Service Designer

📍 Job Overview

Job Title: Service Designer

Company: myCareer - NSW Government (Building Commission NSW)

Location: Parramatta, NSW, Australia

Job Type: Temporary (until 31st March 2026)

Category: Operations (Customer Experience & Service Design)

Date Posted: 2025-09-18

Experience Level: Mid-Level (2-5 years implied)

Remote Status: Hybrid (3 days in office expectation)

🚀 Role Summary

• This role is integral to the Industry, Customer, Capability & Engagement (ICCE) function within Building Commission NSW (BCNSW), specifically within the Customer Experience (CX) and Insights team.

• The Service Designer will be responsible for enhancing service delivery by optimizing customer experiences and refining processes to align with BCNSW’s strategic objectives.

• Key focus areas include the creation of design artefacts, interpretation of evidence-based research, and the integration of CX projects into broader organizational programs.

• The position requires strong analytical, communication, and stakeholder management skills to foster a customer-centric approach across the organization.

📝 Enhancement Note: While this role is titled "Service Designer," its responsibilities and focus on optimizing customer experiences and refining processes place it within the broader operational support functions, particularly those focused on GTM (Go-To-Market) enablement through improved customer journeys and internal process efficiency. The emphasis on "building skills, knowledge and awareness to build high quality and safe homes" suggests a direct link to the government's service delivery mandate.

📈 Primary Responsibilities

• Develop and create comprehensive design artefacts (e.g., journey maps, service blueprints, wireframes, user flows) to support informed decision-making and effective project management.

• Utilize best-practice methodologies in service design and human-centered design to translate user research and evidence-based findings into actionable design solutions.

• Interpret complex research data and insights to inform the design of innovative and improved customer experiences for internal staff, external stakeholders, and the construction industry.

• Understand and align CX projects closely with BCNSW's overarching challenges, objectives, and programs to ensure seamless integration and maximum impact.

• Collaborate with various business units and stakeholders across BCNSW to gather requirements, validate designs, and ensure buy-in for proposed service improvements.

• Contribute to the continuous improvement of service delivery by identifying pain points and opportunities within existing processes and customer journeys.

• Support the development of user research strategies and methodologies to gather qualitative and quantitative data on customer needs and behaviors.

• Present design concepts, research findings, and recommendations clearly and persuasively to inform decision-making at various levels of the organization.

📝 Enhancement Note: The responsibilities highlight a strong operational focus on process improvement and customer journey optimization, which are core to effective Go-To-Market strategies. The role requires translating strategic objectives into tangible service improvements, indicative of a GTM support function.

🎓 Skills & Qualifications

Education: A degree in Design, Human-Computer Interaction (HCI), Psychology, Business Administration, or a related field is typically expected for service design roles, though practical experience can often substitute formal education.

Experience: 2-5 years of demonstrated experience in service design, customer experience design, or a closely related field, with a proven track record of delivering user-centered solutions. Experience interpreting research and translating it into design artefacts is critical.

Required Skills:

• Service Design: Proven ability to apply service design principles and methodologies (e.g., journey mapping, blueprinting, prototyping) to solve complex problems.

• Customer Experience (CX): Strong understanding of CX principles and ability to design and advocate for customer-centric solutions.

• Research & Analysis: Skill in interpreting evidence-based research, user feedback, and data to drive design decisions and identify areas for improvement.

• Communication: Excellent verbal and written communication skills, with the ability to articulate design concepts and recommendations to diverse audiences, including senior stakeholders.

• Stakeholder Management: Proven ability to build and maintain effective working relationships with internal business units and external stakeholders.

• Design Artefact Creation: Proficiency in creating and utilizing various design artefacts to communicate ideas and support project management.

Preferred Skills:

• Human-Centred Design (HCD): A background or significant experience in HCD methodologies is highly regarded, indicating a deep understanding of user needs.

• Government/Public Sector Experience: Familiarity with the nuances of working within a government agency or public sector environment.

• Agile Methodologies: Experience working within Agile frameworks or iterative design processes.

• Data Visualization: Ability to present research findings and design outcomes through effective data visualization.

📝 Enhancement Note: The "2-5 years" experience level is inferred from typical mid-level service designer roles and the Grade 7/8 classification within NSW Government, which usually aligns with this experience band. The emphasis on research interpretation and design artefact creation points to a need for practical, hands-on skills in applying design thinking to operational challenges.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies: A portfolio showcasing 2-3 detailed case studies demonstrating your service design process from problem identification to solution implementation.

• Methodology Demonstration: Evidence of applying various service design tools and techniques (e.g., user journey maps, service blueprints, empathy maps, personas) within your case studies.

