Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: myCareer - NSW Government

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

Job Type: Ongoing, Full-Time

Category: Service Design / UX Design / Government Digital Transformation

Date Posted: April 15, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the design and delivery of human-centred, inclusive, and transformational employee experiences within the NSW Department of Customer Service (DCS).

• Drive research initiatives to deeply understand user and business needs, translating insights into actionable, scalable digital solutions.

• Develop and present comprehensive service design artefacts, including journey maps, personas, and blueprints, to foster shared understanding and alignment.

• Champion inclusive design principles and accessibility standards (WCAG 2.2) across all project phases, ensuring solutions are accessible by default.

• Collaborate closely with cross-functional teams, including People and Culture, product managers, and developers, to balance user needs with business priorities.

📝 Enhancement Note: This role is categorized under Service Design and UX Design within the Government and Public Sector domain, with a strong emphasis on digital transformation and employee experience. The hybrid work arrangement suggests a blend of remote work with occasional on-site collaboration.

📈 Primary Responsibilities

• Lead human-centred design methodologies to support the delivery of customer experience initiatives on complex, strategic government projects.

• Conduct in-depth research to build a comprehensive understanding of diverse stakeholder needs (users, managers, operational teams) and translate findings into end-to-end service designs.

• Create and present service design artefacts such as journey maps, personas, blueprints, and process maps to effectively communicate complex issues and proposed solutions.

• Utilize human-centred design methods to gather insights and develop actionable, measurable solutions that enhance employee experiences.

• Employ effective storytelling techniques to communicate complex information, making insights accessible and driving clear decision-making for diverse audiences.

• Contribute UX/UI design input through the creation of mock-ups and prototypes using industry-standard tools like Miro and Figma.

• Integrate inclusive design principles and accessibility standards (e.g., WCAG 2.2) into all design outputs and processes.

• Foster collaborative relationships with users, employee networks, People and Culture teams, product managers, and developers to co-create optimal experiences.

• Plan and execute usability and accessibility testing, iterating on designs based on feedback to ensure practical and intuitive interfaces.

📝 Enhancement Note: The responsibilities emphasize a leadership role in service design, requiring the ability to manage research, design artefacts, and cross-functional collaboration. The focus on complex government projects implies a need for strong stakeholder management and the ability to navigate public sector environments and policies.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong portfolio demonstrating expertise in service design, UX, and human-centred design principles is paramount. Relevant certifications in design thinking, UX, or accessibility are advantageous.

Experience: A minimum of 5-10 years of progressive experience in Service Design, UX Design, or a related field, with a proven track record of leading design initiatives in complex environments.

Required Skills:

• Extensive experience in leading human-centred design methodologies.

• Proven ability to conduct and synthesize user research to inform design decisions.

• Expertise in creating service design artefacts (journey maps, personas, blueprints, process maps).

• Strong proficiency in design and collaboration tools such as Miro and Figma.

• Demonstrated understanding and application of inclusive design principles and accessibility standards (WCAG 2.2).

• Excellent communication and presentation skills, with the ability to articulate complex concepts and influence diverse stakeholder groups.

• Experience in planning and conducting usability and accessibility testing.

Preferred Skills:

• Experience working within a product squad in an Agile environment.

• Familiarity with digital product design and UI/UX input.

• Experience in government or large-scale organizational settings.

• Strategic and delivery-focused mindset with a proven ability to translate complex issues into compelling stories and clear solutions.

• Comfort working independently in complex, ambiguous, or uncertain environments.

📝 Enhancement Note: The requirements highlight a blend of technical design skills and strong soft skills, emphasizing the ability to lead, influence, and collaborate within a public sector context. Experience in Agile delivery and digital product design is a significant advantage, suggesting a modern approach to service development.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase a minimum of 3-5 comprehensive case studies demonstrating end-to-end service design projects.

• Each case study should clearly articulate the problem statement, the research methodology employed, key insights derived, design solutions developed (including artefacts like journey maps, wireframes, prototypes), and the measurable impact or outcomes achieved.

• Highlight specific examples of how human-centred design, inclusive design, and accessibility principles were integrated into the design process.

• Demonstrate proficiency with design tools (e.g., Figma, Miro) through visual examples of prototypes, journey maps, or other design artefacts.

Process Documentation:

• Clearly outline the design and research processes followed for each project, emphasizing the iterative nature of service design.

• Detail how research findings were synthesized and translated into actionable design recommendations.

• Document the methods used for user testing and how feedback led to design improvements.

