Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer (Consultant Contractor)

Company: V2 Digital

Location: Sydney, New South Wales, Australia

Job Type: Contract

Category: Service Design / Consulting

Date Posted: 2026-03-27

Experience Level: 5-10 Years

Remote Status: Hybrid (with remote flexibility within Australia)

🚀 Role Summary

• Lead end-to-end service design initiatives for enterprise clients, focusing on AI-Native solutions and data-driven outcomes.

• Develop and execute comprehensive service blueprints and customer journey maps to optimize digital, human, and operational touchpoints.

• Drive strategic improvements in customer experience by identifying pain points and designing scalable, efficient future-state service models.

• Facilitate critical stakeholder alignment, co-design sessions, and user research to inform impactful service design decisions.

• Collaborate closely with product, engineering, and AI teams, leveraging systems thinking to ensure cohesive organizational implementation.

📝 Enhancement Note: This role is framed as a contractor position for a Senior Service Designer within an AI-Native consultancy. The emphasis on "AI-Native," "Data & AI," and "Enterprise" clients suggests a focus on complex, technology-driven service transformation projects. The hybrid nature implies a need for on-site presence for key collaborative activities, balanced with remote work flexibility.

📈 Primary Responsibilities

• Spearhead the end-to-end design of customer journeys and comprehensive service blueprints, ensuring alignment with client business objectives and AI strategies.

• Conduct in-depth current-state experience mapping across digital platforms, human interactions, and operational workflows to identify systemic issues.

• Proactively identify and analyze pain points, inefficiencies, and untapped opportunities within the client's existing service ecosystem.

• Architect and design innovative future-state service models that demonstrably improve both customer satisfaction and key business outcomes.

• Facilitate highly effective workshops, co-design sessions, and stakeholder alignment meetings to foster collaboration and drive consensus.

• Lead and execute comprehensive user research initiatives, synthesizing insights into actionable recommendations for service enhancement.

• Foster strong collaboration with product management, engineering, and AI/ML teams to seamlessly translate high-level service concepts into tangible, deliverable solutions.

• Apply a robust systems-thinking approach to ensure that designed services are integrated, scalable, and effective across the entire organizational structure.

📝 Enhancement Note: The responsibilities highlight a hands-on leadership role in service design, requiring not just design skills but also strong facilitation, research, and cross-functional collaboration capabilities. The emphasis on "AI-Native," "Data & AI," and "Enterprise" clients suggests a need to understand and integrate advanced technologies into service design.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a Bachelor's or Master's degree in Design, Human-Computer Interaction (HCI), Business, or a related field is often preferred for senior roles in consulting. Relevant certifications in service design or agile methodologies are also advantageous.

Experience: Minimum of 5-10 years of progressive experience in service design, UX design, or a related consulting field, with a significant focus on complex, end-to-end engagements.

Required Skills:

• Demonstrated mastery of service design methodologies, including creating detailed journey maps, service blueprints, and ecosystem maps.

• Proven track record of successfully leading complex, end-to-end service design projects from conception to implementation.

• Exceptional facilitation skills, with a demonstrated ability to lead diverse groups, manage conflict, and drive stakeholder alignment.

• Extensive experience conducting qualitative and quantitative user research, and translating findings into actionable service design strategies.

• Strong ability to connect user experience requirements with intricate business processes and operational models.

• Practical experience working within Agile frameworks and cross-functional, collaborative team environments.

Preferred Skills:

• Experience within an AI-Native consultancy or working on AI-driven transformation projects.

• Familiarity with data analytics and AI governance principles as they relate to service design.

• Experience with specific design and prototyping tools (e.g., Figma, Sketch, Adobe XD, Miro).

• Knowledge of enterprise-level systems and their integration points.

• Consulting experience with large, complex organizations.

📝 Enhancement Note: The requirements emphasize practical, portfolio-driven experience in service design, leadership in complex projects, and strong interpersonal skills. The mention of "AI-Native" and "Data & AI" suggests a preference for candidates who can bridge design thinking with technological innovation.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio showcasing a minimum of 3-5 complex, end-to-end service design projects.

• Clear documentation of journey maps, service blueprints, and ecosystem maps, demonstrating depth of analysis and strategic thinking.

