Principal Customer Experience Designer

📍 Job Overview

Job Title: Principal Customer Experience Designer

Company: myCareer - NSW Government (NSW Telco Authority)

Location: Sydney, New South Wales, Australia

Job Type: Permanent Full-Time

Category: Service Design / User Experience Leadership / Government Operations

Date Posted: June 03, 2026

Experience Level: 10+ Years

Remote Status: Hybrid (2 days in office per week)

🚀 Role Summary

• Lead end-to-end service design for large-scale, mission-critical government programs, focusing on defining practical, implementable service models that operate within real-world constraints.

• Drive the translation of complex user needs, policy intent, and operational requirements into clear, actionable service blueprints, journey maps, and design inputs for delivery teams.

• Collaborate extensively with cross-functional teams including technology, delivery, commercial, and policy stakeholders to ensure service feasibility, scalability, and alignment with program objectives.

• Champion human-centred design methodologies within a high-stakes government context, ensuring robust stakeholder engagement and co-design processes to foster shared understanding and buy-in.

• Apply a strong delivery mindset to move beyond advisory roles, producing tangible outputs that directly support governance decisions, unblock delivery pipelines, and drive critical public safety outcomes.

📝 Enhancement Note: This role is positioned within the NSW Telco Authority, a government agency focused on public safety communications. The "Principal Customer Experience Designer" title, while sounding like a pure UX role, is explicitly stated to be "not a purely digital or UX role." The emphasis is on "end-to-end service design" for "mission-critical programs" operating in "real-world, operational environments" with "delivery, governance and implementation constraints." This indicates a strong focus on operational realities, policy, and large-scale program delivery rather than purely digital product design. The role requires a leader who can bridge the gap between user needs and complex governmental/infrastructure delivery.

📈 Primary Responsibilities

• Spearhead the entire service design lifecycle for complex transformation initiatives, such as the Public Safety Mobile Broadband (PSMB) program, from initial discovery and co-design phases through to detailed service definition.

• Synthesize diverse inputs, including user needs, policy frameworks, and stringent operational constraints, into comprehensive and clear service models, artefacts, and design outputs suitable for direct implementation.

• Generate practical, delivery-focused design collateral, including detailed service blueprints, user journey maps, and critical design inputs that directly inform technical requirements and implementation strategies.

• Foster seamless collaboration with technology architects, project delivery managers, commercial negotiators, and policy advisors to ensure developed services are technically feasible, operationally scalable, and strategically aligned with overarching program goals.

• Orchestrate and lead robust stakeholder engagement and co-design workshops, ensuring alignment, shared understanding, and consensus across a broad spectrum of government agencies, emergency services, and industry partners.

• Proactively embed and advocate for human-centred design principles throughout the program lifecycle, ensuring that all service models and requirements are practical, implementable, and user-centric within their operational context.

• Provide clear, concise, and actionable design recommendations that directly support critical governance decisions, identify potential roadblocks, and facilitate the unblocking of program delivery streams.

• Contribute to the creation of a talent pool for future temporary or ongoing vacancies with similar capability requirements, showcasing leadership in service design for critical infrastructure.

📝 Enhancement Note: The responsibilities emphasize a hands-on, delivery-oriented approach rather than pure strategy or advisory. Phrases like "producing practical, delivery-focused design outputs," "ensure services are feasible, scalable and delivery-ready," and "move beyond advisory and produce outputs that support decisions, unblock delivery and drive outcomes" highlight the need for a designer who can translate concepts into tangible, actionable plans for complex government projects.

🎓 Skills & Qualifications

Education: While specific educational qualifications are not listed, a strong portfolio and proven experience in service design, user experience, or related fields are paramount. A background in design thinking, human-computer interaction, or public administration could be advantageous.

Experience: Minimum of 10 years of progressive experience in service design, with a significant portion dedicated to leading end-to-end design processes for large-scale, complex transformation programs. Demonstrated experience in government or regulated environments is highly valued.

Required Skills:

• End-to-end Service Design Leadership: Proven ability to lead the entire service design process from discovery and co-design through to detailed definition and readiness for delivery.

• Human-Centred Design (HCD) & Design Thinking: Deep understanding and practical application of HCD principles and design thinking methodologies to solve complex problems.

• Service Modeling & Artefact Creation: Expertise in developing comprehensive service blueprints, detailed journey maps, user flow diagrams, and other critical design outputs.

