Senior Service Designer

📍 Job Overview

Job Title: Senior Service Designer (Design Operations Lead)

Company: UNSW

Location: Sydney, NSW, Australia

Job Type: Full Time, Fixed Term (2-year position)

Category: Design Operations / Service Design / GTM Operations

Date Posted: August 25, 2026

Experience Level: 10+ Years

Remote Status: Hybrid

🚀 Role Summary

• Lead the strategic optimization of design processes, workflows, and systems to deliver high-impact, human-centered solutions at scale for the Business Optimisation Strategy (BOS) program.

• Drive operational excellence within service design, focusing on improving efficiency, quality, and scalability of design outputs.

• Define and standardize experience principles aligned with Human-Centered Design (HCD), accessibility, and best-practice service design.

• Track, report on, and deliver key performance metrics and strategic insights to senior stakeholders to guide decision-making for enterprise platform modernization.

📝 Enhancement Note: While the title is "Senior Service Designer," the internal designation "Design Operations Lead" strongly suggests a focus on the operational aspects of design delivery, aligning with Revenue Operations (RevOps) and Go-To-Market (GTM) Operations principles. This role will likely involve streamlining design workflows, managing design systems, and ensuring efficient delivery of design solutions, much like how operations roles manage sales or marketing processes. The mention of "ServiceNow and Oracle SaaS platforms" indicates a need for understanding how design integrates with enterprise systems.

📈 Primary Responsibilities

• Align BOS Service Design with broader organizational design and experience initiatives, ensuring cohesive strategic direction.

• Lead Service Design efforts for the BOS program, refining services and workflows to enhance design efficiency, quality, customer experience, and scalability.

• Define and standardize experience principles that adhere to good Human-Centered Design (HCD), accessibility standards, and robust service design practices.

• Track delivery progress against key performance metrics, analyzing and reporting strategic insights to senior stakeholders to inform decision-making.

• Drive Human-Centered Design capability across the organization, influencing design decisions to ensure a coherent, accessible, and positive end-to-end customer journey.

• Foster cross-functional collaboration and consultation with stakeholders to embed best practices and drive continuous improvement in design operations.

• Develop and maintain design systems and frameworks that support scalable and consistent user experiences across UNSW's enterprise platforms.

• Identify opportunities for automation and process improvement within the design lifecycle to increase team productivity and reduce operational overhead.

📝 Enhancement Note: The core responsibilities highlight a strong emphasis on process, efficiency, and strategic alignment, which are hallmarks of operations roles. The focus on "refining services and workflows," "standardizing experience principles," and "tracking key performance metrics" directly translates to operations management. The role's impact on "enterprise platforms and transforming service delivery" positions it as a critical operational function within the BOS program.

🎓 Skills & Qualifications

Education: Relevant tertiary qualifications are required, paired with extensive expertise in end-to-end improvement and transformation initiatives.

Experience: Proven track record leading design operations and service design initiatives in complex, large-scale environments.

Required Skills:

• Extensive expertise in end-to-end business process improvement and transformation.

• Proven track record leading design operations and service design initiatives in complex environments.

• Strong leadership and stakeholder engagement skills, with experience managing multidisciplinary teams.

• Advanced capability in design systems, customer journey mapping, and human-centered experience design.

• High-level communication and facilitation skills, with a focus on driving change, allocating resources, and balancing competing priorities.

• Thorough understanding of organizational values, strategic aims, and institutional health and safety responsibilities.

• Expertise in defining and standardizing design principles and workflows for scalability and efficiency.

• Proficiency in tracking and reporting on key performance metrics (KPIs) for design and operational initiatives.

• Experience in fostering cross-functional collaboration and embedding continuous improvement practices. Preferred Skills:

• Experience with implementing or optimizing enterprise platforms such as ServiceNow and Oracle SaaS.

• Knowledge of accessibility standards and best practices (WCAG).

• Familiarity with design thinking methodologies and agile project management frameworks.