• Case studies that detail the problem, your role, the process, key insights, design solutions, and measurable outcomes.

• Evidence of translating user research and stakeholder input into tangible design artifacts and strategic recommendations.

Process Documentation:

• Ability to articulate and document the service design process employed for each project, including research, ideation, prototyping, testing, and implementation phases.

• Demonstrations of how you have mapped current-state processes and designed optimized future-state workflows.

• Examples of how you have collaborated with engineering and AI teams to bring service designs to life, highlighting integration points.

• Case studies that quantify the impact of your service design interventions, focusing on ROI and business value.

📝 Enhancement Note: A strong portfolio is critical for this role, serving as the primary evidence of a candidate's ability to execute complex service design projects. The focus on "end-to-end," "complex environments," and "business outcomes" indicates a need for detailed, results-oriented case studies.

💵 Compensation & Benefits

Salary Range: As a Senior Service Designer (Contractor) in Sydney, Australia, with 5-10 years of experience and specialized skills in AI-native consulting, the estimated hourly rate is typically between AUD $90 - $140 per hour, or an equivalent annual contract value of AUD $187,200 - $291,200, depending on the specific project scope, V2 Digital's client rates, and the candidate's negotiation.

Benefits:

• Competitive contract rate reflecting senior-level expertise and specialized AI/data consulting.

• Opportunity to work with high-profile enterprise clients on cutting-edge AI and data initiatives.

• Exposure to a dynamic, fast-paced AI-Native consultancy environment.

• Flexible hybrid work arrangement, balancing remote work with essential on-site collaboration.

• Professional development opportunities through project exposure and team collaboration.

• Potential for contract extension or future engagements based on performance and project needs.

Working Hours: Standard full-time contract hours are typically 40 hours per week. While a hybrid model is offered, specific on-site days will likely be determined by project needs and team collaboration requirements, often negotiated with the client and V2 Digital.

📝 Enhancement Note: Salary is estimated based on typical contractor rates for senior service designers in Sydney, Australia, considering the specialized nature of AI-Native consulting and the 5-10 year experience bracket. This is a contract role, so benefits are typically less comprehensive than permanent positions and are often reflected in a higher hourly rate.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Consulting (Specializing in AI-Native Solutions, Data & AI)

Company Size: V2 Digital is backed by $30m in VC funding, indicating a growth-stage company, likely with a team size ranging from 50-200 employees. This suggests a dynamic, agile environment with opportunities for significant impact.

Founded: The company's backing by significant VC funding implies a relatively recent founding or a period of substantial growth and investment, likely within the last 5-10 years, focusing on disruptive AI technologies.

Team Structure:

• The Service Design function likely operates within a broader consulting practice, potentially alongside AI Strategy, Data Engineering, and AI Enablement teams.

• This role is expected to work in cross-functional project teams, reporting to a Program Lead, Engagement Manager, or a Senior Partner depending on the project's scale.

Methodology:

• V2 Digital likely employs a hybrid methodology, combining agile principles for iterative development with structured consulting frameworks for strategic planning and client engagement.

• Emphasis on data-driven insights and AI-powered solutions will be central to their approach.

• Co-design and iterative feedback loops with clients and end-users are crucial for ensuring successful service transformation.

Company Website: https://www.v2.digital/ (Inferred from domain)

📝 Enhancement Note: The company culture is likely fast-paced, innovative, and client-focused, driven by cutting-edge AI technology. The VC backing suggests a growth-oriented environment that values rapid problem-solving and tangible results.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Senior Consultant/Designer level, requiring independent leadership on client engagements. It sits above mid-level designers and below Principal or Director roles. The focus is on deep expertise and client-facing project delivery.

Reporting Structure: As a contractor, the reporting structure will be project-specific, likely to a V2 Digital Engagement Manager or Project Lead, and will involve close collaboration with client-side counterparts.

Operations Impact: The Senior Service Designer directly influences how clients leverage AI and data to transform customer experiences and operational efficiencies. Their work is critical in ensuring that technology investments translate into measurable business outcomes, impacting client revenue, customer loyalty, and market competitiveness.

Growth Opportunities:

• For contractors, growth often means securing longer-term engagements, leading larger or more complex projects, or building a strong reputation that leads to repeat business.