• Problem-Solving: Showcase how you've identified user pain points and translated them into design solutions that improved customer experiences or operational efficiency.

• Impact & Outcomes: Quantifiable results or qualitative evidence demonstrating the positive impact of your design work on user satisfaction, process efficiency, or business objectives.

Process Documentation:

• Workflow Design: Examples of designing or redesigning service workflows to improve efficiency and user experience.

• User Research Synthesis: Documentation illustrating how you've synthesized user research into actionable design recommendations.

• Cross-Functional Collaboration: Evidence of how you've collaborated with different teams (e.g., IT, marketing, operations) to implement service design solutions.

📝 Enhancement Note: For a government role focused on service improvement, a portfolio demonstrating a structured approach to problem-solving, research, design, and implementation is crucial. Emphasis should be placed on how designs addressed specific user needs and led to tangible improvements in service delivery or operational processes.

💵 Compensation & Benefits

Salary Range: AUD $113,574 base salary per annum, plus superannuation. This is a Grade 7/8 salary for NSW Government.

Benefits:

• Superannuation: Employer contribution to superannuation (typically 11% in Australia).

• Leave Entitlements: Generous annual leave, personal/carer's leave, and long-service leave as per NSW Government Public Service regulations.

• Professional Development: Opportunities for training, workshops, and gaining experience in government service delivery and reform.

• Work-Life Balance: Hybrid work arrangement promoting a balance between office collaboration and remote flexibility.

• Public Sector Benefits: Access to various public sector schemes and employee assistance programs.

• Impactful Work: Opportunity to contribute to significant government reforms and improve services for NSW citizens.

Working Hours: Standard full-time hours, typically 35-40 hours per week, with flexibility offered within the hybrid working model.

📝 Enhancement Note: The provided base salary is a strong indicator of the mid-level nature of this role within the Australian public sector. The standard benefits package for NSW Government employees is comprehensive, offering stability and work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government / Public Sector (specifically, building and construction industry regulation and reform).

Company Size: As part of the NSW Government Department of Customer Service, BCNSW is a significant entity. The exact size of BCNSW isn't specified, but it's a government agency focused on a critical state sector.

Founded: Building Commission NSW (BCNSW) is a newly established entity, building on the work of Fair Trading and the Office of the Building Commissioner. Established to implement once-in-a-generation reforms.

Team Structure:

• Function: Industry, Customer, Capability & Engagement (ICCE).

• Specific Team: Customer Experience (CX) and Insights team within ICCE.

• Reporting: The Service Designer will likely report to a CX Lead or Manager within the ICCE function.

• Collaboration: Expected to collaborate closely with various teams across BCNSW, including policy, operations, compliance, and communications, as well as with external stakeholders in the construction industry and consumers.

Methodology:

• Data-Driven Insights: Emphasis on interpreting evidence-based research and incorporating insights to drive design.

• Customer-Centricity: A core vision to build a trustworthy regulator by understanding customers (staff, communities, industry).

• Process Optimization: Focus on refining processes to enhance service delivery and customer experiences.

• Collaboration and Engagement: Working closely with industry and consumers to lift standards and build capabilities.

Company Website: https://www.nsw.gov.au/departments-and-agencies/building-commission

📝 Enhancement Note: Working within the NSW Government means adhering to public sector values of integrity, collaboration, and service. The "newly established" nature of BCNSW suggests a dynamic environment focused on reform and building new capabilities. The CX & Insights team's mandate directly supports the government's goal of improving services and building confidence in the construction sector.

📈 Career & Growth Analysis

Operations Career Level: Mid-level Service Designer. This role offers a strong foundation in applying design thinking and CX principles within a government context, focusing on tangible improvements in public service delivery.

Reporting Structure: The Service Designer will report to a manager within the CX & Insights team, operating within the broader ICCE function. This structure allows for guidance and mentorship from experienced CX professionals.

Operations Impact: This role has a direct impact on how the Building Commission NSW interacts with and serves its key stakeholders – the construction industry, consumers, and internal staff. By improving service design and customer experience, it contributes to the government's objectives of regulatory reform, increased transparency, and better outcomes in the building sector.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, CX research, or government service delivery.

• Leadership: Potential to mentor junior designers or lead smaller CX initiatives as experience grows.

• Cross-Functional Experience: Gain exposure to various government functions and policy areas related to the building industry.

• Permanent Positions: Opportunity to apply for permanent roles within BCNSW or the wider NSW Government upon successful completion of the temporary contract.

