Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer

Company: myCareer - NSW Government

Location: Sydney, NSW, Australia

Job Type: Full-time, Ongoing

Category: Service Design / Customer Experience Design

Date Posted: April 14, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid (1 day office attendance required)

🚀 Role Summary

• Lead end-to-end human-centered design projects, driving service innovation from discovery through to delivery.

• Conduct comprehensive qualitative and quantitative user research to uncover needs and validate design decisions.

• Develop critical service design artefacts, including journey maps and service blueprints, to inform strategic decision-making.

• Facilitate collaborative workshops to build shared understanding and drive alignment across diverse stakeholder groups.

• Translate complex insights into actionable, inclusive, and accessible service improvements aligned with government standards.

📝 Enhancement Note: While the title is "Senior Service Designer," the responsibilities and requirements suggest a role deeply integrated with GTM strategy by focusing on improving public services. The emphasis on translating insights into actionable improvements and collaborating with policy, digital, and communications teams directly impacts how government services are perceived and utilized, mirroring GTM principles of understanding and serving a target audience. The role requires strong analytical and strategic thinking, common in operations roles focused on optimizing customer journeys and delivering value.

📈 Primary Responsibilities

• Lead the entire service design lifecycle for government projects, encompassing discovery, problem framing, concept development, prototyping, testing, and final delivery.

• Plan, execute, and synthesize mixed-method research (interviews, observational studies, usability testing) to deeply understand user needs and validate design concepts.

• Create and utilize service design artifacts such as customer journey maps, service blueprints, user flows, wireframes, and concept models to effectively communicate insights and guide decision-making.

• Facilitate co-design, ideation, and alignment workshops involving customers, stakeholders, policy advisors, and technical teams to foster collective understanding and strategic direction.

• Transform research findings and user insights into practical, feasible, and inclusive service improvements that meet NSW Government standards for accessibility and user-centered delivery.

• Develop detailed reports and deliver compelling presentations to clearly communicate insights, recommendations, and design rationales to various audiences.

• Collaborate effectively within multidisciplinary teams, including insights, policy, digital, and communications specialists, to ensure seamless transition of service concepts into implementation and measurable outcomes.

• Contribute to the broader Customer Experience (CX) capability uplift within NSW Government by mentoring colleagues, sharing best practices, and promoting human-centered design methodologies.

📝 Enhancement Note: The responsibilities outlined focus heavily on the "discovery" and "concept development" phases, which are critical for informing the strategic direction of public services. The emphasis on translating insights into "actionable service improvements" and ensuring "concepts successfully transition into implementation and measurable outcomes" highlights a strong connection to operationalizing design thinking and ensuring tangible impact, aligning with GTM operational principles.

🎓 Skills & Qualifications

Education:

Experience:

• 5-10 years of professional experience in service design, CX, or related design fields.

• Demonstrated experience leading end-to-end service design projects from initiation to completion.

Required Skills:

• Strong expertise in conducting qualitative and quantitative user research, analyzing user behavior, generating clear insights, identifying opportunities, and validating design concepts through iterative testing.

• Proficiency in design thinking methodologies and the ability to create visually compelling service blueprints, journey maps, user flows, and other design artifacts to represent end-to-end customer experiences and identify service improvements.

• Demonstrated capability in designing inclusive and accessible service solutions aligned with NSW Government standards and user-centered design principles.

• Excellent communication skills, with a proven ability to present complex information clearly, simply, and engagingly to diverse audiences.

• Strong facilitation and stakeholder engagement skills, including experience managing expectations, navigating competing priorities, and building consensus across varied groups.

• Experience working confidently in complex, fast-paced, and evolving or uncertain environments.

Preferred Skills:

• Experience with workshop facilitation tools such as Miro.

• Proficiency in prototyping tools such as Figma.

• Familiarity with NSW Government service delivery standards and accessibility guidelines.