• Illustrate how accessibility and inclusion were systematically embedded into the workflow, not as an afterthought.

📝 Enhancement Note: A strong portfolio is critical for this role, serving as tangible evidence of the candidate's ability to apply service design principles in practice. The emphasis on government projects and inclusive design suggests a need for portfolios that demonstrate an understanding of complex stakeholder environments and a commitment to equitable service delivery.

💵 Compensation & Benefits

Salary Range: $129,464 - $142,665 AUD per annum (Clerk Grade 9/10) + Superannuation.

Benefits:

• Generous superannuation contributions.

• Opportunity to work on impactful digital transformation projects for the NSW Government.

• Hybrid work model offering flexibility between home and office.

• Access to professional development and learning opportunities.

• Supportive team environment within the People Innovation and Experience (PIE) Enablement practice.

• Potential for career advancement and inclusion in future talent pools.

Working Hours: 35 hours per week, indicative of a standard full-time role with potential for flexibility within the hybrid arrangement.

📝 Enhancement Note: The salary range provided is specific to NSW Government Clerk Grade 9/10, reflecting a competitive offering for a senior role in the Australian public sector. The inclusion of superannuation is standard for Australian employment. The hybrid nature of the role acknowledges the modern work landscape while maintaining team connectivity.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector, Digital Transformation, Customer Service. The NSW Department of Customer Service (DCS) is a global leader in government digital transformation and social innovation, focused on improving services for the people of NSW.

Company Size: Large (part of the NSW Government, which employs a significant number of people). This scale implies complex organizational structures and a broad impact.

Founded: The NSW Department of Customer Service was established as part of a government machinery of government change. This context suggests a focus on modernization and efficiency within public services.

Team Structure:

• The Senior Service Designer will join the People Innovation and Experience (PIE) Enablement practice within DCS People and Culture.

• This is described as a "small practice," suggesting a close-knit, agile team environment.

• The role reports to the Associate Director, Enablement, indicating a clear reporting line within a specialized function.

Methodology:

• The team utilizes human-centred design (HCD) and user experience (UX) methodologies as core to their approach.

• Emphasis is placed on research, synthesis, ideation, prototyping, and testing to create inclusive and seamless employee experiences.

• Agile methodologies are preferred, particularly in digital product design and delivery.

• A strong focus on data-driven insights and continuous improvement is inherent in designing and iterating on user-facing solutions.

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

📝 Enhancement Note: The team operates within a large government department but functions as a specialized, smaller practice. This offers the best of both worlds: the impact and resources of a large organization combined with the agility and focus of a dedicated team. The culture likely values innovation, user advocacy, and public service.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior Service Designer role, indicating a mid-to-senior level position with significant autonomy and responsibility for leading design initiatives. It requires not only design execution but also strategic thinking, stakeholder influence, and mentorship potential.

Reporting Structure: The role reports to an Associate Director, suggesting a clear hierarchy within the PIE Enablement practice. This provides a direct path for guidance and career development discussions.

Operations Impact: The Senior Service Designer will have a direct impact on improving employee experiences across the entire NSW Department of Customer Service. This involves shaping tools, processes, and digital experiences that affect the daily work and productivity of thousands of employees, contributing to the broader goals of digital transformation and service delivery excellence.

Growth Opportunities:

• Skill Advancement: Opportunity to deepen expertise in human-centred design, accessibility, and inclusive design within a large government context. Exposure to diverse projects and complex user needs will foster continuous learning.

• Leadership Development: Potential to lead design projects, mentor junior designers (if applicable), and influence strategic decisions regarding employee experience. The role's senior nature provides a platform to build leadership capabilities.

• Career Progression: The creation of a talent pool from this process suggests opportunities for future roles within DCS or other NSW Government departments. Advancement could lead to Lead Service Designer, Head of UX/Service Design, or Product Management roles.

📝 Enhancement Note: This role offers a significant opportunity for career growth within the Australian public sector. The focus on service design in a government context provides unique challenges and learning experiences, particularly in areas like accessibility and large-scale user engagement.

🌐 Work Environment

Office Type: Hybrid work environment, allowing for a blend of remote work and on-site collaboration. This promotes flexibility while ensuring team cohesion and access to office resources.

Office Location(s): The role can be based in Sydney, Gosford, or Newcastle, NSW. This offers geographical flexibility for candidates within these regions.

Workspace Context:

• Collaborative Environment: The PIE Enablement practice is a "small practice," fostering close collaboration among team members. Regular interaction with People and Culture teams, product managers, and developers is expected.

