Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: Department of Education

Location: Parramatta, New South Wales, Australia

Job Type: Full-time, Ongoing

Category: Service Design & Improvement, GTM Operations (indirectly, by improving foundational services)

Date Posted: October 1, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the design and enhancement of complex services and systems within the early childhood education and care sector, directly impacting operational efficiency and user experience.

• Drive the adoption of human-centred design and agile methodologies across multidisciplinary teams to foster innovation and improve service delivery.

• Translate complex research, systemic challenges, and stakeholder insights into practical, evidence-based solutions that enhance operational outcomes.

• Mentor and coach colleagues, building design capability within the organization and enabling teams to adopt effective design and agile ways of working.

• Utilize collaborative tools like Microsoft Planner and Miro to support team planning, workshop facilitation, and project delivery, ensuring seamless GTM support functions.

📝 Enhancement Note: While this role is not a traditional Revenue or Sales Operations role, a Senior Service Designer plays a crucial, albeit indirect, role in GTM by ensuring that the foundational services and systems supporting education delivery are optimized. Improved service delivery can lead to better stakeholder satisfaction and more efficient operations, which are key components of a well-functioning GTM ecosystem. The emphasis on translating research into practical solutions and improving systemic challenges aligns with the core problem-solving nature of operations roles.

📈 Primary Responsibilities

• Undertake comprehensive service design activities, including service blueprinting, user journey mapping, and process analysis for early childhood education and care services.

• Conduct and synthesize user research using qualitative methods to uncover systemic challenges, identify user needs, and pinpoint opportunities for service improvement.

• Collaborate with multidisciplinary teams (including policy, program delivery, and technology) to co-design and iterate on service solutions that are user-centric and operationally viable.

• Develop and present clear, compelling reports, presentations, and recommendations for senior executives and decision-makers, translating complex findings into actionable insights.

• Facilitate workshops and design thinking sessions with diverse stakeholders to foster collaboration, build consensus, and drive alignment on design strategies and implementation plans.

• Coach and mentor less experienced service designers and team members on human-centred design principles, agile practices, and effective facilitation techniques.

• Champion the adoption of agile and design-led approaches to service delivery, contributing to a culture of continuous improvement and innovation within the department.

• Leverage tools such as Microsoft Planner for project management and Miro for collaborative ideation, workflow mapping, and workshop facilitation to enhance team productivity and project outcomes.

• Contribute to the development and refinement of service design standards, frameworks, and best practices within the NSW Department of Education.

• Maintain a strong understanding of the early childhood education and care sector's operating environment, policy landscape, and user ecosystem to ensure design solutions are relevant and impactful.

📝 Enhancement Note: The responsibilities are framed to highlight the operational impact of service design. For instance, "translate complex research... into practical, evidence-based solutions" directly relates to operationalizing improvements. The emphasis on "agile ways of working" and specific tools like "Microsoft Planner and Miro" points to a need for efficient, collaborative operational processes.

🎓 Skills & Qualifications

Education:

• Degree qualification in a related field (e.g., Design, Human-Computer Interaction, Psychology, Public Policy) and/or equivalent significant professional experience. Experience:

• 5-10 years of progressive experience in service design, user experience design, or a related field, with a proven track record in complex, large-scale environments.

• Demonstrated experience working within government, public sector, or similarly structured organizations, navigating complex policy and service delivery landscapes.

• Proven experience applying human-centred design methodologies to solve complex problems and improve services. Required Skills:

• Expert Service Design Skills: Proficient in designing and improving complex services and systems, utilizing methodologies like service blueprinting, user journey mapping, and process modeling.

• Human-Centred Design Expertise: Deep understanding and practical application of human-centred design principles and practices.

• User Research & Synthesis: Strong capability in planning and conducting user research (qualitative and quantitative), synthesizing findings, and translating them into actionable insights.

• Systems Thinking & Analytical Skills: Ability to analyze complex systems, identify dependencies, service gaps, and opportunities for improvement, and articulate these clearly.

• Communication & Storytelling: Exceptional ability to communicate complex research and system-level findings concisely and persuasively through reports, presentations, and workshops for diverse audiences, including senior executives.

• Stakeholder Engagement & Facilitation: Proven ability to engage diverse stakeholders, build trust, and facilitate productive collaboration across different professional disciplines and organizational boundaries.

• Mentoring & Coaching: Experience mentoring and guiding less experienced designers or team members, providing constructive feedback and direction to ensure high-quality design outcomes.