• Stakeholder Engagement & Co-design: Demonstrated success in leading workshops, facilitating discussions, and building consensus among diverse, often conflicting, stakeholder groups.

• Translational Skills: Strong capability to translate abstract user needs, policy requirements, and operational constraints into concrete, implementable service models and technical requirements.

• Delivery Mindset: A proven track record of producing practical, actionable design outputs that directly support delivery teams and drive project outcomes.

• Complex Program Navigation: Experience working within multi-disciplinary teams (technology, delivery, commercial, policy) on large-scale, mission-critical government or infrastructure projects.

• Requirement Definition: Ability to inform and define clear, specific requirements for development and implementation teams.

Preferred Skills:

• Telecommunications or Infrastructure Design: Experience designing services within telecommunications networks, critical infrastructure, or mission-critical operational environments.

• Government or Regulated Program Experience: Familiarity with the unique challenges, governance structures, and procurement processes of large-scale government or regulated sector programs.

• Agile Delivery Methodologies: Experience working within agile or multi-disciplinary delivery frameworks.

• User Research & Synthesis: Proficiency in conducting user research and synthesizing findings to inform design decisions.

📝 Enhancement Note: The emphasis on "delivery mindset," "operational constraints," and "real-world, operational environments" suggests that candidates with experience in complex, non-digital service delivery (e.g., infrastructure, public safety, logistics) will be highly competitive. The role demands a pragmatic designer who can deliver tangible results within governmental frameworks.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• End-to-End Case Studies: Showcase 2-3 comprehensive case studies detailing your involvement in leading service design from initial discovery and problem definition through to detailed service models and readiness for implementation.

• Tangible Design Outputs: Include examples of service blueprints, detailed journey maps, user flows, and how these artefacts informed requirements and supported delivery teams.

• Stakeholder Management Examples: Demonstrate how you navigated complex stakeholder landscapes, facilitated co-design sessions, and achieved alignment on design decisions.

• Impact Demonstration: Clearly articulate the challenges, your approach, and the outcomes achieved, focusing on how your design work enabled delivery, improved operational efficiency, or met policy objectives. Quantifiable results are highly desirable.

Process Documentation:

• Discovery & Synthesis: Showcase your process for conducting service discovery, synthesizing user needs, policy intent, and operational constraints.

• Service Definition & Modeling: Detail your methodology for defining services, creating service models, and developing comprehensive design documentation.

• Delivery Integration: Provide examples of how your design outputs were integrated into delivery pipelines and supported implementation teams.

• Iteration & Refinement: Illustrate how you incorporated feedback and iterated on designs to ensure feasibility and alignment.

📝 Enhancement Note: Given the role's focus on leading complex transformation programs and delivering tangible outputs, a portfolio that clearly demonstrates end-to-end process ownership and the ability to produce actionable design artifacts is critical. The emphasis should be on how designs directly enabled or de-risked delivery within challenging operational and governmental contexts.

💵 Compensation & Benefits

Salary Range: AUD $149,739 - $173,174 per annum (plus superannuation and leave loading).

Benefits:

• Superannuation: Generous employer contribution to superannuation.

• Leave Loading: Additional leave loading provided.

• Flexible Working Arrangements: The role offers a hybrid work model, with 2 days per week required in the Sydney office, allowing for flexibility. Part-time and job-sharing arrangements may also be considered.

• Training and Development: Access to a range of training and development opportunities to support continuous learning and career growth.

• Career Progression: Opportunities for job mobility and new experiences within the Department of Customer Service and the wider public sector.

• Meaningful Work: Contribution to a high-priority, whole-of-government initiative directly supporting public safety.

Working Hours: Standard full-time hours are expected (likely 35-40 hours per week), with flexibility offered through the hybrid work arrangement.

📝 Enhancement Note: The salary range is explicitly stated for Grade 11/12. The benefits highlight flexibility and professional development, which are key draws for roles within government organizations. The hybrid nature of the role, with a specific in-office requirement, is a crucial detail for candidates assessing work-life balance.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (specifically Telecommunications and Public Safety Infrastructure).

Company Size: The Department of Customer Service (DCS) is a large government department. The NSW Telco Authority (NSWTA) operates as a standalone Statutory Authority within DCS, managing significant infrastructure projects valued over $1.5 billion.