• Experience in higher education sector operations or strategic initiatives.

• Capability in data analysis to inform design decisions and measure operational impact.

• Experience in change management and organizational capability building.

📝 Enhancement Note: The extensive experience requirement (10+ years) and the focus on "end-to-end improvement and transformation" indicate a senior role with significant operational oversight. The emphasis on "design operations," "process optimization," and "stakeholder management" aligns perfectly with the expectations for a Senior Operations professional. The preferred skills around enterprise platforms like ServiceNow and Oracle SaaS are crucial for candidates to highlight, as they directly relate to the BOS program's technology stack and operational integration.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrable examples of optimizing design processes and workflows to improve efficiency and scalability.

• Case studies showcasing the implementation of Human-Centered Design principles in complex organizational settings.

• Documentation of design systems or frameworks developed and implemented to ensure consistency and quality.

• Evidence of tracking and reporting on key performance metrics related to design delivery, operational efficiency, or customer experience improvements.

• Examples of how strategic insights derived from data were used to guide decision-making and drive change. Process Documentation:

• Showcase clear documentation of refined services and workflows, highlighting improvements made.

• Present examples of standardized experience principles and design guidelines.

• Illustrate how cross-functional collaboration was facilitated and embedded within design processes.

• Demonstrate a systematic approach to tracking progress and measuring the impact of design operations on organizational goals.

📝 Enhancement Note: For a role with "Design Operations Lead" as an internal title, a portfolio is critical. It should not just showcase design outputs but the processes and systems used to achieve them efficiently and effectively. Candidates should prepare to discuss how they've structured design work, managed resources, measured outcomes, and implemented improvements, mirroring the expectations for operations professionals presenting their work.

💵 Compensation & Benefits

Salary Range: From AUD $153,933 per annum (Level 9) + 17% superannuation and leave loading.

Benefits:

• Flexible Working Options (work from home, flexible hours etc.)

• Additional 3 days leave during the December festive period.

• Career development opportunities.

• Up to 50% discount on UNSW courses.

• Flexible 17% Superannuation contributions.

• Additional leave-loading payments.

• Salary sacrifice options.

• Discounts and entitlements (retail, education, fitness passport).

Working Hours: Full Time (typically 40 hours per week), with flexible working options available.

📝 Enhancement Note: The provided salary is a starting point for Level 9. Given the "10+ Years" experience and the critical nature of the BOS program, candidates with extensive experience in complex transformation and design operations may be able to negotiate towards the higher end of a typical Level 9 band or potentially higher if their specific expertise is in high demand for this 2-year fixed term. Researching similar senior operational or design leadership roles in Australian higher education or large public institutions will provide a broader benchmark. The inclusion of salary sacrifice and leave loading are significant components of the total compensation package in Australia.

🎯 Team & Company Context

🏢 Company Culture

Industry: Higher Education. UNSW is a leading global university dedicated to research, outstanding education, and advancing a just society.

Company Size: Large, with a significant number of employees and students across multiple campuses. This implies a complex organizational structure requiring robust operational frameworks.

Founded: UNSW was founded in 1949, bringing a long history and established institutional practices.

Team Structure:

• The role reports to the Service Transformation Program Manager within the Business Optimisation Strategy (BOS) program.

• This role has no direct reports, indicating a focus on individual contribution, strategic influence, and process leadership rather than people management.

• Collaboration will be extensive across University and Faculty priorities, involving multidisciplinary teams and senior stakeholders. Methodology:

• The BOS program aims to modernize enterprise platforms (ServiceNow, Oracle SaaS) and transform service delivery through process simplification, improved data foundations, and intelligent automation.

• The role emphasizes Human-Centered Design (HCD) principles, accessibility, and service design best practices.

• Continuous improvement and operational excellence are key drivers for the program and this role.