• Agile & Design Collaboration: Experience working effectively within multidisciplinary teams, aligning design, strategy, and delivery activities, and promoting agile ways of working.

• Proficiency in Collaborative Tools: Strong command of Microsoft Planner for project management and Miro for collaborative planning, ideation, and workshop facilitation.

Preferred Skills:

• Early Childhood Education Sector Knowledge: An interest or background in education, ideally with specific understanding of early childhood education and care, its users, operating environment, and policy ecosystem.

• Policy Implementation Understanding: Familiarity with policy implementation processes and their impact on service design and delivery.

• Evaluation Frameworks: Experience applying appropriate evaluation frameworks to measure the impact and effectiveness of service design interventions.

• Change Management: Understanding of change management principles to support the adoption of new service designs and ways of working.

📝 Enhancement Note: The "About you" section has been elaborated to emphasize the depth of experience required for a "Senior" role. The "Required Skills" are broken down to highlight specific competencies crucial for operations-adjacent roles, such as systems thinking, stakeholder engagement, and proficiency in collaborative tools. Preferred skills are tailored to add value for operations professionals looking to transition or leverage their experience in the public sector.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Case Studies of Service Improvement: Showcase at least 2-3 detailed case studies demonstrating the end-to-end service design process applied to complex problems within government or similar organizations. Each case study should clearly outline the problem, your role, methodologies used, key insights derived, design solutions developed, and measurable outcomes.

• Demonstration of Systems Thinking: Include examples that illustrate your ability to map complex systems, identify interdependencies, and design interventions that address systemic issues rather than isolated problems. This could include service blueprints or system maps.

• User Research & Insight Synthesis: Provide evidence of your user research capabilities, including examples of research plans, methodologies employed (e.g., interviews, ethnography, surveys), and how you synthesized findings into actionable design recommendations.

• Collaboration & Facilitation Artifacts: Showcase examples of workshop outputs, co-design artifacts, or facilitation plans that highlight your ability to engage diverse stakeholders and drive collaborative design processes.

• Impact & ROI Articulation: Clearly articulate the impact and potential return on investment (ROI) of your design solutions, using relevant metrics and data where possible, even if qualitative.

Process Documentation:

• Workflow Design & Optimization: Examples of how you have documented and optimized existing service workflows to improve efficiency, user experience, and operational effectiveness.

• Methodology Application: Demonstrate your systematic approach to applying service design and agile methodologies, including how you adapt them to specific project contexts and organizational needs.

• Measurement & Performance Analysis: Evidence of how you have incorporated metrics and evaluation frameworks into the design process to measure the success of implemented solutions and inform future iterations.

📝 Enhancement Note: This section is crucial for a Service Design role, as it directly translates to an operations professional's need to demonstrate process improvement capabilities. The emphasis on case studies, systems thinking, and ROI articulation aligns with what operations hiring managers look for when assessing problem-solving and impact.

💵 Compensation & Benefits

Salary Range: $133,348 to $146,945 AUD per annum (Clerk Grade 9/10) + Superannuation.

Benefits:

• Flexible Working Arrangements: Opportunities for flexible work schedules to support work-life balance.

• 35-Hour Working Week: Standardized shorter work week compared to many private sector roles.

• Competitive Remuneration: Attractive base salary with potential for salary sacrificing.

• Generous Superannuation: Employer contributions to superannuation.

• Annual Leave Loading: Additional loading on annual leave entitlements.

• Flex Leave Entitlements: Accrued leave that provides additional flexibility.

• Generous Holidays & Leave Conditions: Comprehensive leave provisions beyond standard entitlements.

• Career Advancement: Opportunities for advancement and mobility across the Department to support career growth.

Working Hours: 35 hours per week, with potential for flexible arrangements.

📝 Enhancement Note: The salary range is explicitly stated as provided in the job description. The benefits are detailed and tailored to highlight aspects that appeal to professionals seeking stability and work-life balance, which is often a consideration for those in operations roles. The "35 hour working week" is a significant benefit in the Australian context.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government / Public Sector - Education. The NSW Department of Education is a large, complex organization responsible for delivering education services across the state. This context implies a focus on public service, equity, and long-term impact.

Company Size: Large (typically thousands of employees within the NSW Department of Education), suggesting a structured environment with opportunities for specialization and career progression, but also potentially bureaucratic processes that service designers will need to navigate.