📝 Enhancement Note: Given this is a temporary role, candidates should view it as an opportunity to gain significant experience in public sector service design and potentially transition to permanent roles. The NSW Government's commitment to digital transformation and service improvement provides a fertile ground for developing advanced operational skills.

🌐 Work Environment

Office Type: Hybrid working model, with an expectation of 3 days per week in the office.

Office Location(s): Primary location is Parramatta, NSW. Other locations may be considered, suggesting a degree of flexibility in the physical workspace.

Workspace Context:

• Collaborative Hub: The office environment is expected to foster collaboration, allowing for workshops, design thinking sessions, and team discussions.

• Government Infrastructure: Access to government IT systems, tools, and resources to support design and research activities.

• Team Interaction: Opportunities to engage with the CX & Insights team and other BCNSW colleagues, facilitating knowledge sharing and problem-solving.

• Professional Setting: A professional government office environment that values structured work and clear communication.

Work Schedule: Standard full-time hours, likely Monday to Friday, with the flexibility inherent in a hybrid model to manage personal and professional commitments effectively.

📝 Enhancement Note: The hybrid model is a key feature, offering a balance between the collaboration and structure of an office environment and the flexibility of remote work. This is common in many modern operational roles, allowing for focused work and team engagement.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application: Submit a CV (max 5 pages) and a cover letter (max 2 pages) outlining alignment with the role's skills and experience.

• Capability Assessment: The NSW Government utilizes a capability-based assessment framework. Candidates will likely be assessed against specific capabilities outlined in the Role Description (e.g., Service Design, CX, Communication, Stakeholder Engagement). The "Capability Application Tool" mentioned is a resource for preparation.

• Interview: Expect a structured interview, potentially involving behavioural questions and scenario-based questions related to service design challenges.

• Portfolio Presentation: It is highly probable that candidates will be asked to present their portfolio, showcasing relevant case studies and design processes.

• Reference Checks: Standard procedure for government roles.

Portfolio Review Tips:

• Tailor to the Role: Highlight case studies that demonstrate experience in government, public service, or complex organizational environments.

• Focus on Process: Clearly articulate your service design process, from research and ideation to prototyping and implementation.

• Showcase Impact: Quantify results where possible (e.g., improved user satisfaction scores, reduced process times) or provide strong qualitative evidence of impact.

• Demonstrate Collaboration: Include examples of how you've worked with diverse stakeholders to achieve design outcomes.

• Human-Centred Approach: Emphasize how user needs and research informed your design decisions.

Challenge Preparation:

• Capability Framework: Familiarize yourself with the NSW Public Service Capability Framework and the specific capabilities listed in the Role Description. Use the provided "Capability Application Tool" for practice.

• BCNSW Context: Research Building Commission NSW, its mission, and its current reform initiatives. Understand the challenges faced by the construction industry and consumers in NSW.

• Design Thinking: Be prepared to discuss your approach to design thinking, problem-solving, and user research within a government context.

• Stakeholder Communication: Practice articulating complex ideas clearly and concisely, demonstrating how you manage diverse stakeholder needs.

📝 Enhancement Note: The explicit mention of the "Capability Application Tool" is a critical hint for preparation. Candidates should focus on aligning their application and interview responses to the specific capabilities the NSW Government assesses. The portfolio presentation is likely a key component.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design Software: Tools like Figma, Sketch, Adobe XD for wireframing, prototyping, and creating design artefacts.

• Collaboration Platforms: Microsoft Teams, Slack, or similar for team communication and project collaboration.

• Project Management Tools: Tools such as Jira, Asana, Trello, or MS Project may be used for project tracking and governance.

Analytics & Reporting:

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

• Survey Tools: SurveyMonkey, Qualtrics, or Microsoft Forms for gathering user feedback and conducting CX research.

• Data Visualization Tools: Tableau, Power BI, or similar for presenting research findings and performance metrics.

CRM & Automation:

• CRM Systems: While not explicitly stated, understanding of CRM principles (e.g., Salesforce, Microsoft Dynamics) might be beneficial for understanding customer data.

• Integration Tools: Awareness of how different systems integrate to support end-to-end service delivery.

📝 Enhancement Note: While specific tools aren't listed, proficiency in modern design and collaboration software is a given. The emphasis on "evidence-based research" and "insights" suggests a need for skills in data analysis and visualization tools to support decision-making.

👥 Team Culture & Values

Operations Values:

• Customer Focus: A strong commitment to understanding and serving the needs of customers (both internal and external).

• Integrity and Accountability: Upholding public sector values of honesty, fairness, and responsibility in all actions.

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

• Innovation: Seeking new and improved ways to deliver services and enhance experiences.

• Evidence-Based Decision Making: Relying on research and data to inform strategies and designs.