Founded: The NSW Telco Authority operates within the NSW Government framework, which has a long history. The Department of Customer Service was established more recently as part of government restructuring.

Team Structure:

• NSW Telco Authority: A delivery agency focused on operating and managing the Public Safety Network and leading whole-of-government connectivity strategy.

• Program Teams: This role sits within a complex, multi-disciplinary program team (e.g., PSMB), working across technology, delivery, commercial, policy, and stakeholder groups.

• Reporting: The Principal Customer Experience Designer will likely report to a Program Director or a senior manager within the NSWTA, leading service design activities for a specific mission-critical program.

Methodology:

• Data-Driven & Outcome-Focused: The NSWTA emphasizes delivering outcomes at pace, with a focus on integrity, trust, service, and accountability.

• Human-Centred Approach: While operating within government constraints, there's a stated value for human-centred design and understanding user needs.

• Collaborative Delivery: The culture supports cross-functional collaboration to achieve complex program objectives.

• Agile Principles: While not explicitly stated as a strict methodology, the emphasis on pace and iteration suggests an agile or adaptive approach to delivery.

Company Website: https://www.nsw.gov.au/departments-and-agencies/nsw-telco-authority and https://www.customerservice.nsw.gov.au/

📝 Enhancement Note: The company context is crucial. This is not a fast-paced tech startup; it's a government agency responsible for critical public safety infrastructure. The culture values "Integrity, Trust, Service and Accountability" and emphasizes delivering outcomes at pace within a structured environment. Understanding these values is key for alignment.

📈 Career & Growth Analysis

Operations Career Level: This role represents a senior leadership position within the service design discipline, specifically focused on complex government operational programs. It's a "Principal" level, indicating a high degree of autonomy, expertise, and responsibility for strategic outcomes.

Reporting Structure: The Principal Customer Experience Designer will report to senior program leadership within the NSW Telco Authority, likely a Director or Executive level. They will collaborate closely with peers in technology, delivery, and policy.

Operations Impact: The role has a direct and significant impact on the effectiveness and usability of critical public safety communication systems. Successful service design in this context directly translates to improved operational readiness, enhanced safety for frontline responders, and more efficient delivery of government services. The work is highly visible and directly contributes to national security and community well-being.

Growth Opportunities:

• Leadership Advancement: Opportunity to progress into more senior program leadership roles or head of design functions within government agencies.

• Specialization: Deepen expertise in designing for mission-critical infrastructure, telecommunications, or public safety systems, becoming a subject matter expert.

• Cross-Agency Exposure: Gain exposure to strategic decision-making across multiple government departments and emergency services, broadening understanding of public sector operations.

• Skill Development: Continuous learning opportunities through training, access to government frameworks, and exposure to large-scale project management and procurement processes.

• Public Sector Impact: Build a career centered on making a tangible, positive impact on public safety and community services.

📝 Enhancement Note: This role offers a unique pathway for service designers to transition into leadership roles within the public sector, focusing on impactful, large-scale operational systems. The growth is less about rapid product iteration and more about shaping foundational infrastructure and policy-driven services.

🌐 Work Environment

Office Type: Hybrid work environment. The role requires an in-office presence 2 days per week in Sydney, with flexibility for remote work on other days. This suggests a collaborative office setup designed to facilitate in-person meetings, workshops, and team cohesion.

Office Location(s): Sydney, NSW, Australia (McKell building mentioned in the description). This location is central and likely accessible via public transport.

Workspace Context:

• Collaborative Spaces: The office environment likely includes meeting rooms, breakout areas, and open-plan workstations designed to foster collaboration among diverse project teams.

• Technology & Tools: Access to standard government IT infrastructure, potentially including specialized collaboration or design tools, though the emphasis is on practical outputs over specific software stacks.

• Cross-functional Interaction: The workspace facilitates regular interaction with technology, delivery, policy, and commercial teams, essential for the integrated nature of service design in this context.

• Governmental Frameworks: Work will be conducted within established government processes and guidelines.

Work Schedule: Standard full-time hours are expected, with flexibility offered through the hybrid model. The nature of mission-critical programs may occasionally require adjusted hours or availability, though the primary emphasis is on structured, predictable work.

📝 Enhancement Note: The hybrid nature of the role is a key feature. Candidates should be comfortable with a blend of remote work and in-office collaboration, understanding that the 2 days in the office are likely for core team interaction, workshops, and critical decision-making sessions.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of application and resume, likely focusing on demonstrated experience in large-scale service design and government contexts.