• Experience in coaching colleagues and promoting best-practice human-centered design.

📝 Enhancement Note: The "To be successful in this role you will demonstrate" section is crucial for understanding the practical application of skills. The emphasis on "translating insights into actionable service improvements" and "ensuring solutions are feasible, inclusive and aligned with government standards" directly relates to the operational execution of design principles, a key aspect of GTM strategy. The requirement for proficiency in specific tools like Miro and Figma also points to the need for hands-on operational capabilities.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrate end-to-end service design project examples, showcasing the full lifecycle from discovery and research to concept and delivery.

• Include case studies that highlight the user research methodologies employed, the insights generated, and how these insights directly informed design decisions and service improvements.

• Showcase the creation and application of key service design artifacts such as detailed customer journey maps, comprehensive service blueprints, and user flows.

• Provide evidence of iterative testing and validation of design concepts, illustrating how feedback was incorporated to refine solutions.

Process Documentation:

• Examples of how research findings were documented and synthesized to inform stakeholders and design direction.

• Documentation of facilitated workshops, including agendas, participant lists, key outcomes, and follow-up actions.

• Clear articulation of the design process followed for specific projects, including rationale for chosen methodologies and tools.

• Demonstration of how accessibility and inclusivity were integrated into the design and development process.

• Evidence of collaboration with policy, digital, and technical teams to ensure successful implementation of service designs.

📝 Enhancement Note: For a Senior Service Designer role, a portfolio is essential. It should not just showcase final outputs but the process of design. This includes how research was conducted, how insights were derived, how stakeholders were engaged, and how iterative testing informed the final solution. This aligns with operations' need to see documented processes and demonstrated ability to execute.

💵 Compensation & Benefits

Salary Range: $129,464 - $142,665 AUD per annum (Clerk Grade 9/10) plus superannuation.

Benefits:

• Superannuation: Employer contributions as per government regulations.

• Work-Life Balance: Support for flexible working arrangements, including hybrid work.

• Professional Development: Opportunities for capability uplift and continuous learning in CX and service design.

• Impactful Work: Opportunity to contribute to significant improvements in public services across NSW.

• Inclusive Environment: Access to a diverse and inclusive workplace culture.

• Career Progression: Potential to be part of a talent pool for future opportunities.

Working Hours: Full-time, typically 35-40 hours per week, with a requirement for weekly office attendance.

📝 Enhancement Note: The salary is explicitly stated. The benefits are typical for government roles, emphasizing stability, professional development, and work-life balance, which are attractive to professionals seeking long-term careers. The "plus superannuation" is a standard addition in Australian compensation.

🎯 Team & Company Context

🏢 Company Culture

Industry: Government & Public Sector, focused on Customer Service and Digital Transformation.

Company Size: Large (NSW Government is a vast organization with numerous departments and agencies, likely employing tens of thousands).

Founded: The Department of Customer Service was established as part of a broader government reform, with its origins tracing back to the formation of NSW Government structures. Its current iteration focuses on modernizing public services.

Team Structure:

• The role is within the Customer Insights & Experience (CIE) team, a specialized group of experts in research, insights, customer experience, and service design.

• The CIE team operates within a larger departmental structure, collaborating with various government departments, agencies, Ministers, and Cabinet.

Methodology:

• The team's methodology is rooted in human-centered design, emphasizing understanding the needs of people, communities, and businesses.

• They employ data-driven approaches, utilizing insights from research (qualitative and quantitative) to inform government decisions and service delivery.

• Key operational processes include generating actionable insights, applying co-design principles, conducting usability testing, and implementing service transformation strategies.

• The focus is on turning insights into practical improvements that shape policy, investment, communications, and service delivery.

