Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: myCareer - NSW Government

Location: Sydney, New South Wales, Australia

Job Type: Temporary Full-Time

Category: Service Design / Customer Experience

Date Posted: 2026-05-25

Experience Level: 5-10 Years

Remote Status: Hybrid (50% in-office requirement)

🚀 Role Summary

• Lead impactful user-centred design initiatives to enhance services that support emergency services and the communities of NSW.

• Drive the development of engaging and meaningful human-centred experiences across digital and physical touchpoints.

• Conduct comprehensive user research, leveraging both qualitative and quantitative methods to uncover critical insights and validate design concepts.

• Develop and utilize key design artefacts such as service blueprints and journey maps to visualize end-to-end customer experiences and identify improvement opportunities.

📝 Enhancement Note: This role is crucial for the NSW Telco Authority's mission to keep people and places safe and connected, emphasizing a strong public service orientation. The hybrid model with a 50% in-office requirement suggests a need for on-site collaboration and team engagement in Sydney CBD.

📈 Primary Responsibilities

• Lead user research efforts, employing both qualitative and quantitative methodologies to gather deep user insights and rigorously validate design concepts.

• Develop comprehensive service blueprints, customer journey maps, and other strategic design artefacts to map and analyze end-to-end user experiences.

• Drive the conceptualization and visualization of digital solutions, ensuring they are intuitive, well-structured, and strictly adhere to user-centred design principles.

• Foster strong stakeholder relationships, effectively managing expectations, navigating competing priorities, and building consensus across diverse groups.

• Proactively identify and champion opportunities for service enhancement by aligning user needs with overarching business objectives.

• Facilitate impactful workshops, share best practices in service design, and contribute to building design capability across the organization.

📝 Enhancement Note: The responsibilities clearly indicate a senior-level role requiring not only design execution but also strategic leadership, stakeholder influence, and capability building within the organization. The emphasis on "human-centred experiences" and "keeping people and places safe and connected" highlights the critical nature of the work.

🎓 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: Minimum of 5-10 years of progressive experience in service design, CX, or related digital design fields, with a proven track record of leading user-centred design initiatives.

Required Skills:

• Expertise in conducting both qualitative and quantitative user research to extract actionable insights.

• Proficiency in developing service blueprints, journey maps, and other comprehensive design artefacts.

• Strong capability in design thinking methodologies and digital concept visualization.

• Excellent stakeholder engagement and consensus-building skills, with experience managing competing priorities.

• Demonstrated ability to work effectively in ambiguous and complex environments.

• Proven self-management and prioritization skills for autonomous work.

Preferred Skills:

• Experience utilizing workshop facilitation tools such as Miro.

• Familiarity with prototyping tools like Figma.

• General technical literacy relevant to digital service delivery.

📝 Enhancement Note: The "Nice to have" skills suggest a preference for candidates who are already adept with collaborative digital tools and have a foundational understanding of prototyping, indicating a modern and digitally-enabled design environment. The experience level is critical for leading initiatives and mentoring others.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable examples of leading end-to-end service design projects from research to implementation.

• Case studies showcasing the development and impact of service blueprints and customer journey maps.

• Visualizations and artefacts that clearly articulate user needs, pain points, and proposed solutions.

• Evidence of stakeholder engagement and how design recommendations were translated into actionable improvements.

Process Documentation:

• Documentation of research methodologies employed, including qualitative interview guides, survey designs, and data analysis frameworks.

• Clear articulation of design thinking processes, workshop outputs, and decision-making rationales.

• Evidence of iterative design and testing processes, demonstrating how feedback was incorporated.

• Examples of collaboration with development teams or other functional areas to implement designed services.

📝 Enhancement Note: A strong portfolio is essential for this role, as it will be used to evaluate the candidate's ability to translate complex user needs and business objectives into tangible, human-centred service designs. The focus should be on demonstrating impact and process rigor.