Founded: The NSW Department of Education has a long history, underpinning its role as a foundational public institution. This history implies established processes and a deep-rooted mission.

Team Structure:

• Multidisciplinary Teams: The role explicitly mentions working across multidisciplinary teams. This suggests a collaborative environment where service designers work alongside policy advisors, program managers, IT specialists, and potentially frontline staff.

• Design Capability Building: The role emphasizes strengthening design capability across the organization, indicating a focus on internal development and knowledge sharing. This points to a team that values learning and mentorship.

• Reporting Structure: While not explicitly detailed, senior roles within government typically report through a management structure, potentially to a Director or Head of Service Design/Digital Transformation, with dotted line reporting or close collaboration with program leads.

Methodology:

• Human-Centred Design: This is the core methodology, emphasizing user needs and iterative development.

• Agile Ways of Working: The role promotes the adoption of agile principles, suggesting a move towards more iterative, responsive, and collaborative project delivery.

• Evidence-Based Solutions: A strong emphasis on translating research and insights into practical, data-informed solutions.

• Policy Alignment: Design work must align with and support the implementation of departmental policies, such as the Aboriginal Education Policy.

Company Website: https://education.nsw.gov.au/

📝 Enhancement Note: The company context is crucial for understanding the operational environment. For an operations professional, working in a large government entity means understanding the importance of policy, stakeholder management, and long-term strategic goals over short-term gains. The emphasis on "strengthening design capability" suggests a positive outlook on internal development and process improvement.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role, indicating a high degree of autonomy, strategic input, and responsibility for complex projects. It signifies a transition from individual contributor to a role that influences strategy and team development.

Reporting Structure: Likely reports to a Service Design Lead or Manager, with close collaboration with program directors and senior stakeholders within the early childhood education sector. This structure offers exposure to high-level decision-making.

Operations Impact: The role's impact is significant, as it aims to improve the efficiency, effectiveness, and user experience of critical public services in early childhood education. Optimized services lead to better resource allocation, higher stakeholder satisfaction, and ultimately, better educational outcomes, which are key performance indicators for the department.

Growth Opportunities:

• Leadership in Design Strategy: Opportunity to shape the future of service design within the NSW Department of Education, influencing departmental strategy and operational approaches.

• Specialization in Public Sector Service Design: Deepen expertise in designing services for complex public sector environments, particularly in education, a highly impactful domain.

• Mentorship and Team Development: Develop leadership and coaching skills by mentoring junior designers and contributing to the growth of the department's design capability.

• Cross-Sectoral Collaboration: Gain experience working with a wide range of government agencies and stakeholders, expanding professional networks and understanding of public service delivery.

• Potential for further advancement into management roles within service design, digital transformation, or related operational leadership positions within the department.

📝 Enhancement Note: The career analysis focuses on how this senior role contributes to broader operational objectives and offers pathways for growth within the public sector, which is particularly relevant for operations professionals seeking stability and impact.

🌐 Work Environment

Office Type: Hybrid work environment, combining office-based collaboration with remote flexibility. This allows for focused individual work and in-person team engagement.

Office Location(s): Parramatta, NSW. This is a major business hub in Western Sydney, offering good accessibility.

Workspace Context:

• Collaborative Hub: The office environment is likely set up to support collaborative work, with meeting rooms, project spaces, and areas for workshops, facilitating the use of tools like Miro.

• Access to Tools & Technology: Expected to have access to necessary technology and software, including Microsoft Planner and Miro, to support design and project management activities.

• Cross-Functional Interaction: The hybrid model and team structure encourage regular interaction with colleagues from diverse backgrounds, fostering a dynamic and interconnected work environment.

Work Schedule: Standard 35-hour work week with flexible working arrangements. This offers a predictable structure while allowing for some autonomy in managing work hours, beneficial for deep analytical or creative work.

📝 Enhancement Note: The hybrid nature and specific location are detailed. The workspace context emphasizes aspects relevant to operations roles, such as collaborative tools and cross-functional interaction, which are key to efficient workflow and problem-solving.

📄 Application & Portfolio Review Process

Interview Process:

• Application Screening: Initial review of resume and cover letter, focusing on alignment with the role's requirements, especially service design experience, stakeholder engagement, and understanding of complex systems.

• Initial Interview (Phone/Video): Likely to assess foundational skills, experience, and suitability for the role. Expect questions about your approach to service design, problem-solving, and collaboration.