Company Website: https://www.nsw.gov.au/customer-service

📝 Enhancement Note: The context highlights the unique nature of working within a government entity. The emphasis on public service, citizen needs, and large-scale impact is a key differentiator. The "Customer Insights & Experience (CIE)" team specifically points to a focus on understanding and improving the citizen journey, aligning with the core principles of GTM operations.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role, indicating a significant level of autonomy, responsibility, and experience required. It sits within a specialized function (Service Design) that directly influences operational service delivery and customer engagement.

Reporting Structure: The Senior Service Designer will report to a lead within the Customer Insights & Experience (CIE) team. They will also work closely with and influence various cross-functional teams, including policy, digital, communications, and other government agencies, demonstrating a broad network of influence.

Operations Impact: The role's impact is substantial, as it directly shapes how government services are designed, delivered, and experienced by the citizens of NSW. By ensuring services are human-centered, accessible, and effective, the Senior Service Designer contributes to improved citizen outcomes, increased trust in government, and operational efficiency in service delivery. This aligns with GTM's goal of optimizing customer journeys to achieve business objectives.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, CX, or digital transformation within the public sector.

• Leadership: Progress to a Lead Service Designer or Service Design Manager role, managing teams and larger strategic initiatives.

• Cross-Functional Expertise: Develop broader skills in policy development, digital strategy, or program management through collaboration.

• Capability Building: Take on a mentorship role, contributing to the overall growth of service design capabilities across NSW Government.

• Talent Pool: Successful candidates may be placed in a talent pool, providing access to future ongoing and temporary opportunities within the NSW Government.

📝 Enhancement Note: The growth opportunities highlight a structured career path within the public sector for design and operations-focused roles, emphasizing both specialization and leadership development. The "talent pool" aspect is a common government hiring practice that offers extended career prospects.

🌐 Work Environment

Office Type: Hybrid work model with a requirement for weekly office attendance at the McKell Building in Sydney. This suggests a blend of remote flexibility and in-office collaboration.

Office Location(s): Sydney, NSW, Australia (McKell Building). This central location likely offers good access to public transport and amenities.

Workspace Context:

• Collaborative Environment: The role requires extensive collaboration with diverse teams (insights, policy, digital, communications), suggesting an open and interactive workspace designed to foster teamwork and knowledge sharing.

• Tools & Technology: Access to modern design and collaboration tools (e.g., Miro, Figma) is expected, supporting efficient workflow and communication.

• Team Interaction: Regular interaction with colleagues within the CIE team and across various government departments to share insights, co-create solutions, and align on project goals.

Work Schedule: Full-time employment, typically 35-40 hours per week. The hybrid model offers some flexibility in managing work hours, balancing project demands with personal needs.

📝 Enhancement Note: The hybrid nature of the role is a key aspect, indicating a modern work environment that values both flexibility and face-to-face collaboration, common in many operations roles that require team synergy.

📄 Application & Portfolio Review Process

Interview Process:

• Application Submission: Submit resume (max 5 pages) and cover letter (max 2 pages) via the provided link. The cover letter should articulate motivation and relevant skills.

• Initial Screening: Applications will be reviewed against the role requirements and qualifications.

• Assessments: Candidates invited to interview will likely complete additional assessments, which could include a practical design exercise, a presentation of their portfolio, or a case study analysis related to service design in government.

• Interview Panel: Interviews will likely involve members of the CIE team, potentially including hiring managers, senior designers, and representatives from partner departments. Expect behavioral and situational questions focused on experience, problem-solving, and collaboration.

• Final Selection: Based on interview performance, assessment results, and portfolio review.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 strong case studies that best represent your end-to-end service design capabilities, particularly those demonstrating impact in complex environments or public service contexts.

• Structure for Clarity: Organize each case study to clearly articulate the problem, your role, the methodologies used (research, ideation, prototyping, testing), the insights gained, the solutions developed, and the measurable outcomes or impact.

• Highlight Process: Emphasize your process – how you approached the problem, how you involved stakeholders, how you iterated based on feedback, and how you ensured feasibility and accessibility.