• Opportunities exist to deepen expertise in AI-driven service design, gain exposure to a wide range of enterprise challenges, and potentially transition into full-time roles or move into more senior advisory positions within V2 Digital or client organizations.

• Developing a strong network within V2 Digital and its client base can open doors to future high-impact projects.

📝 Enhancement Note: For a contractor role, "growth" is often measured by project complexity, client impact, and the potential for sustained engagement or future opportunities. The role offers significant exposure to enterprise AI challenges.

🌐 Work Environment

Office Type: The role is described as "Hybrid," suggesting a mix of remote work and in-office collaboration. V2 Digital likely maintains a professional office space in Sydney, designed to support client meetings, team workshops, and collaborative design sprints.

Office Location(s): Sydney, New South Wales, Australia. Specific office address would be provided upon engagement, but it would be centrally located to facilitate client access.

Workspace Context:

• The work environment will be dynamic, involving client site visits, remote collaboration sessions, and focused individual work.

• Access to robust collaboration tools and a supportive team culture for knowledge sharing and problem-solving is expected.

• Opportunities to work alongside leading AI practitioners and experienced consultants.

Work Schedule: A standard 40-hour work week is expected, with flexibility often afforded through the hybrid model. However, project deadlines and client needs may require occasional extended hours, particularly during critical project phases.

📝 Enhancement Note: The hybrid nature implies a need for self-discipline and strong remote work capabilities, balanced with the ability to be present and highly collaborative in person for key meetings and workshops.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A recruiter or hiring manager will review your application and portfolio. Focus on showcasing your most relevant and impactful end-to-end service design projects.

• Technical Interview / Portfolio Review: Expect a deep dive into your portfolio. Be prepared to walk through 1-2 key projects, explaining your process, role, key decisions, challenges, and outcomes. Focus on how you applied service design principles to solve complex business problems.

• Stakeholder Simulation / Workshop: You might be asked to facilitate a mini-workshop or present a solution to a hypothetical problem, demonstrating your facilitation, problem-solving, and communication skills.

• Cultural Fit / Team Interview: Discussions to assess your alignment with V2 Digital's culture, your collaboration style, and your ability to work in a fast-paced, client-facing environment.

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate end-to-end service design, complexity, and impact. Highlight AI-related or data-driven projects if possible.

• Tell a Story: For each project, clearly articulate the problem, your specific contribution, the methodologies used, the insights gained, the design solutions, and the tangible results (quantify where possible – e.g., improved conversion rates, reduced support tickets, increased customer satisfaction scores).

• Show Your Process: Clearly illustrate your journey maps, service blueprints, and ecosystem maps. Explain how these artifacts informed your design decisions.

• Highlight Collaboration: Demonstrate how you worked with diverse teams (product, engineering, AI, business stakeholders) and managed stakeholder expectations.

Challenge Preparation:

• Be ready to discuss your approach to diagnosing complex service issues and designing holistic solutions.

• Prepare examples of how you've used user research to drive design decisions and how you've connected customer experience with operational realities.

• Practice articulating your understanding of AI's role in modern service design and its potential impact.

📝 Enhancement Note: The interview process will heavily scrutinize your portfolio and your ability to articulate your design process and impact. Demonstrating a strong understanding of how service design integrates with AI and data initiatives will be a key differentiator.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Figma, Sketch, Adobe XD, Miro, Mural for collaborative whiteboarding, journey mapping, and prototyping.

• User Research Tools: Tools for surveys (e.g., SurveyMonkey, Typeform), user interviews, and usability testing platforms.

• Project Management: Tools like Jira, Asana, Trello to manage project tasks and workflows within Agile environments.

Analytics & Reporting:

• Familiarity with analytics platforms (e.g., Google Analytics, Adobe Analytics) to understand user behavior and service performance.

• Experience interpreting data from CRM systems or customer feedback platforms.

CRM & Automation:

• Understanding of how CRM systems (e.g., Salesforce) store customer data and influence service touchpoints.

• Awareness of workflow automation tools and their potential to streamline service delivery.

• Experience with integration concepts that connect different technology systems to create seamless user experiences.