Company Website: https://www.unsw.edu.au/

📝 Enhancement Note: The higher education sector often operates with established hierarchies and processes. A role focused on "optimisation strategy" and "transformation" within such an environment requires strong change management and stakeholder navigation skills. The "Progress for All" strategy highlights a commitment to efficiency and staff enablement, which this role directly supports by freeing up staff time through improved systems and processes.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, acting as a Design Operations Lead. It requires extensive experience (10+ years) and strategic influence. The role is critical for the success of a major institutional program (BOS), suggesting high visibility and impact.

Reporting Structure: Reporting to the Service Transformation Program Manager, this role will likely have significant input into program strategy and execution from an operational and design process perspective. While not managing direct reports, the leadership expected implies influencing peers and senior stakeholders.

Operations Impact: The role's primary impact is enabling UNSW's "Progress for All" strategy by optimizing enterprise platforms and service delivery. This translates to improved efficiency for staff, better data foundations, and enhanced end-to-end customer experiences, directly contributing to the university's operational effectiveness and strategic goals.

Growth Opportunities:

• Specialization: Deepen expertise in design operations, service design, and enterprise platform integration within the higher education sector.

• Strategic Influence: Gain experience in shaping strategic initiatives for large-scale transformation programs.

• Consulting Skills: Develop advanced stakeholder management and advisory skills by working with senior executives and multidisciplinary teams.

• Project Leadership: Lead critical operational workstreams within a high-profile program, potentially leading to future program management or leadership roles.

• Learning & Development: Benefit from UNSW's career development programs and potential for further study.

📝 Enhancement Note: The fixed-term nature of this 2-year role suggests it's project-driven. Career growth would likely involve demonstrating significant impact within the BOS program, which could lead to further opportunities within UNSW's transformation efforts or in similar senior operations/design leadership roles elsewhere. The emphasis on strategy and stakeholder advisory provides excellent experience for future leadership positions.

🌐 Work Environment

Office Type: The role is based in Kensington, Sydney, with a planned transition to a newly renovated office at the Randwick campus in October 2026. This suggests a modernizing physical workspace.

Office Location(s): Kensington and Randwick campuses in Sydney, NSW, Australia.

Workspace Context:

• A hybrid work environment is offered, allowing for flexibility between remote work and on-campus presence.

• The role requires collaboration with multidisciplinary teams, suggesting a dynamic and interactive work setting when on campus.

• Access to newly renovated office spaces indicates an investment in employee experience and productivity.

• As part of a large university, there will be ample opportunities to engage with various departments and stakeholders across the institution.

Work Schedule: Full-time (typically 40 hours per week) with flexible working options. This allows operations professionals to manage their time effectively, balancing project demands with personal needs, which is crucial for roles involving deep analysis and process optimization.

📝 Enhancement Note: The hybrid model and flexible working options are key benefits for operations professionals who often require focused time for analysis and process development, which can be done effectively remotely, while also needing collaborative time on campus. The transition to a new campus office suggests an organization investing in its infrastructure and employee experience.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and cover letter, focusing on demonstrated experience in design operations, service design, process improvement, and stakeholder management.

• First Interview: Likely with the Service Transformation Program Manager to assess technical fit, operational thinking, and alignment with program goals. Expect questions about past transformation projects, process optimization strategies, and stakeholder engagement approaches.

• Case Study/Presentation: Candidates may be asked to present a portfolio piece or a hypothetical scenario demonstrating their approach to a complex design operations challenge, focusing on process, efficiency, and impact.

• Final Interview: Potentially with senior leadership to assess strategic fit, leadership potential, and cultural alignment with UNSW's values.

Portfolio Review Tips:

• Process-Centric: Emphasize how you improved or designed operational processes for design teams. Showcase workflow diagrams, efficiency metrics achieved, and tools/systems used.

• Impactful Storytelling: For each project, clearly articulate the challenge, your role, the operational solutions implemented, and the quantifiable results (e.g., time saved, increased output, improved quality, reduced errors).

• System Integration: If possible, include examples of how your design operations work integrated with enterprise systems or supported platform implementations.