• Quantify Impact: Whenever possible, use metrics to demonstrate the success of your design solutions (e.g., improved user satisfaction, reduced task completion time, increased service uptake).

• Tailor to Government: If possible, include examples relevant to public sector or large organizational contexts to demonstrate understanding of complex stakeholder landscapes and public service objectives.

Challenge Preparation:

• Understand the Context: Research NSW Government's priorities, particularly in customer service and digital transformation. Familiarize yourself with their commitment to human-centered design and accessibility standards.

• Practice Presentations: Be prepared to walk through your portfolio case studies confidently and concisely, explaining your design decisions and the impact of your work.

• Problem-Solving Scenarios: Anticipate questions that test your ability to frame problems, ideate solutions, and navigate constraints common in government projects.

• Collaboration Focus: Prepare examples of how you have successfully collaborated with diverse teams (policy, technical, communication) to achieve project goals.

📝 Enhancement Note: The mention of "additional assessments" and the reference to the "Capability Application Tool" indicate a structured, multi-stage interview process common in government hiring, requiring thorough preparation. The portfolio review is a critical component for design roles.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & Prototyping: Figma (explicitly mentioned), potentially Sketch, Adobe XD, or similar for wireframing and prototyping.

• Collaboration & Ideation: Miro (explicitly mentioned), Mural, or other digital whiteboarding tools for workshops and co-design sessions.

• Research & Analysis: SurveyMonkey, Qualtrics, Google Forms for surveys; qualitative data analysis tools (e.g., NVivo, Dovetail) may be used for synthesizing research findings.

• Documentation: Microsoft Office Suite (Word for reports, PowerPoint for presentations), Google Workspace.

Analytics & Reporting:

• Familiarity with web analytics tools (e.g., Google Analytics) and CX metrics platforms is beneficial for understanding service performance and user behavior.

CRM & Automation:

• While not explicitly CRM-focused, understanding how service design integrates with CRM systems and automated workflows is advantageous for end-to-end service transformation.

📝 Enhancement Note: The explicit mention of Figma and Miro is key. While not a traditional "operations" stack, these tools are critical for the operationalization of design thinking and user experience improvements, which directly impact service delivery efficiency and customer satisfaction.

👥 Team Culture & Values

Operations Values:

• Human-Centered: Placing people, communities, and businesses at the core of all decision-making and service delivery.

• Insight-Driven: Utilizing data and research to inform strategy and actions, ensuring evidence-based approaches.

• Collaborative: Working effectively across diverse teams and with stakeholders to achieve shared goals and build consensus.

• Impact-Oriented: Focusing on delivering tangible improvements and measurable outcomes that benefit the people of NSW.

• Inclusive & Accessible: Designing services that are usable and equitable for all citizens, adhering to government standards.

• Continuous Improvement: Embracing a culture of learning, iteration, and capability uplift within the team and across the organization.

Collaboration Style:

• Cross-Functional Integration: Actively partnering with policy, digital, communications, and operational teams to ensure holistic service design and implementation.

• Co-Design & Co-Creation: Facilitating workshops and processes that bring diverse perspectives together to co-create solutions.

• Knowledge Sharing: Promoting best practices and sharing tools/methods to enhance CX and service design capabilities across NSW Government.

• Feedback Culture: Encouraging open feedback loops throughout the design and implementation process to refine solutions and build alignment.

📝 Enhancement Note: The values and collaboration style reflect a public sector environment that prioritizes citizen welfare, evidence-based practices, and broad stakeholder engagement, which are crucial for successful operational implementation of government initiatives.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Bureaucracy: Working within a large government structure can involve complex approval processes, competing priorities, and navigating established policies.

• Data Availability & Quality: Accessing and integrating diverse datasets from various government agencies can be challenging. Ensuring data quality for research and analysis requires diligence.

• Stakeholder Alignment: Gaining consensus and managing expectations across a wide range of stakeholders with potentially differing objectives.