📝 Enhancement Note: While specific tool requirements aren't listed, proficiency in industry-standard design and collaboration tools is assumed. An understanding of how service design integrates with broader enterprise technology stacks, including AI platforms and analytics, is highly valued.

👥 Team Culture & Values

Operations Values:

• Client-Centricity: A deep commitment to understanding and solving client challenges through innovative service design.

• Data-Driven Innovation: Leveraging data and AI insights to inform design decisions and drive measurable business outcomes.

• Collaboration & Co-creation: Fostering an environment where diverse perspectives are valued, and solutions are built collaboratively with clients and internal teams.

• Excellence & Impact: Striving for high-quality deliverables that create significant, lasting impact for clients.

• Agility & Adaptability: Embracing change and iterating quickly in response to new information and evolving client needs.

Collaboration Style:

• Highly collaborative, with a strong emphasis on cross-functional teamwork between design, AI, engineering, and business strategy.

• Open communication and constructive feedback are encouraged to ensure the best possible outcomes.

• A proactive approach to stakeholder engagement and management is expected.

📝 Enhancement Note: The culture likely mirrors that of a fast-growing tech consultancy: dynamic, innovative, and focused on delivering tangible results for clients, with a strong emphasis on collaboration and leveraging advanced technologies like AI.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating complex enterprise environments with diverse stakeholders and legacy systems.

• Translating cutting-edge AI concepts into practical, user-friendly service designs.

• Demonstrating the ROI of service design initiatives, particularly in the context of AI adoption.

• Balancing client demands with the need for robust, scalable, and ethical service design.

Learning & Development Opportunities:

• Gaining deep expertise in applying service design principles to AI-Native solutions.

• Exposure to a wide array of enterprise-level challenges and industries.

• Opportunities to mentor junior designers or contribute to V2 Digital's service design practice development.

• Building a strong professional network within the AI and consulting sectors.

• Potential for contract extensions or future project opportunities.

📝 Enhancement Note: The challenges are typical for senior consultants working on transformative projects. Growth opportunities are tied to deepening specialized knowledge and expanding professional networks within the AI and consulting space.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex end-to-end service design project you led. What was the challenge, your approach, the key insights, and the measurable outcomes?" (Focus on demonstrating your process, systems thinking, and impact).

• "How do you approach mapping current-state experiences across digital, human, and operational touchpoints?" (Showcase your methodology for comprehensive analysis).

• "How would you facilitate a co-design workshop with a diverse group of stakeholders, including technical and non-technical individuals?" (Prepare to discuss your facilitation techniques and how you ensure inclusivity).

Company & Culture Questions:

• "What interests you about V2 Digital and our focus on AI-Native solutions?" (Research V2 Digital's work, clients, and mission).

• "How do you approach collaborating with AI and engineering teams to translate service concepts into delivery?" (Emphasize your understanding of technical constraints and opportunities).

Portfolio Presentation Strategy:

• Structure Your Narrative: For each case study, follow a clear story arc: problem, your role, process, insights, solution, and results.

• Visualize Your Process: Use your journey maps, blueprints, and other artifacts to visually guide the interviewer through your thinking.

• Quantify Impact: Whenever possible, present metrics that demonstrate the success of your designs (e.g., increased NPS, reduced churn, improved efficiency).

• Be Ready for Deep Dives: Anticipate detailed questions about your design decisions, research methods, and how you handled challenges.

📝 Enhancement Note: Preparation should focus on clearly articulating your service design process, demonstrating your ability to handle complex projects, and showcasing how you integrate user needs with business objectives, particularly in the context of AI and data.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on Workable.

• Curate Your Portfolio: Ensure your portfolio prominently features 3-5 of your most impactful end-to-end service design projects, clearly detailing your process, role, and measurable outcomes.

• Tailor Your Resume: Highlight keywords related to service design, journey mapping, AI, consulting, Agile, and stakeholder management. Quantify achievements wherever possible.

• Prepare Your Narrative: Practice walking through your key portfolio projects, focusing on problem-solving, collaboration, and impact. Be ready to discuss your approach to complex service design challenges.

• Research V2 Digital: Understand their focus on AI-Native solutions, their client base, and their delivery model to articulate your interest and cultural 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.

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