• Stakeholder Management: Highlight instances where you successfully collaborated with diverse stakeholders to drive process adoption or strategic alignment.

• Scalability & Standards: Demonstrate how you established scalable processes and standardized design principles.

Challenge Preparation:

• Process Optimization: Be prepared to discuss how you would analyze UNSW's current design workflows and identify areas for improvement within the BOS program context.

• Human-Centered Design Application: Prepare examples of how you apply HCD principles operationally to ensure efficient and effective delivery of user-centric solutions.

• Stakeholder Alignment: Practice articulating how you would align diverse stakeholder needs and priorities to achieve program objectives, especially concerning new enterprise platforms.

📝 Enhancement Note: The "Design Operations Lead" aspect means the portfolio should lean heavily on process documentation, workflow optimization, and metrics. Candidates should be ready to discuss "how" things get done efficiently, not just "what" was designed. The interview process will likely assess not just design thinking but operational rigor and strategic alignment.

🛠 Tools & Technology Stack

Primary Tools:

• ServiceNow: Likely a key platform for IT Service Management (ITSM), workflow automation, and enterprise service delivery. Proficiency in understanding how design integrates with ITSM processes is beneficial.

• Oracle SaaS Platforms: This could refer to Oracle Cloud Applications (e.g., Fusion Cloud for HR, Finance) which are critical enterprise systems. Understanding how design interfaces with or supports these platforms is important.

• Design Systems Tools: Figma, Sketch, Adobe XD, or similar platforms for creating and maintaining design systems.

• Collaboration Tools: Microsoft Teams, Slack, Confluence, Jira for team communication, project management, and documentation.

Analytics & Reporting:

• Tools for tracking KPIs and operational metrics (e.g., Excel, Google Sheets, Tableau, Power BI, or built-in reporting dashboards within ServiceNow/Oracle).

• Tools for customer journey mapping and user analytics. CRM & Automation:

• While not explicitly a CRM role, understanding how service design impacts customer-facing processes and potentially integrating with CRM functionalities (if applicable to service delivery) could be relevant.

• Workflow automation tools beyond ServiceNow, if any, used within design operations.

📝 Enhancement Note: Candidates should highlight any experience with enterprise-level platforms like ServiceNow and Oracle SaaS, as they are central to the BOS program. Even if direct experience is limited, demonstrating an understanding of how design and operations integrate with such systems is crucial. The emphasis is on the operational management of design, which often involves leveraging technology for efficiency and consistency.

👥 Team Culture & Values

Operations Values:

• Efficiency & Optimization: A strong drive to streamline processes, reduce waste, and maximize resource utilization within the design function.

• Data-Driven Decision Making: Relying on metrics and performance data to guide operational improvements and strategic choices.

• Collaboration & Partnership: Working closely with diverse teams (IT, HR, Finance, Faculties) to ensure integrated and effective service delivery.

• Continuous Improvement: A mindset of constantly seeking better ways to operate and deliver value.

• Human-Centered Approach: Ensuring that all operational improvements ultimately serve the end-user experience and organizational goals.

Collaboration Style:

• Cross-functional Integration: Actively engaging with various departments to understand their needs and ensure design operations support their objectives.

• Process Alignment: Facilitating discussions to align operational processes and design standards across different parts of the university.

• Knowledge Sharing: Promoting best practices and lessons learned within the BOS program and across UNSW's design and operations communities.

• Proactive Communication: Maintaining transparent and regular communication with stakeholders to manage expectations and foster buy-in.

📝 Enhancement Note: UNSW's stated values of "equity, diversity, and inclusion" should also be reflected in how operations are conducted and how teams collaborate. The "Progress for All" strategy implies a focus on broad societal benefit, which can be translated into how operational improvements are prioritized.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Organizational Structures: UNSW, as a large university, has many stakeholders and established processes that can make implementing change challenging.

• Balancing Competing Priorities: Managing the diverse needs of different faculties and departments while driving a unified strategy for enterprise platforms.