💵 Compensation & Benefits

Salary Range: AUD $129,464 - $142,665 per annum (Grade 9/10) + Superannuation and Leave Loading.

Benefits:

• Employer-contributed superannuation.

• Leave loading entitlements.

• Flexible working arrangements considered.

• Comprehensive training and development opportunities to support continuous learning and upskilling.

• Opportunities for job mobility and new experiences within the NSW Government sector.

• Hybrid work model offering a balance between in-office collaboration and remote flexibility.

Working Hours: Standard full-time hours, likely 35-40 hours per week, with flexibility considered.

📝 Enhancement Note: The salary range is competitive for a Senior Service Designer role within the Australian public sector, particularly in Sydney. The benefits package reflects a commitment to employee well-being, professional development, and work-life balance, aligning with public sector employment standards. The "hybrid with a 50% in-office requirement" means candidates should expect to be in the Sydney CBD office for approximately half of their working week.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector (specifically Telecommunications and Emergency Services infrastructure).

Company Size: NSW Government is a large public sector organization. The NSW Telco Authority (NSWTA) operates as a standalone Statutory Authority within the Department of Customer Service, suggesting a significant operational scale.

Founded: NSW Telco Authority is a modern entity focused on critical infrastructure and public safety, established to manage and evolve the Public Safety Network.

Team Structure:

• The role sits within the Customer Experience – Design, Research and Insights team within the Customer and Emergency Management Division of the NSW Telco Authority.

• This is a friendly, collaborative, and fast-paced team comprising designers and researchers.

• The team is dedicated to improving services that keep people and places safe and connected.

Methodology:

• The team is focused on user-centred design, qualitative and quantitative research, and developing actionable insights.

• Emphasis is placed on understanding end-to-end customer experiences and integrating user needs with business objectives.

• A culture of capability uplift and knowledge sharing is encouraged.

• The Department of Customer Service values integrity, trust, service, and accountability.

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

📝 Enhancement Note: The organizational context highlights a mission-driven environment focused on public safety and connectivity. The team culture is described as collaborative and fast-paced, with a strong emphasis on user-centred design principles and continuous improvement. This is a role within a significant government agency, offering stability and the opportunity to impact essential services.

📈 Career & Growth Analysis

Operations Career Level: Senior Service Designer (Grade 9/10). This level signifies a senior individual contributor role with leadership responsibilities in design strategy, execution, and mentorship.

Reporting Structure: The role reports into the Customer Experience – Design, Research and Insights team, likely to a Manager or Director of CX/Design within the Customer and Emergency Management Division.

Operations Impact: This role has a direct impact on the effectiveness and user satisfaction of critical services supporting emergency responders and the general public in NSW. By improving service design, the role contributes to enhanced public safety, communication reliability, and community connection.

Growth Opportunities:

• Skill Specialization: Deepen expertise in specific areas of service design, user research, or digital product strategy.

• Leadership Development: Progress to a Lead Service Designer or Design Manager role, overseeing larger projects or teams.

• Cross-Agency Collaboration: Gain exposure to diverse government projects and stakeholders, broadening network and experience.

• Capability Building: Take on opportunities to mentor junior designers and drive design thinking adoption across the organization.

• Public Sector Career Path: Leverage this experience for future roles within the NSW Government or other public sector organizations.

📝 Enhancement Note: This senior role offers a clear path for growth within the public sector. The emphasis on capability uplift and cross-functional collaboration suggests opportunities to expand influence and leadership skills beyond direct design work. The temporary nature (12 months) may appeal to those seeking specific project experience or a transition into public sector roles.

🌐 Work Environment

Office Type: Hybrid model with a requirement for 50% in-office presence in Sydney CBD. This suggests a modern office environment designed for collaboration.

Office Location(s): Sydney CBD, New South Wales, Australia. Specific details on office amenities or accessibility would require direct inquiry.

Workspace Context:

• Collaborative workspace designed to foster interaction and knowledge sharing among designers, researchers, and other team members.

