Problem-Solving: Prepare to discuss how you approach identifying and solving complex operational or user experience problems within a regulated environment.

📝 Enhancement Note: The reference to the "Capability Application Tool" is a significant clue for preparation. Candidates should leverage this resource to understand the specific capabilities NSW Government prioritizes and tailor their application and interview responses accordingly. The portfolio review will be crucial for demonstrating practical application of service design principles.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma, Sketch, Adobe Creative Suite (Illustrator, XD), Miro, Mural for collaborative whiteboarding and ideation.

• Research Platforms: Tools for user testing, surveys (e.g., SurveyMonkey, Qualtrics), and analytics platforms.

• Project Management: Tools like Jira, Trello, Asana for tracking project progress and workflows.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics (or similar) for understanding user behavior on digital platforms.

• Data Visualization: Tableau, Power BI, or similar for creating dashboards to track service performance and user metrics.

CRM & Automation:

• While not a direct CRM role, familiarity with how customer data is managed and flows through government systems or digital platforms is beneficial. Understanding the principles of workflow automation to improve service delivery efficiency is key.

📝 Enhancement Note: While specific tools are not listed, a Senior Service Designer typically leverages a range of design, collaboration, and analytics tools. Proficiency in industry-standard design software and collaborative platforms is expected, along with an understanding of how to use data to inform design decisions and measure the impact of services.

👥 Team Culture & Values

Operations Values:

• Service Excellence: A commitment to delivering high-quality, user-centered services that meet the needs of the NSW public.

• Integrity & Accountability: Upholding public sector values, ensuring transparency, fairness, and responsibility in all actions.

• Collaboration: Working effectively across teams and with diverse stakeholders to achieve shared goals.

• Innovation: Embracing new ideas and approaches to improve service delivery and digital transformation.

• Inclusivity & Accessibility: Designing services that are usable and accessible to all members of the community, regardless of background or ability.

Collaboration Style:

• Cross-functional Integration: The role requires close collaboration with digital delivery teams, policy advisors, IT specialists, and potentially external stakeholders.

• Co-design Approach: Actively involving users and stakeholders in the design process to ensure solutions are relevant and effective.

• Open Communication: Encouraging honest feedback and constructive dialogue to refine designs and processes.

• Knowledge Sharing: A culture of sharing best practices and learnings to build collective capability within the team and agency.

📝 Enhancement Note: NSW Government emphasizes a strong set of public sector values. For a Senior Service Designer, this translates to a focus on designing services that are equitable, efficient, and meet the needs of a diverse public, underpinned by ethical considerations and transparent processes.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Bureaucracy: Implementing design changes within a large, established public sector organization can involve complex approval processes and stakeholder alignment.

• Balancing Diverse Needs: Reconciling the needs of various user groups, business objectives, and technical constraints within a public service context.

• Legacy Systems: Potentially integrating new service designs with older, existing government IT systems, requiring creative problem-solving.

• Measuring Impact: Quantifying the success of service design initiatives, especially in terms of public benefit and operational efficiency, can be complex.

Learning & Development Opportunities:

• Public Sector Service Design: Gaining specialized expertise in designing services within a regulated, public-facing environment.

• Digital Transformation Projects: Contributing to large-scale digital initiatives that have a broad societal impact.

• Leadership Development: Opportunities to mentor junior staff and take on more strategic design leadership roles.

• Industry Best Practices: Staying abreast of evolving trends in service design, user experience, and digital government.

📝 Enhancement Note: The challenges are typical of large-scale government projects, requiring resilience, strong stakeholder management, and a deep understanding of process. The growth opportunities are significant for those looking to make a tangible impact on public services and develop expertise in a unique sector.

💡 Interview Preparation

Strategy Questions:

• Service Design Strategy: "How would you approach designing a new portable long service leave scheme from scratch, considering both digital and physical touchpoints?" (Focus on your methodology, research plans, and stakeholder engagement strategy.)

• Stakeholder Management: "Describe a time you had to balance conflicting user needs and business requirements. How did you achieve consensus and drive the project forward?" (Highlight your communication, negotiation, and problem-solving skills.)

• Problem-Solving & Efficiency: "Imagine you've identified a significant inefficiency in a current government service. How would you go about analyzing it and proposing a design-led solution?" (Emphasize your analytical process, design thinking application, and ability to justify solutions with potential ROI.)

Company & Culture Questions:

• "What interests you about working for the NSW Government and specifically on the Long Service Corporation's initiatives?" (Research the LSC's mission and the Department of Customer Service's goals.)

• "How do you ensure inclusivity and accessibility in your service design work?" (Connect this to the NSW Government's diversity and inclusion values.)

Portfolio Presentation Strategy:

• Tell a Story: For each case study, clearly articulate the problem, your role and approach, the solutions you designed, the challenges you overcame, and the measurable outcomes.

• Focus on Process: Explain your thinking process, your research methods, and how you translated insights into design decisions.

• Demonstrate Collaboration: Highlight how you worked with other teams and stakeholders.

• Be Concise: Respect the interviewer's time by presenting key information efficiently. Be prepared to dive deeper into specific areas upon request.

📝 Enhancement Note: Preparation should heavily involve understanding the NSW Government's public sector values and the specific mission of the Long Service Corporation. Leveraging the provided "Capability Application Tool" will be crucial for tailoring responses to align with their assessment criteria.

📌 Application Steps

To apply for this operations-aligned position:

• Submit your application through the provided link on nswconnect.csod.com.

• Portfolio Customization: Prepare your portfolio to specifically highlight projects demonstrating leadership in service design, user research, journey mapping, and implementing design-led solutions for efficiency and user experience improvements. Tailor your case studies to showcase experience in government or complex regulatory environments if possible.

• Resume Optimization: Ensure your resume clearly articulates your experience in service design, user-centered methodologies, stakeholder management, and achieving measurable outcomes. Use keywords from the job description such as "service blueprints," "journey mapping," "user research," and "design thinking."

• Capability Assessment Practice: Utilize the "Capability Application Tool" linked in the job description to understand the expected competencies and practice answering potential interview questions related to problem-solving, communication, and stakeholder engagement.

• Company Research: Investigate the Long Service Corporation's current schemes, the Department of Customer Service's strategic objectives, and the NSW Government's commitment to digital transformation and public service delivery. Understand their values and priorities to articulate your fit.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.