Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: myCareer - NSW Government

Location: Sydney, New South Wales, Australia

Job Type: Full-time

Category: Service Design / Digital Experience

Date Posted: 2026-07-25

Experience Level: Mid-Senior Level (implied by "Senior" title and salary range)

Remote Status: Hybrid (50% office presence required)

🚀 Role Summary

• Drive the end-to-end design process for innovative, customer-focused digital user experiences within the ID Support NSW team.

• Champion human-centered design principles through service blueprinting, journey mapping, and user research to understand and improve customer interactions.

• Collaborate cross-functionally with diverse stakeholders to align on strategic objectives and deliver seamless service outcomes for the public.

• Utilize advanced design thinking methodologies and prototyping tools to translate concepts into intuitive and impactful digital solutions.

📝 Enhancement Note: While the role is "Senior Service Designer," the provided description and salary range ($133,348 - $146,945 AUD) suggest a mid-to-senior level within the public sector, aligning with Clerk Grade 9/10. The focus on "digital user experiences" and "identity remediation" places this within a GTM context for government services, emphasizing user adoption and trust.

📈 Primary Responsibilities

• Digital Concept Development & Design: Lead the conceptualization and visualization of digital solutions, ensuring they are user-centric, structurally sound, and visually engaging.

• Service Blueprinting and Journey Mapping: Develop comprehensive service blueprints and customer journey maps to illustrate end-to-end user experiences and identify key touchpoints for improvement.

• User Research & Testing: Design and execute qualitative and quantitative research methodologies to understand user behavior, validate design concepts, and ensure intuitive and effective user experiences.

• Collaboration & Stakeholder Engagement: Foster strong working relationships and clear communication channels with diverse stakeholders, managing expectations and building consensus to achieve seamless service outcomes.

• Service Design & Improvement: Champion continuous service optimization by integrating user needs with business objectives, driving capability growth and enhancing the overall service offering.

• Prototyping and Technical Literacy: Create interactive prototypes using tools like Figma and demonstrate an understanding of digital/web systems and their constraints.

• Visual Modeling: Apply design thinking principles to create visually compelling models that communicate complex service concepts effectively.

📝 Enhancement Note: The responsibilities are clearly defined and cover the core aspects of service design, with a strong emphasis on user-centricity and stakeholder management, crucial for public sector digital transformation initiatives. The integration of "cyber security" and "identity remediation" context adds a unique angle to the typical service design role.

🎓 Skills & Qualifications

Education:

• Tertiary qualifications or equivalent professional experience in Customer Experience (CX), User Interface (UI) / Human-Computer Interaction (HCI), or Digital Product Design. Experience:

• Proven experience in driving the design process from concept to visualization for digital products and services.

• Demonstrated experience in service blueprinting and customer journey mapping.

• History of conducting qualitative and quantitative user research and testing.

• Experience in fostering collaboration and managing stakeholder expectations, especially in environments with competing priorities.

• Proficiency in design thinking methodologies and creating visually compelling models.

• Experience with prototyping tools such as Figma.

• Technical literacy, including an awareness of digital/web systems and their constraints. Required Skills:

• Service Design: Expertise in designing and optimizing end-to-end service experiences.

• User Research: Proficient in qualitative and quantitative research methods to gather user insights.

• Prototyping: Skilled in using tools like Figma for creating interactive prototypes.

• Design Thinking: Ability to apply design thinking frameworks to solve complex problems.

• Stakeholder Engagement: Excellent communication and interpersonal skills for managing diverse stakeholder groups.

• Journey Mapping & Service Blueprinting: Capability to map and visualize complex service flows.

• Technical Literacy: Understanding of digital/web systems and their limitations.

Preferred Skills:

• Digital Architecture: Understanding of how digital systems integrate and function.

• CX/UI/HCI: Formal background or extensive experience in these specific disciplines.

• Visual Modeling: Ability to create clear and persuasive visual representations of concepts.

• Iterative Design: Experience with agile and iterative design processes.