• Capability-Based Assessment: Interviews will assess candidates against the core capabilities outlined in the role description and the NSW Public Service Capability Framework. This may include situational and behavioural questions.

• Portfolio Presentation: Candidates will likely be asked to present detailed case studies from their portfolio, demonstrating their approach to end-to-end service design, stakeholder management, and delivery of tangible outputs.

• Scenario/Challenge: A potential design challenge or scenario-based exercise to assess problem-solving skills, design methodology, and ability to translate requirements under constraints.

• Final Interview: Discussion with senior stakeholders to assess cultural fit, strategic thinking, and leadership potential.

Portfolio Review Tips:

• Highlight End-to-End Ownership: Clearly articulate your role and contributions across the entire service design lifecycle for each case study.

• Demonstrate Delivery Focus: Emphasize how your design work directly supported implementation, unblocked delivery, or solved specific operational challenges. Use concrete examples.

• Showcase Stakeholder Navigation: Detail how you engaged with diverse stakeholders, managed conflicting priorities, and built consensus.

• Quantify Impact: Where possible, present metrics or qualitative outcomes that demonstrate the value and effectiveness of your design solutions.

• Tailor to Government Context: Frame your experience within the context of public sector challenges, policy, and operational constraints.

Challenge Preparation:

• Understand the Context: Familiarize yourself with the NSW Telco Authority's mission, the PSMB program, and the general landscape of public safety communications.

• Practice HCD & Service Design Frameworks: Be ready to articulate and apply your service design process to a given problem, focusing on user needs, operational feasibility, and policy alignment.

• Prepare for "Delivery-Minded" Scenarios: Think about how you would translate a service concept into actionable requirements and support its implementation within a large, potentially bureaucratic, organization.

• Government Capability Frameworks: Review the NSW Public Service Capability Framework (as hinted by the "Capability Application Tool" mentioned) to understand the expected competencies.

📝 Enhancement Note: The mention of the "Capability Application Tool" and the focus on "capabilities" strongly suggests the interview process will be structured around the NSW Public Service Capability Framework. Candidates should research this framework and prepare examples that align with its principles, particularly around service design, stakeholder engagement, and driving outcomes.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping Software: While not specified, proficiency with tools like Figma, Sketch, Adobe XD for wireframing and prototyping, and Miro or Mural for collaborative whiteboarding and journey mapping is expected.

• Diagramming & Modeling Tools: Experience with tools like Lucidchart, Visio, or dedicated service blueprinting software for creating detailed service models.

• Project Management Tools: Familiarity with tools used in large government projects (e.g., Jira, Confluence) for collaboration and tracking.

Analytics & Reporting:

CRM & Automation:

• Not directly relevant to this role's core function, but an understanding of how integrated systems impact user experience is a plus.

📝 Enhancement Note: The job description emphasizes the process and outputs of service design rather than a specific toolset. Candidates should highlight their proficiency with industry-standard design and collaboration tools, but the critical factor will be their ability to apply design thinking and methodologies to solve complex problems, regardless of the specific software used.

👥 Team Culture & Values

Operations Values:

• Integrity: Upholding ethical standards and transparency in all design and decision-making processes.

• Trust: Building and maintaining trust with stakeholders, users, and team members through reliable and transparent work.

• Service: A commitment to delivering high-quality public services that meet the needs of citizens and frontline responders.

• Accountability: Taking ownership of design outcomes and ensuring delivery aligns with program objectives and government standards.

• People-First: Valuing diverse perspectives and fostering a supportive, inclusive environment where individuals can contribute their best.

Collaboration Style:

• Cross-functional Integration: A highly collaborative approach is essential, working closely with technical, delivery, policy, and commercial teams to ensure holistic service design.

• Co-design & Consensus Building: Emphasizes inclusive processes where stakeholders actively participate in shaping solutions.

• Outcome-Oriented: Focused on achieving tangible results and driving progress within defined program timelines and constraints.

📝 Enhancement Note: The NSW Government's core values (Integrity, Trust, Service, Accountability) are explicitly mentioned. Candidates should demonstrate how their work aligns with these values, particularly in the context of public service and critical infrastructure.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Bureaucracy: Working within large government structures often involves navigating established processes, policies, and multiple approval layers.