• Continuous Improvement: A drive to constantly refine processes and services.

Collaboration Style:

• Cross-Functional Integration: Expect close collaboration with policy, legal, IT, and operational teams to ensure service designs are practical and aligned with broader objectives.

• Stakeholder Engagement: Proactive engagement with industry representatives and consumer groups to gather feedback and build consensus.

• Open Communication: A culture that encourages open dialogue, feedback, and constructive criticism to improve design outcomes.

• Team Support: A supportive team environment where knowledge is shared, and collective problem-solving is encouraged.

📝 Enhancement Note: NSW Government roles typically emphasize public sector values. For a CX-focused role, translating these values into daily work means prioritizing user needs, ensuring transparency in processes, and collaborating effectively to deliver public good.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Government Processes: Adapting to the structured processes and governance inherent in a government environment.

• Balancing Stakeholder Needs: Managing diverse and sometimes conflicting needs of various stakeholders (industry, consumers, internal departments).

• Data Interpretation: Synthesizing and interpreting complex datasets and research findings to drive actionable insights.

• Implementing Change: Driving adoption of new service designs and processes within a large, established organization.

• Temporary Contract: Managing career progression and seeking permanent opportunities while on a fixed-term contract.

Learning & Development Opportunities:

• Government Service Delivery: Gaining deep insight into how government services are designed and delivered, and the reform agenda in NSW.

• Industry Expertise: Developing a strong understanding of the building and construction sector in NSW.

• CX Best Practices: Enhancing skills in specific CX methodologies and tools within a public sector context.

• Networking: Building a professional network within the NSW Government and the construction industry.

• Capability Development: Direct experience in a capability-based recruitment and assessment environment.

📝 Enhancement Note: The challenges are typical for roles involving process change in large organizations, particularly government. The growth opportunities are significant for someone looking to build a career in public sector CX and operational improvement.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed or improved. What was the problem, your process, and the outcome?" (Focus on your methodology, stakeholder engagement, and measurable impact).

• "How do you ensure your designs are truly human-centred and address the needs of diverse user groups?" (Discuss your research techniques and how you incorporate user feedback).

• "How would you approach integrating a new service design into existing government processes and systems, considering potential resistance to change?" (Highlight your change management and communication strategies).

Company & Culture Questions:

• "What interests you about working for the NSW Government and specifically the Building Commission NSW?" (Research BCNSW's mission and recent reforms).

• "How do you align your work with public sector values like integrity, accountability, and service excellence?" (Provide examples of how you've demonstrated these values).

Portfolio Presentation Strategy:

• Structure: Organize your portfolio around 2-3 strong case studies. For each case study:

  1. Context: Briefly describe the project and the challenge.
  2. Your Role: Clearly define your responsibilities.
  3. Process: Detail the service design steps you took (research, ideation, design, testing).
  4. Tools: Mention the tools and methodologies used.
  5. Outcome: Present the results, quantifying impact where possible, or explaining qualitative successes.
  6. Learnings: Share key takeaways.

• Visuals: Use high-quality visuals (journey maps, blueprints, mockups) to illustrate your points.

• Conciseness: Be prepared to present within a set timeframe, focusing on the most impactful aspects of your work.

• BCNSW Relevance: Draw parallels between your past work and the challenges faced by BCNSW where possible.

📝 Enhancement Note: The NSW Government's emphasis on capabilities means interviewers will be looking for concrete examples that demonstrate these competencies. The portfolio presentation is a critical opportunity to showcase practical skills and thought processes.

📌 Application Steps

To apply for this operations position:

• Submit Application: Complete the online application via the provided link, ensuring your CV (max 5 pages) and cover letter (max 2 pages) are tailored to the role and highlight your alignment with the required skills and the NSW Government's capability framework.

• Utilize Capability Tool: Proactively use the "Capability Application Tool" provided by NSW Government to understand the assessment criteria and practice answering questions related to the key capabilities outlined in the Role Description.

• Prepare Portfolio: Curate a strong portfolio showcasing relevant service design projects. Focus on demonstrating your process, research interpretation, problem-solving skills, and the impact of your work. Be ready to present this portfolio confidently.

• Research BCNSW: Gain a thorough understanding of Building Commission NSW's mission, objectives, recent reforms, and the broader context of the building and construction industry in NSW. This will inform your cover letter, interview answers, and portfolio selection.

• Practice Behavioral Questions: Prepare to answer behavioral interview questions using the STAR method (Situation, Task, Action, Result) that demonstrate your experience in service design, stakeholder management, communication, and problem-solving within a professional context.

⚠️ 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.