• Government Sector Experience: Familiarity with public sector service delivery and digital transformation.

📝 Enhancement Note: The requirements blend specific design skills with broader competencies like stakeholder management and technical literacy. The emphasis on Australian citizenship and security clearance is a critical, non-negotiable requirement for this government role.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrated Service Design Process: Showcase a clear, repeatable process for conceptualizing, designing, and iterating on digital services. This should include evidence of user research, ideation, prototyping, and testing phases.

• Case Studies of Impact: Present detailed case studies of past projects, highlighting specific problems addressed, the design solutions implemented, and quantifiable outcomes or improvements achieved (e.g., improved user satisfaction, efficiency gains, adoption rates).

• Visualizations of User Journeys & Blueprints: Include examples of service blueprints, customer journey maps, wireframes, and interactive prototypes that clearly articulate the user experience and service flow.

• Demonstration of Tool Proficiency: Evidence of proficiency with relevant design and prototyping tools, such as Figma, and an ability to articulate how these tools were used to achieve design goals.

Process Documentation:

• Workflow Design & Optimization: Examples of how you have mapped out existing service workflows and proposed optimizations based on user needs and business objectives.

• User-Centric Design Implementation: Documentation illustrating how user feedback and research findings were integrated into the design and development lifecycle.

• Cross-functional Collaboration Documentation: Evidence of how you have collaborated with technical teams, product managers, and other stakeholders to bring service designs to fruition.

📝 Enhancement Note: For a Senior Service Designer role, a strong portfolio demonstrating a structured approach to design, user advocacy, and tangible results is paramount. The NSW Government context implies a need for clarity, accessibility, and efficiency in public-facing services.

💵 Compensation & Benefits

Salary Range: $133,348 - $146,945 AUD per annum (plus superannuation and annual leave loading).

Benefits:

• Superannuation: Employer contributions to a retirement fund.

• Annual Leave Loading: Additional payment when taking annual leave.

• Flexible Working Arrangements: Opportunities for flexible work schedules.

• Career Development: Access to ongoing learning, expert-led sessions, online training, and professional development.

• Flex Time Accrual: Ability to accrue extra hours for time off (for non-Executive roles), based on a 35-hour work week.

• Wellbeing Support: Access to Employee Assistance Programs (EAP), Fitness Passport, and various wellbeing initiatives.

• Inclusive Culture: Participation in staff-led Employee Resource Groups (ERGs) like DCS Pride and Young Professionals Network.

• Generous Leave Entitlements: Four weeks of annual leave, plus paid sick leave, carer's leave, and long service leave.

Working Hours: 35 hours per week (standard public sector work week).

📝 Enhancement Note: The salary is specified and falls within the Clerk Grade 9/10 band for NSW Government. The benefits package is comprehensive, reflecting typical offerings in the public sector, with a strong emphasis on work-life balance and employee wellbeing.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (specifically, Cyber Security and Digital Transformation within NSW Government).

Company Size: Large (NSW Government is a substantial employer, with numerous departments and agencies).

Founded: The Department of Customer Service (DCS) has evolved through various government reorganizations; its current form is relatively recent, but the NSW Government itself has a long history. ID Support NSW is a specific business unit within Cyber Security NSW.

Team Structure:

• ID Support NSW: This team operates within Cyber Security NSW, focusing on identity protection and remediation services for the public.

• Strategic Partnership Team: The Senior Service Designer will be part of this team, implying a focus on collaboration and forming key relationships to drive service innovation.

• Cross-functional Collaboration: The role will likely involve close interaction with digital product teams, policy advisors, cybersecurity specialists, communication teams, and potentially other government agencies.

Methodology:

• User-Centricity: A core principle, emphasized throughout the role and team's purpose.

• Data-Driven Decision Making: While not explicitly stated for this role, government digital services increasingly rely on data analytics for performance measurement and improvement.

• Agile & Iterative Development: Common in digital transformation projects, suggesting a flexible and responsive approach to service design and delivery.

• Government Objectives: Services must align with broader NSW Government goals for digital transformation, citizen engagement, and public service delivery.