• Portfolio Presentation & Interview: A key stage where candidates present their service design portfolio. This will involve showcasing case studies, explaining your process, and demonstrating your impact. Be prepared to discuss your role, methodologies, and outcomes in detail. This interview will also delve deeper into your experience with mentoring and working in complex environments.

• Scenario-Based Assessment/Case Study: You may be asked to work on a specific design challenge or scenario related to early childhood education services. This assesses your practical application of design thinking, analytical skills, and ability to generate actionable recommendations under time constraints.

• Final Interview: Potentially with senior leadership, focusing on strategic thinking, leadership potential, cultural fit, and alignment with the department's values and mission.

Portfolio Review Tips:

• Curate Strategically: Select 3-4 strong case studies that best represent your senior-level experience, focusing on complex problems, diverse stakeholders, and measurable impact. Prioritize projects that demonstrate your ability to translate research into practical, operational solutions.

• Structure for Clarity: For each case study, clearly outline the problem statement, your specific role and contributions, the methodologies and tools used (e.g., Miro, Planner, user research techniques), key insights, design solutions, and ultimately, the outcomes or impact achieved. Quantify impact where possible.

• Highlight Systems Thinking: Explicitly showcase how you approached complex systems, mapped interdependencies, and designed holistic solutions rather than isolated fixes.

• Emphasize Collaboration: Demonstrate how you effectively engaged and collaborated with multidisciplinary teams and diverse stakeholders.

• Prepare for Q&A: Anticipate questions about your decision-making process, challenges faced, how you handled conflicting stakeholder needs, and how your designs improved operational efficiency or user experience.

Challenge Preparation:

• Understand the Context: Research the NSW Department of Education, its strategic priorities, and the early childhood education and care sector.

• Focus on Process & Impact: For any scenario, think about the end-to-end process of identifying a problem, gathering insights, designing a solution, and considering its implementation and impact on operations.

• Articulate Your Thinking: Clearly explain your thought process, assumptions, and rationale behind your proposed solutions.

• Leverage Tools: If a digital tool like Miro is mentioned, be prepared to use it to visualize your ideas and processes during a timed exercise.

📝 Enhancement Note: This section provides actionable advice for candidates, focusing on how to present their experience in a way that resonates with operational requirements, particularly the emphasis on process, impact, and collaboration.

🛠 Tools & Technology Stack

Primary Tools:

• Microsoft Planner: Essential for collaborative planning, task management, project scheduling, and workflow organization. Proficiency in creating and managing plans, assigning tasks, and tracking progress is key.

• Miro: A critical tool for visual collaboration, ideation, workshop facilitation, process mapping, and user journey visualization. Expect to use Miro extensively for brainstorming, co-design sessions, and articulating complex ideas visually.

Analytics & Reporting:

• General Data Analysis Tools: While not specified, expect to utilize standard office suite tools (e.g., Excel, PowerPoint) for data analysis, synthesis, and reporting.

• Qualitative Research Tools: Familiarity with tools for synthesizing qualitative data (e.g., transcription software, affinity mapping tools) may be beneficial.

CRM & Automation:

• Not Directly Specified: While not directly a CRM or automation role, understanding how service design impacts underlying systems and workflows that might be managed by CRM or automation tools is advantageous. The focus is on the human and process layer.

📝 Enhancement Note: The explicit mention of Microsoft Planner and Miro is highlighted as they are core to the operational execution of this role's responsibilities. This is crucial for operations professionals who are often evaluated on their tool proficiency.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A primary value, ensuring all design and service improvements are driven by the needs of learners, educators, and families.

• Excellence in Public Service: Commitment to delivering high-quality, equitable, and impactful education services for all NSW citizens.

• Collaboration and Partnership: Strong emphasis on working effectively across teams and with external stakeholders to achieve shared goals.

• Continuous Improvement: A dedication to identifying opportunities for enhancement, embracing innovation, and adopting efficient practices.

• Integrity and Accountability: Upholding public trust through ethical conduct and responsible decision-making.

Collaboration Style:

• Cross-Functional Integration: Expect a highly collaborative environment where service designers work closely with policy, program, IT, and operational staff to ensure designs are practical and well-integrated.

• Open Communication & Feedback: A culture that encourages open dialogue, constructive feedback, and iterative refinement of ideas and solutions.

• Knowledge Sharing: Emphasis on sharing best practices, learnings, and insights to build collective capability and foster a learning organization.