• Translating Insights to Action: Ensuring that research insights and design concepts are effectively translated into implemented services that deliver measurable impact.

• Legacy Systems & Processes: Designing solutions that integrate with or improve upon existing, potentially outdated, government systems and processes.

Learning & Development Opportunities:

• Public Sector CX Expertise: Deepen understanding of unique challenges and opportunities in designing services for government and public good.

• Policy & Strategy Influence: Gain exposure to policy development and strategic planning processes within government.

• Digital Transformation: Contribute to and learn from large-scale digital transformation initiatives within NSW Government.

• Mentorship & Coaching: Opportunity to mentor junior designers and contribute to capability uplift programs.

• Industry Engagement: Potential to engage with broader public sector design communities and conferences.

📝 Enhancement Note: The challenges outlined are typical for senior roles in large, complex organizations, particularly in the public sector. The growth opportunities focus on developing specialized public sector CX expertise and influencing broader government strategy.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service design project you led from end-to-end. What was the problem, your approach, the key insights, and the outcomes?" (Focus on demonstrating end-to-end process, problem-framing, and impact.)

• "How do you approach synthesizing qualitative and quantitative research to generate actionable insights for diverse stakeholders?" (Showcase analytical rigor and communication skills for different audiences.)

• "Walk us through a service blueprint or journey map you've created. What did it reveal, and how did it influence design decisions?" (Highlight your ability to create and interpret key design artifacts.)

Company & Culture Questions:

• "Why are you interested in applying your service design skills within the NSW Government context?" (Show understanding of public service impact.)

• "How do you ensure inclusivity and accessibility are integrated into your design solutions?" (Align with government standards and values.)

• "What are your thoughts on the role of customer insights in shaping government policy and service delivery?" (Demonstrate strategic thinking.)

Portfolio Presentation Strategy:

• Storytelling: Frame your case studies as compelling narratives – clearly define the challenge, your journey through it, and the successful resolution.

• Process Visualization: Use your artifacts (journey maps, blueprints, wireframes) as visual aids to explain your process and thinking. Be ready to explain the rationale behind each element.

• Quantify Impact: Be prepared to discuss metrics and evidence of success. If direct metrics aren't available, discuss qualitative feedback or anticipated benefits.

• Focus on Collaboration: Highlight how you worked with others – researchers, policy teams, developers, users – and the role of collaboration in achieving outcomes.

• Conciseness: Practice delivering your points clearly and efficiently, respecting the interviewer's time.

📝 Enhancement Note: Government interviews often emphasize structured responses, evidence of experience, and alignment with organizational values. The Capability Application Tool mentioned in the job description is a valuable resource for practicing responses to common government interview question formats.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on the nswconnect.csod.com platform.

• Portfolio Customization: Select 2-3 of your strongest service design projects that showcase your end-to-end capabilities, focusing on those that demonstrate impact in complex environments or public service contexts. Ensure your portfolio clearly illustrates your research, ideation, prototyping, and testing processes.

• Resume & Cover Letter Optimization: Tailor your resume to highlight your experience in human-centered design, user research, service blueprinting, and stakeholder facilitation. In your cover letter, clearly articulate your motivation for working within the NSW Government and specifically address how your skills align with the responsibilities outlined, referencing your portfolio examples.

• Interview Preparation: Practice articulating your portfolio case studies using a structured storytelling approach. Prepare to discuss your approach to problem-solving, collaboration, and ensuring inclusive and accessible design. Utilize the NSW Government Capability Application Tool for practice questions.

• Company Research: Thoroughly research the NSW Department of Customer Service, its mission, current initiatives (particularly in customer experience and digital transformation), and its commitment to public service values. Understand the CIE team's role in achieving these objectives.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions for a Senior Service Designer role within a government context. All details should be verified directly with the hiring organization, particularly regarding specific assessment methods and the exact scope of the talent pool.