• Tools & Technology: Access to industry-standard design tools like Miro and Figma will be provided, enabling effective digital design and collaboration.

• Impactful Projects: The workspace is geared towards driving significant digital transformation initiatives that have a tangible impact on employee experience across a large government department.

Work Schedule: A standard full-time schedule of 35 hours per week is indicated, with the hybrid arrangement likely offering some flexibility in daily scheduling, accommodating focused work and collaborative sessions.

📝 Enhancement Note: The hybrid model is a key feature, appealing to professionals seeking work-life balance. The choice of locations (Sydney, Gosford, Newcastle) broadens the candidate pool and provides options for those living in or willing to relocate to these NSW regions.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of applications and portfolios against the stated requirements. Candidates with strong portfolios demonstrating relevant experience will be shortlisted.

• Capability Assessment: Likely involves interviews or assessment centres focused on the core capabilities outlined in the role description (e.g., human-centred design, research, communication, collaboration). Preparation using the NSW Public Service Commission's Capability Application Tool is highly recommended.

• Design Challenge/Case Study: A practical exercise or presentation where candidates are asked to discuss their approach to a design problem or present a portfolio case study. This assesses problem-solving skills, design thinking, and communication effectiveness.

• Final Interview: Discussion with the hiring manager (Mick Bourke) and potentially other senior stakeholders to assess cultural fit, strategic thinking, and overall suitability for the Senior Service Designer role.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your strongest, most relevant projects that showcase your end-to-end service design capabilities, especially those involving complex stakeholder environments or government/large organizations.

• Tell a Story: For each project, clearly articulate the problem, your role, the process you followed (research, ideation, design, testing), your key contributions, and the measurable outcomes. Use compelling visuals.

• Highlight HCD & Accessibility: Explicitly detail how you applied human-centred design principles and ensured inclusivity and accessibility (WCAG 2.2) throughout the project lifecycle.

• Demonstrate Tool Proficiency: Include examples of artefacts created in Miro, Figma, or similar tools.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the success and impact of your design solutions.

Challenge Preparation:

• Understand NSW Government Context: Research the NSW Department of Customer Service's mission, values, and current digital initiatives. Understand the unique challenges and opportunities of designing services for a public sector audience.

• Review Capabilities: Familiarize yourself with the NSW Public Service Capability Framework and prepare examples for each capability listed in the role description. The Capability Application Tool is an excellent resource.

• Practice Presentation: Rehearse presenting your portfolio case studies concisely and engagingly. Be ready to answer in-depth questions about your design process and decision-making.

• Prepare Questions: Have thoughtful questions ready for the interviewers about the team, projects, challenges, and culture.

📝 Enhancement Note: The NSW Government's structured recruitment process emphasizes capabilities. Candidates should leverage the provided Capability Application Tool and focus on demonstrating their experience through concrete examples aligned with the role's requirements. A well-prepared portfolio and practice with presentation are crucial for success.

🛠 Tools & Technology Stack

Primary Tools:

• Miro: Essential for collaborative whiteboarding, brainstorming, journey mapping, and process visualization. Proficiency in creating and organizing complex diagrams is key.

• Figma: Critical for UI/UX design, wireframing, prototyping, and creating design mock-ups. Experience in building design systems or component libraries is a plus.

Analytics & Reporting:

CRM & Automation:

• Experience with tools that manage customer or employee data and automate workflows might be helpful for understanding the systems that service designs will integrate with, though direct CRM administration is not the primary focus.

📝 Enhancement Note: The core technology stack for this role revolves around design and collaboration tools: Miro for ideation and mapping, and Figma for detailed design and prototyping. While specific CRM or automation tool experience isn't mandated, an understanding of how these systems operate and integrate with user-facing services is valuable for holistic service design.

👥 Team Culture & Values

Operations Values:

• Human-Centred: A deep commitment to understanding and prioritizing user needs in all design decisions.

• Inclusive & Accessible: Designing for everyone, ensuring solutions are equitable and usable by people of all abilities and backgrounds. This aligns with WCAG 2.2 standards.

• Transformational: Driving positive change and innovation within government services to improve outcomes for the people of NSW.

• Collaborative: Working effectively across teams and departments, fostering shared understanding and co-creating solutions.

• Data-Driven: Utilizing research and analytics to inform design choices and measure impact.

• Efficiency & Scalability: Creating solutions that are practical, sustainable, and can be effectively implemented across a large organization.