• Access to essential design tools and technology, likely including collaborative platforms like Miro and prototyping software like Figma.

• Opportunities for regular face-to-face interaction with colleagues, stakeholders, and potentially end-users for research and feedback sessions.

• A dynamic environment where user needs are central to service development.

Work Schedule: Standard full-time hours, with the department promoting flexibility and considering arrangements like part-time or job share, though the role is advertised as full-time temporary. The hybrid model allows for structured remote work days, balanced with in-office collaboration.

📝 Enhancement Note: The hybrid model is a key aspect of the work environment, requiring self-discipline and effective time management to balance remote work with collaborative in-office days. The Sydney CBD location offers access to a major urban center.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Application: Submit resume, cover letter (if required), and portfolio.

• Portfolio Review: Assess demonstrated skills in service design, user research, stakeholder management, and visual communication.

• Interview Stages: Likely include behavioural and technical interviews. Expect questions related to design thinking, user research methodologies, stakeholder management, and problem-solving.

• Capability-Based Assessment: The NSW Government often uses a Capability Framework. Candidates will be assessed against specific capabilities listed in the role description. The "Capability Application Tool" is recommended for preparation.

• Potential Practical Exercise: May involve a short design challenge or case study presentation.

Portfolio Review Tips:

• Showcase End-to-End Process: Detail your role and contributions in each stage of service design, from discovery and research to ideation, prototyping, and implementation support.

• Highlight Impact: Quantify results where possible (e.g., improvements in user satisfaction, efficiency gains, adoption rates).

• Demonstrate User-Centred Approach: Clearly articulate how user needs and insights drove your design decisions.

• Include Artefacts: Present service blueprints, journey maps, wireframes, and other relevant deliverables with clear explanations.

• Tailor to the Role: Emphasize projects related to public services, safety, or complex stakeholder environments if possible.

Challenge Preparation:

• Familiarize yourself with the NSW Government's Capability Framework and the specific capabilities listed for this role.

• Prepare examples that demonstrate your experience in qualitative/quantitative research, service blueprinting, stakeholder management, and working in complex environments.

• Practice articulating your design process and decision-making rationale clearly and concisely.

• Be ready to discuss how you would approach a specific service design challenge relevant to emergency services or public safety.

📝 Enhancement Note: The NSW Government emphasizes a structured and capability-based recruitment process. Utilizing the provided "Capability Application Tool" is highly recommended to align your application and interview responses with the stated requirements and to understand the expected assessment criteria.

🛠 Tools & Technology Stack

Primary Tools:

• Design & Prototyping: Figma (preferred), or similar advanced prototyping tools.

• Collaboration & Workshop: Miro (preferred), or similar digital whiteboarding and facilitation tools.

• User Research Platforms: Various tools for surveys, interviews, and usability testing (specifics may vary).

• Project Management: Tools like Jira, Asana, Trello, or similar for task and project tracking within a team environment.

Analytics & Reporting:

• Tools for analyzing qualitative user feedback and quantitative research data.

CRM & Automation:

• While not a primary focus for this design role, an understanding of how CRM systems and automation might impact customer journeys could be beneficial.

📝 Enhancement Note: Proficiency with collaborative design tools like Figma and Miro is explicitly mentioned as preferred or required. Candidates should be comfortable working in a digitally-enabled environment and be able to articulate how these tools facilitate effective service design processes.

👥 Team Culture & Values

Operations Values:

• Integrity, Trust, Service, Accountability: These are the core values of NSWTA and should be reflected in how candidates approach their work and interactions.

• User-Centred: A fundamental value, driving all design and research activities to prioritize the needs of end-users.

• Collaboration: A strong emphasis on teamwork, knowledge sharing, and working effectively with colleagues and stakeholders.

• Continuous Improvement: A commitment to identifying and implementing enhancements to services and processes.

• Inclusivity: Valuing diverse perspectives and creating an inclusive workplace.

Collaboration Style:

• Cross-functional Integration: Working closely with researchers, other designers, policy advisors, and potentially technical teams.