• Driving Adoption of New Processes/Systems: Ensuring that new design operations workflows and principles are effectively adopted and sustained across the organization.

• Measuring ROI of Design Operations: Quantifying the impact of improved design processes on broader organizational efficiency and effectiveness.

Learning & Development Opportunities:

• Strategic Program Management: Gaining hands-on experience in a major institutional transformation program.

• Enterprise System Integration: Deepening understanding of how design operations interact with large-scale enterprise platforms like ServiceNow and Oracle SaaS.

• Higher Education Sector Expertise: Developing specialized knowledge in the operational nuances of the university sector.

• Leadership in Transformation: Building a strong track record in leading organizational change and process optimization.

• Formal Training: Access to UNSW's extensive career development programs and potential for further study discounts.

📝 Enhancement Note: The fixed-term nature of the role (2 years) presents a challenge for long-term career planning but also an opportunity to deliver significant, focused impact within a defined period, which can be a strong resume builder.

💡 Interview Preparation

Strategy Questions:

• "How would you approach optimizing the design workflows for a large program like BOS, given the complexity of a university environment?" (Focus on process mapping, stakeholder analysis, and iterative improvement.)

• "Describe a time you had to align disparate stakeholder needs around a common design or operational objective. What was your strategy?" (Highlight collaboration, negotiation, and communication skills.)

• "How do you measure the success of design operations and their impact on broader organizational goals?" (Prepare to discuss KPIs, ROI, and qualitative feedback mechanisms.) Company & Culture Questions:

• "What do you understand about UNSW's 'Progress for All' strategy and how does this role contribute to it?" (Research the strategy and articulate how process optimization serves its goals.)

• "How would you foster a culture of continuous improvement within the design operations function and across collaborating teams?" (Discuss change management, feedback loops, and best practice sharing.)

• "Given UNSW's commitment to equity, diversity, and inclusion, how would you ensure these values are embedded in your design operations approach?" (Consider accessibility, inclusive design processes, and diverse stakeholder representation.) Portfolio Presentation Strategy:

• Structure: Organize your portfolio by project, clearly outlining the problem, your operational solution, the tools/processes used, and the quantifiable results.

• Process Focus: Dedicate significant time to explaining the "how" – the operational steps, workflows, and systems you implemented or improved.

• Metrics & Impact: Clearly present key performance indicators and demonstrate the ROI or tangible benefits of your work. Use visual aids like charts and graphs.

• Relevance: Tailor your presentation to highlight experiences most relevant to UNSW's BOS program, enterprise platforms, and the higher education context.

• Conciseness: Be prepared to present key highlights efficiently, allowing time for Q&A and deeper dives into specific projects.

📝 Enhancement Note: Candidates should prepare to discuss their experience not just as a designer, but as an operations leader within design. The interview will likely assess their ability to think strategically about process, efficiency, and scalability in a complex organizational context.

📌 Application Steps

To apply for this operations-focused design role:

• Submit your CV and cover letter detailing your interest and suitability for the job, specifically addressing the skills and experience bullet points in the Position Description.

• Portfolio Preparation: Curate a portfolio that strongly emphasizes your experience in design operations, process optimization, workflow design, and the implementation of design systems. Include case studies with clear metrics on efficiency gains and impact.

• Resume Optimization: Ensure your resume clearly highlights your 10+ years of experience in transformation, design operations leadership, stakeholder engagement, and any experience with enterprise platforms like ServiceNow or Oracle SaaS. Use keywords from the job description.

• Interview Practice: Prepare for behavioral and situational questions by thinking of specific examples that demonstrate your operational leadership, problem-solving skills, and ability to drive change in complex environments. Practice presenting your portfolio effectively.

• Company Research: Thoroughly research UNSW, its "Progress for All" strategy, and the BOS program. Understand the university's mission and how operational improvements in design contribute to its strategic objectives.

⚠️ 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.