• Balancing Diverse Stakeholder Needs: Reconciling the requirements of various government agencies, emergency services, and technical teams, each with potentially competing priorities.

• Translating Policy to Practice: Effectively interpreting and implementing government policy intent into practical, user-centred service designs.

• Delivering in Operational Environments: Designing services that must function reliably and effectively in high-stakes, real-world operational scenarios, not just digital interfaces.

• Securing Buy-in for Design-Led Change: Advocating for human-centred design principles and ensuring they are prioritized amidst delivery pressures and technical constraints.

Learning & Development Opportunities:

• Public Sector Frameworks: Deepen understanding of government service delivery models, procurement processes, and public policy development.

• Mission-Critical Systems Expertise: Gain specialized knowledge in telecommunications, public safety networks, or other critical infrastructure domains.

• Large-Scale Program Management: Exposure to managing complex, multi-year government transformation programs.

• Leadership Development: Opportunities to lead significant design initiatives and mentor junior team members.

• Networking: Build a strong professional network across various NSW Government departments and emergency services.

📝 Enhancement Note: The challenges highlight the need for resilience, strong negotiation skills, and a deep understanding of public sector operational realities. The growth opportunities focus on deepening expertise in a vital public service domain and developing leadership within that context.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you led end-to-end service design for a large-scale, complex program. What were the key challenges, and how did you ensure the service was deliverable within operational constraints?" (Focus on your process, stakeholder management, and tangible outputs.)

• "How do you translate user needs, policy intent, and operational constraints into clear, implementable service models? Provide an example." (Highlight your synthesis and translation skills.)

• "Imagine you need to design a new communication service for frontline responders during a natural disaster. How would you approach discovery, stakeholder engagement, and ensuring the service is robust and reliable?" (Assess your approach to mission-critical scenarios and HCD.)

Company & Culture Questions:

• "Why are you interested in working for the NSW Telco Authority and on a mission-critical program like PSMB?" (Show genuine interest in public service and the specific program's impact.)

• "How do your values align with NSW Government's core values of Integrity, Trust, Service, and Accountability?" (Prepare specific examples of how you embody these values in your work.)

Portfolio Presentation Strategy:

• Structure Your Case Studies: For each case study, clearly define the problem, your role, the process undertaken, the key deliverables, the challenges faced, and the ultimate impact or outcome.

• Emphasize Deliverability: Focus on how your designs were practical, implementable, and directly supported the project's delivery. Showcase artefacts that demonstrate this.

• Illustrate Stakeholder Collaboration: Use your case studies to show how you effectively engaged with diverse groups and managed their input.

• Quantify When Possible: If you have metrics (e.g., improved efficiency, reduced error rates, positive user feedback), present them clearly. If not, use strong qualitative descriptions of impact.

• Be Ready for Deep Dives: Anticipate detailed questions about your design decisions, methodologies, and rationale.

📝 Enhancement Note: Given the reference to the "Capability Application Tool," candidates should research the NSW Public Service Capability Framework and prepare STAR (Situation, Task, Action, Result) method answers that directly map to the listed capabilities, particularly those related to Service Design, Project Delivery, and Stakeholder Engagement.

📌 Application Steps

To apply for this operations position:

• Submit your application through the provided link on the NSW Connect careers site.

• Portfolio Customization: Tailor your resume and cover letter to highlight your experience in end-to-end service design, leading large-scale programs, and working within government or regulated environments. Emphasize your "delivery mindset" and ability to produce practical outputs.

• Resume Optimization: Ensure your resume clearly details your experience with service blueprints, journey maps, stakeholder engagement, and translating complex requirements into actionable plans. Quantify achievements where possible.

• Interview Preparation: Review the NSW Public Service Capability Framework and prepare specific examples using the STAR method for likely interview questions. Practice presenting your portfolio case studies, focusing on the impact and deliverability of your designs.

• Company Research: Thoroughly research the NSW Telco Authority, the Public Safety Mobile Broadband (PSMB) program, and the Department of Customer Service's mission and values. Understand the importance of public safety communications in NSW.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions to provide a comprehensive overview. Specific details regarding the interview process, required tools, and day-to-day responsibilities should be verified directly with the hiring organization, Fiona Glover (fiona.glover@customerservice.nsw.gov.au), or through the official role description linked in the application. The closing date is 9:59 am on Wednesday, April 17th.

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