• Stakeholder Partnership: Building strong relationships with internal and external stakeholders to ensure alignment and buy-in.

• Open Communication: Encouraging transparent dialogue, feedback exchange, and constructive critique.

• Agile & Iterative: Embracing a flexible approach to design and development, adapting to feedback and changing requirements.

📝 Enhancement Note: Alignment with the NSW Government's core values and the team's collaborative spirit will be crucial for success. Candidates should be prepared to discuss how they embody these values in their professional practice.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Diverse Stakeholder Needs: Navigating competing priorities and requirements from various government agencies, emergency services, and community groups.

• Designing for Complex Systems: Working within established government frameworks and infrastructure, requiring adaptability and creative problem-solving.

• Driving Change in a Large Organization: Influencing adoption of new design approaches and ensuring user-centred principles are embedded across different departments.

• Measuring Impact in Public Service: Demonstrating the value and effectiveness of design interventions in a context where ROI may be measured differently than in the private sector.

Learning & Development Opportunities:

• Access to Public Sector Training: Opportunities to engage with government-specific training programs and development resources.

• Exposure to Critical Infrastructure Projects: Gaining experience on projects that have a significant impact on public safety and connectivity.

• Mentorship from Senior Leaders: Learning from experienced professionals within the NSW Telco Authority and Department of Customer Service.

• Networking: Building a professional network within the NSW Government and the broader public sector.

📝 Enhancement Note: The challenges presented are typical for senior roles in large, mission-driven organizations. These challenges also represent significant opportunities for professional growth and for making a tangible contribution.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design challenge you faced and how you applied design thinking to solve it. What was the outcome?" (Focus on process, user insights, stakeholder management, and measurable impact)

• "How do you approach user research in a government or public sector context, considering potential constraints and diverse user groups?" (Highlight methodologies, ethical considerations, and adapting research for specific contexts)

Company & Culture Questions:

• "What interests you about working for the NSW Government and specifically the NSW Telco Authority?" (Show genuine interest in public service and the organization's mission)

• "How do you embody the values of Integrity, Trust, Service, and Accountability in your work?" (Provide specific examples)

Portfolio Presentation Strategy:

• Structure: Organize your portfolio around key projects, clearly outlining the problem, your role, the process (research, ideation, design), the solutions, and the outcomes/impact.

• Storytelling: Narrate each project, emphasizing the user insights that guided your decisions and the value delivered.

• Visuals: Use high-quality visuals, including mockups, journey maps, service blueprints, and research findings.

• Conciseness: Be prepared to present a selected few impactful case studies rather than overwhelming the interviewer with too much information. Focus on depth over breadth.

• Audience Awareness: Tailor your presentation to resonate with the interviewer's understanding of design and public sector goals.

📝 Enhancement Note: Preparation should focus on demonstrating not only design expertise but also an understanding of the public sector context, government values, and the specific mission of the NSW Telco Authority. Leveraging the "Capability Application Tool" is critical for understanding the expected assessment criteria.

📌 Application Steps

To apply for this Senior Service Designer position:

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

• Customize your Resume: Tailor your resume to highlight experience and skills directly relevant to the role description, emphasizing user research, service design artefacts, stakeholder management, and digital concept development. Use keywords from the job posting.

• Prepare Your Portfolio: Curate a portfolio that showcases your most relevant and impactful service design projects. Ensure it clearly demonstrates your process, user-centred approach, and the outcomes achieved. Be ready to present specific case studies.

• Research NSW Telco Authority & NSW Government Capabilities: Familiarize yourself with the organization's mission, values, and the NSW Government's Capability Framework. Utilize the provided "Capability Application Tool" to understand the expected competencies and prepare your responses accordingly.

• Practice Interview Responses: Prepare to articulate your experience and approach to common service design, user research, and stakeholder management questions, using the STAR method (Situation, Task, Action, Result) and drawing from your portfolio.

⚠️ 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.