Company Website: https://www.digital.nsw.gov.au/delivery/cyber-security and https://www.nsw.gov.au/id-support-nsw

📝 Enhancement Note: The context of working within NSW Government and specifically ID Support NSW means the work has a direct impact on public citizens, particularly in areas of digital security and personal data protection. This requires a strong ethical compass and a commitment to accessible, user-friendly services.

📈 Career & Growth Analysis

Operations Career Level: This is a "Senior" role within Service Design, indicating a significant level of autonomy, expertise, and responsibility. It suggests the ability to lead design initiatives, mentor junior designers, and influence strategic direction. In the NSW Government context, it aligns with Clerk Grade 9/10, which is a senior professional level.

Reporting Structure: The role reports into the Strategic Partnership team within ID Support NSW, likely under a Team Lead or Director. Collaboration will be broad, involving various internal and external stakeholders.

Operations Impact: The Senior Service Designer will directly influence how citizens interact with critical government services related to identity protection and remediation. This has a substantial impact on public trust, digital inclusion, and the effectiveness of government response to cyber threats and data breaches. Success means more secure and resilient citizens and a more efficient government response.

Growth Opportunities:

• Leadership in Service Design: Potential to grow into a Lead Service Designer or Service Design Manager role, overseeing larger projects or teams.

• Specialization: Develop deeper expertise in specific areas like cybersecurity user experience, identity management, or public sector digital transformation.

• Cross-functional Expertise: Gain broader experience in digital strategy, product management, or policy development within the government sector.

• Mentorship: Opportunity to mentor junior designers and contribute to the development of design capabilities within the department.

• Talent Pool: A talent pool is being created, indicating potential for future opportunities within the department or broader NSW Government.

📝 Enhancement Note: This role offers a unique opportunity to contribute to public good through design, with clear pathways for career advancement within a large government organization. The creation of a talent pool suggests a strategic focus on building capability in this area.

🌐 Work Environment

Office Type: Hybrid working model is specified, requiring 50% office presence. This suggests a modern, collaborative office environment designed to support both in-person teamwork and remote work.

Office Location(s): Sydney CBD, New South Wales. This implies access to a major metropolitan hub with public transport and amenities.

Workspace Context:

• Collaborative Spaces: Likely includes meeting rooms, breakout areas, and open-plan workspaces conducive to team collaboration and workshops.

• Technology & Tools: Access to standard office technology, high-speed internet, and the necessary design software (e.g., Figma) and hardware.

• Team Interaction: Opportunities for daily interaction with colleagues, researchers, developers, and project managers, fostering a dynamic and communicative work environment.

• Government Setting: Professional environment adhering to public sector standards and protocols.

Work Schedule: Standard 35-hour work week with flexibility options, promoting a healthy work-life balance. This allows for focused design work, research, and stakeholder engagement, while accommodating personal needs.

📝 Enhancement Note: The hybrid model and CBD location offer a balance between structured office collaboration and personal flexibility, common in contemporary professional roles. The emphasis on collaboration is key for complex government projects.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Submit resume (max 4 pages) and a cover letter (max 2 pages) addressing key accountabilities and job advert points.

• Initial Screening: Review of applications and cover letters to assess against essential requirements.

• Interview(s): Likely includes one or more interview stages. This may involve behavioral questions, scenario-based questions, and discussion of past projects.

• Portfolio Review: Expect to present and discuss your portfolio, showcasing your design process, problem-solving skills, and impact.

• Capability Assessment: Questions will likely focus on the core capabilities outlined in the Role Description and the NSW Public Sector Capability Framework (mention of the "Capability Application Tool" confirms this).

• Final Assessment: Evaluation based on skills, experience, cultural fit, and potential contribution to the team and objectives.

Portfolio Review Tips:

• Show, Don't Just Tell: Use your portfolio to visually demonstrate your design process, from initial research to final design solutions.

• Focus on Impact: For each case study, clearly articulate the problem, your role, the solutions you designed, and the measurable outcomes or benefits achieved. Quantify where possible.