Collaboration Style:

• Cross-Functional Integration: Expect close collaboration with People and Culture teams, product managers, developers, and potentially policy advisors to ensure designs are aligned with business goals, technical feasibility, and regulatory requirements.

• Co-Design Approach: Actively involving users and stakeholders in the design process through workshops, feedback sessions, and co-creation activities.

• Open Communication: Encouraging open dialogue, constructive feedback, and knowledge sharing within the PIE Enablement practice and with project teams.

📝 Enhancement Note: The team culture is clearly oriented towards modern, user-centric design practices within a public service framework. Values like inclusivity, accessibility, and transformation are not just buzzwords but integral to the department's mission and the role's responsibilities.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complexity: Working within a large government department presents challenges related to bureaucracy, diverse stakeholder interests, and legacy systems. Developing strategies to navigate these complexities effectively is key.

• Balancing Needs: The role requires balancing the needs of diverse user groups, business priorities, technical feasibility, and compliance requirements, demanding strong negotiation and prioritization skills.

• Driving Adoption: Ensuring that designed services are effectively adopted by employees and integrated into existing workflows can be a significant challenge, requiring change management and ongoing support.

• Measuring Impact: Quantifying the impact of service design initiatives in a public sector context can be complex, requiring robust metrics and reporting strategies.

Learning & Development Opportunities:

• Specialized Training: Opportunities to attend workshops, conferences, or pursue certifications in advanced service design, UX, accessibility, and digital transformation.

• Cross-Disciplinary Exposure: Gaining experience working with various government functions, understanding policy development, and collaborating with technical teams.

• Mentorship: Potential for mentorship from senior leaders within DCS or the broader NSW Government digital community.

• Industry Influence: Contributing to the advancement of service design practices within the public sector and influencing future government digital strategies.

📝 Enhancement Note: The challenges presented are typical of senior roles in large, complex organizations, particularly in the public sector. These are framed as opportunities for growth, encouraging candidates to demonstrate problem-solving skills and a proactive approach to learning and development.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex project where you had to balance the needs of multiple, competing stakeholder groups. How did you approach this challenge, and what was the outcome?" (Focus on negotiation, influence, and outcome-based storytelling.)

• "Walk us through your process for designing an inclusive and accessible digital service from inception to delivery. What specific methodologies and tools did you use?" (Highlight HCD, accessibility standards, research, and tool proficiency.)

Company & Culture Questions:

• "What interests you about working for the NSW Government and specifically the Department of Customer Service?" (Research DCS's mission, values, and recent digital initiatives.)

• "How do you approach collaboration within a cross-functional team, especially when working with product managers and developers in an Agile environment?" (Provide examples of your collaborative style and how you foster shared understanding.)

Portfolio Presentation Strategy:

• Structure for Impact: For each case study, clearly state the objective, your role, the problem, your process, your key contributions, and the results. Aim for a narrative that flows logically and highlights your problem-solving abilities.

• Visual Storytelling: Use high-quality visuals of your design artefacts (journey maps, wireframes, prototypes) to illustrate your points. Ensure they are clear and easy to interpret.

• Focus on "Why" and "How": Be prepared to explain the rationale behind your design decisions and the specific methods you employed. Don't just show what you did, explain why you did it and how it led to a better outcome.

• Engage Your Audience: Treat the portfolio review as a conversation. Be enthusiastic, confident, and ready to answer questions thoroughly. Demonstrate your passion for user-centred design.

📝 Enhancement Note: The interview process will heavily assess capabilities relevant to public sector service design. Candidates should prepare specific examples that demonstrate leadership, strategic thinking, and a deep understanding of human-centred and inclusive design principles. Utilizing the NSW Public Service Capability Framework will be key.

📌 Application Steps

To apply for this Senior Service Designer position:

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

• Portfolio Customization: Tailor your resume and portfolio to highlight experience in human-centred design, accessibility, inclusive design, and working within complex organizational structures, particularly government or large enterprises.

• Resume Optimization: Ensure your resume clearly articulates your experience in service design, UX/UI, research, and stakeholder management, using keywords from the job description. Quantify achievements where possible.

• Capability Alignment: Review the NSW Public Service Capability Framework and prepare specific examples of how you have demonstrated these capabilities in your career. Use the provided Capability Application Tool for practice.

• Company Research: Thoroughly research the NSW Department of Customer Service, its mission, current digital projects, and its commitment to employee experience and digital transformation. Understand the context of public sector service delivery.

⚠️ 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.