📝 Enhancement Note: The values and collaboration style are inferred from the company's mission and the role's requirements, emphasizing how these translate into day-to-day operations and decision-making for a service designer.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large government organization can involve complex approval processes and established hierarchies that may slow down innovation.

• Balancing Diverse Stakeholder Needs: Managing the expectations and requirements of various stakeholders (e.g., educators, parents, administrators, policymakers) can be challenging.

• Translating Complex Research into Actionable Insights: The ability to distill large amounts of qualitative and quantitative data into clear, concise, and implementable recommendations is a continuous challenge.

• Driving Culture Change: Encouraging the adoption of new design methodologies and agile ways of working across a large, established organization requires persistent effort and strong change management skills.

• Measuring Impact in Public Services: Quantifying the direct impact of service design on educational outcomes or operational efficiency can be complex due to the long-term nature and multifaceted factors involved.

Learning & Development Opportunities:

• Deep Dive into Public Sector Service Design: Gain specialized expertise in designing services within the unique context of government and education.

• Advanced Design & Facilitation Skills: Enhance capabilities in areas like complex systems mapping, policy-informed design, and advanced workshop facilitation.

• Leadership and Mentorship Development: Grow leadership skills through coaching junior team members and contributing to the strategic direction of service design within the department.

• Industry Conferences and Training: Opportunities to attend relevant conferences and training programs to stay abreast of best practices in service design and public sector innovation.

📝 Enhancement Note: This section proactively identifies potential challenges and frames them as opportunities for skill development, which is valuable for operations professionals seeking roles with growth potential.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you designed or improved a complex service in a government or highly regulated environment. What was your approach, and what was the outcome?" (Focus on methodology, stakeholder management, and measurable impact.)

• "How do you approach translating complex user research findings into practical, actionable design recommendations for operational teams and senior leaders?" (Highlight your synthesis skills and communication strategy.)

• "Imagine you need to introduce a new agile design process to a team resistant to change. How would you approach this, and what tools would you use to facilitate adoption?" (Demonstrate change management, facilitation, and tool proficiency, e.g., Miro, Planner.) Company & Culture Questions:

• "What interests you about designing services for the NSW Department of Education, specifically within the early childhood education sector?" (Showcase research into the sector and alignment with public service mission.)

• "How do you see your role contributing to the Department's commitment to Aboriginal Education Policy and ensuring quality outcomes for Aboriginal people?" (Demonstrate cultural awareness and commitment to equity.)

• "Describe your experience mentoring junior designers or building design capability within an organization. What is your philosophy on coaching?" (Highlight leadership and team development skills.) Portfolio Presentation Strategy:

• Tell a Story: Structure your case studies as narratives that highlight the problem, your journey of discovery, the collaborative process, the innovative solution, and the tangible impact.

• Quantify & Qualify: Where possible, use metrics to demonstrate impact (e.g., improved efficiency, reduced error rates, increased user satisfaction). For qualitative impact, articulate the user experience improvements clearly.

• Show, Don't Just Tell: Use visuals (screenshots, diagrams, process maps from Miro) to illustrate your work and thought process.

• Focus on Your Role: Clearly articulate your specific contributions, especially if you worked in a team.

• Connect to Operations: Explicitly link your design outcomes to operational improvements, efficiency gains, or better service delivery.

📝 Enhancement Note: These interview questions are crafted to probe the core competencies of a Senior Service Designer with an operations lens, focusing on problem-solving, strategic thinking, and practical application.

📌 Application Steps

To apply for this operations-aligned position:

• Submit your application through the provided link on the NSW Department of Education careers portal. Ensure your application includes a resume (max 5 pages) and a cover letter (max 2 pages).

• Tailor your Resume and Cover Letter: Specifically address how your experience in service design, human-centred design, systems thinking, and stakeholder engagement aligns with the responsibilities outlined. Highlight your proficiency with Microsoft Planner and Miro, and any experience in government or education sectors.

• Prepare Your Portfolio: Curate 2-3 strong case studies that demonstrate your ability to solve complex problems, your end-to-end design process, your collaborative approach, and the impact of your work. Be ready to present this portfolio during an interview.

• Research the Department and Sector: Familiarize yourself with the NSW Department of Education's mission, values, strategic priorities, and the specific challenges and opportunities within the early childhood education and care sector. Pay attention to policies like the Aboriginal Education Policy.

• Practice Your Presentation: Rehearse presenting your portfolio and answering potential interview questions, focusing on clear communication, strategic thinking, and demonstrating how your skills will drive operational improvements and enhance 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.

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