• Highlight User-Centricity: Emphasize how user needs and research informed your design decisions.

• Showcase Collaboration: Include examples that illustrate your ability to work effectively with diverse teams and stakeholders.

• Tailor to the Role: Ensure your portfolio examples align with the responsibilities and requirements of a Senior Service Designer working on public sector digital services.

• Be Prepared for Process Discussions: Be ready to walk through your thought process, explain your tool choices, and discuss trade-offs made during design.

Challenge Preparation:

• Utilize the Capability Application Tool: The NSW Government provides this tool specifically to help candidates prepare for interviews by offering practice questions based on the required capabilities.

• Review the Role Description: Understand the key accountabilities and essential requirements thoroughly.

• Research ID Support NSW and Cyber Security NSW: Understand their mission, services, and challenges.

• Prepare STAR Method Answers: For behavioral questions, structure your responses using the Situation, Task, Action, Result method.

• Practice Presenting Your Portfolio: Rehearse explaining your projects concisely and effectively, focusing on the "why" and the "impact."

• Anticipate Design Challenges: Think about how you would approach designing services for specific user groups with potential accessibility needs or technical limitations.

📝 Enhancement Note: The explicit mention of the "Capability Application Tool" is a significant clue for preparation. Candidates should familiarize themselves with the NSW Public Sector Capability Framework and practice articulating their experience against these competencies.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Explicitly mentioned as a required prototyping tool.

Proficiency is expected for creating wireframes, mockups, and interactive prototypes.

• Service Design Tools: While not explicitly named, expect tools for:
  • Service Blueprinting & Journey Mapping: e.g., Miro, Mural, Lucidchart, or specialized service design software.
  • User Research Platforms: Tools for surveys, user interviews, and usability testing.
  • Wireframing & Prototyping Tools: Beyond Figma, familiarity with others like Sketch, Adobe XD, InVision might be beneficial.

Analytics & Reporting:

• User Analytics: Understanding of tools like Google Analytics or similar platforms to track user behavior on digital services.

• Data Visualization Tools: Familiarity with tools for presenting research findings and performance metrics.

CRM & Automation:

• While not directly customer-facing in a sales CRM sense, understanding of how digital services interact with backend systems, databases, and potentially citizen relationship management systems would be advantageous.

📝 Enhancement Note: Figma is a key tool requirement. Beyond that, the emphasis is on the application of design thinking and user research principles, with a flexible approach to the specific tools used for mapping and collaboration.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A paramount value, ensuring all design decisions prioritize the needs and experiences of the public.

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

• Impact & Purpose: A drive to make a tangible positive impact on the lives of NSW citizens through improved government services.

• Innovation: Encouraging creative problem-solving and the development of novel solutions for digital challenges.

• Integrity & Trust: Essential for a role involving cyber security and personal data, reflecting the values of public service.

• Continuous Improvement: A commitment to learning, iterating, and enhancing services over time.

Collaboration Style:

• Cross-functional Integration: Active participation in multidisciplinary teams, bridging the gap between user needs, business objectives, and technical feasibility.

• Open Communication: Encouraging transparent dialogue, constructive feedback, and knowledge sharing.

• Consensus Building: Skill in navigating diverse perspectives and priorities to find common ground and drive decisions forward.

• Partnership-Oriented: Working closely with stakeholders to co-create solutions and ensure alignment.

📝 Enhancement Note: The values reflect a public sector ethos combined with modern digital design practices, emphasizing user impact, collaboration, and continuous improvement.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Diverse Stakeholder Needs: Managing priorities and expectations from various government departments, user groups, and internal teams with potentially conflicting objectives.

• Navigating Government Bureaucracy: Working within established public sector processes, policies, and procurement frameworks.

• Designing for Diverse Audiences: Creating accessible and intuitive experiences for a broad range of users, including those with varying levels of digital literacy or accessibility requirements.

• Integrating with Legacy Systems: Potentially designing services that need to interface with older government IT infrastructure.

• Ensuring Data Security and Privacy: Designing services that meet stringent government standards for data protection and user privacy in the context of cyber security.

Learning & Development Opportunities:

• Specialized Training: Opportunities to deepen expertise in areas like cybersecurity UX, identity management, or specific government digital transformation frameworks.

• Industry Events & Conferences: Potential to attend relevant design, UX, and government technology events.

• Mentorship Programs: Access to formal or informal mentorship from senior leaders within NSW Government.

• Exposure to Large-Scale Projects: Gaining experience on significant digital initiatives that impact a large population.

• Capability Development: Structured development pathways aligned with the NSW Public Sector Capability Framework.

📝 Enhancement Note: The challenges are typical of large government digital transformation roles, requiring adaptability and strong problem-solving skills. The growth opportunities are substantial, leveraging the scale and complexity of the NSW Government.

💡 Interview Preparation

Strategy Questions:

• Design Process & Methodology: "Describe your end-to-end service design process. How do you integrate user research, ideation, prototyping, and testing?" "Walk me through a complex service design challenge you faced, your approach, and the outcome."

• Stakeholder Management: "How do you manage conflicting priorities among stakeholders?" "Describe a time you had to gain buy-in for a design decision from a resistant stakeholder."

• Problem-Solving & Innovation: "Imagine you need to design a new digital service for reporting identity theft for citizens with low digital literacy. What would be your first steps?" "How do you ensure your designs are accessible and inclusive?"

Company & Culture Questions:

• "What interests you about working for NSW Government and specifically ID Support NSW?"

• "How do your personal values align with the values of public service and this role?"

• "Describe your experience working in a hybrid environment and collaborating with remote and in-office team members."

• "How do you stay current with trends in service design, cybersecurity, and digital government?" Portfolio Presentation Strategy:

• Structure for Impact: Begin with an executive summary of your most impactful projects. For each case study, clearly state the problem, your role, the key design decisions made, the process followed, and the measurable results.

• Visual Storytelling: Use your visuals (journey maps, blueprints, prototypes) to guide the interviewer through the user experience and your design thinking.

• Focus on "Why": Be prepared to explain the rationale behind your design choices, linking them back to user needs and business objectives.

• Demonstrate Collaboration: Highlight instances where you worked effectively with development teams, product managers, or other stakeholders.

• Quantify Outcomes: Whenever possible, present data or metrics that demonstrate the success of your designs.

• Address Security & Accessibility: Be ready to discuss how you considered security, privacy, and accessibility in your designs.

📝 Enhancement Note: Candidates should leverage the "Capability Application Tool" to understand the expected competencies and practice answering questions using the STAR method. Demonstrating an understanding of public sector objectives and the specific mission of ID Support NSW will be crucial.

📌 Application Steps

To apply for this operations position:

• Submit your application through the NSW Government careers portal link provided.

• Customize Your Resume: Tailor your resume to highlight experience in service design, user research, prototyping (especially Figma), stakeholder engagement, and any relevant public sector or cyber security projects. Use keywords from the job description and ensure it does not exceed four pages.

• Craft a Targeted Cover Letter: Address your cover letter (max two pages) directly to the key accountabilities and essential requirements listed. Clearly articulate how your skills and experience make you a strong candidate for this Senior Service Designer role within ID Support NSW.

• Prepare Your Portfolio for Review: Ensure your portfolio is up-to-date, showcases relevant case studies with clear problem/solution/impact narratives, and demonstrates your design process and tool proficiency (especially Figma). Be ready to present and discuss your work.

• Research NSW Public Sector Capabilities: Familiarize yourself with the NSW Public Sector Capability Framework and use the provided "Capability Application Tool" to practice answering interview questions based on these competencies.

• Understand the Organization: Research ID Support NSW, Cyber Security NSW, and the broader Department of Customer Service's mission, goals, and recent initiatives to demonstrate your understanding and interest.

⚠️ 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. The requirement for Australian citizenship and security clearance is critical and non-negotiable.