Senior Service Designer – IT Transformation

📍 Job Overview

Job Title: Senior Service Designer – IT Transformation

Company: NCS Australia

Location: Sydney, New South Wales, Australia

Job Type: Full-time

Category: Service Design / IT Transformation Operations

Date Posted: 2026-06-23

Experience Level: Mid-Senior Level (5-10 years)

Remote Status: On-site

🚀 Role Summary

• Drive the design of human-centred, seamless end-to-end service journeys within a large-scale IT transformation initiative.

• Translate complex IT systems, platforms, and processes into intuitive and actionable user experiences for customers and employees.

• Collaborate with senior stakeholders across technology, digital, and operations to influence strategic outcomes and embed improved ways of working.

• Leverage strong consulting and structured problem-solving skills to navigate ambiguity and define clear frameworks for complex challenges.

• Utilize Figma for creating compelling journey maps and service artefacts to drive stakeholder alignment and understanding.

📝 Enhancement Note: This role is framed as "Service Designer – IT Transformation," indicating a strong focus on operationalizing technology changes through user-centric design. The emphasis on translating complex systems into intuitive experiences and working with operations stakeholders suggests a GTM (Go-To-Market) or Revenue Operations adjacent function, specifically focused on the adoption and usability of transformed IT services.

📈 Primary Responsibilities

• Design and develop comprehensive service blueprints, journey maps, and user flows that clearly articulate current and future-state service delivery models.

• Lead workshops and co-creation sessions with cross-functional teams, including technology, product, operations, and business units, to gather insights and foster alignment.

• Conduct user research, usability testing, and feedback analysis to inform design decisions and ensure a user-first approach throughout the transformation.

• Simplify complex technical architectures and backend processes, translating them into clear, understandable frontstage experiences for end-users.

• Define and document service standards, interaction models, and operational requirements to ensure scalability, consistency, and future-readiness of transformed services.

• Collaborate with IT and Operations teams to ensure seamless integration of designed services with existing systems and workflows.

• Champion human-centred design principles and methodologies across the organization, promoting a culture of empathy and user advocacy.

• Influence senior stakeholders by presenting compelling design rationales, data-driven insights, and strategic recommendations to drive adoption of new service models.

• Contribute to the development of frameworks and methodologies for ongoing service improvement and innovation within the IT transformation program.

• Ensure that designed services are aligned with business objectives, customer needs, and operational efficiency goals.

📝 Enhancement Note: The responsibilities emphasize translating technical complexity into user-friendly experiences and ensuring operational feasibility. This aligns with a role that bridges the gap between IT changes and actual business/customer usage, a key component of successful IT transformations that impacts adoption, efficiency, and ultimately, revenue realization.

🎓 Skills & Qualifications

Education: A Bachelor's degree in Design, Human-Computer Interaction, Psychology, Information Technology, or a related field is typically expected. A Master's degree or equivalent professional experience is highly regarded for senior roles.

Experience: 5-10 years of proven experience as a Service Designer, UX Designer, or similar role, with a significant focus on complex enterprise-level IT transformations, large-scale modernization initiatives, or high-volume service environments.

Required Skills:

• Proven experience as a Service Designer in complex enterprise or transformation environments.

• Strong capability in Figma, including journey mapping, service blueprint creation, and prototyping.

• Demonstrated ability to simplify complex systems, platforms, and processes into clear, user-centric experiences.

• Strong stakeholder engagement and influencing skills, with the ability to collaborate effectively across cross-functional teams and at senior levels.

• Strong consulting mindset, with the ability to think in frameworks, structure complex problems, and apply structured problem-solving approaches.

• Ability to operate effectively at both strategic (frameworks, storytelling, vision setting) and execution (hands-on design, detailed artefacts) levels.

• Excellent communication, presentation, and storytelling skills, with the ability to articulate ideas clearly and concisely to diverse audiences.

• Solid grounding in human-centred design methodologies and design thinking practices.

• Experience in designing for digital applications and user interfaces. Preferred Skills:

• Experience in telecommunications or other complex, high-volume service industries is highly regarded.

• Experience with Agile, Scrum, or other iterative development methodologies.

• Familiarity with IT Service Management (ITSM) frameworks such as ITIL.

• Experience in process optimization and workflow design to support service delivery.

• Understanding of change management principles and their impact on service adoption.

📝 Enhancement Note: The emphasis on Figma, journey mapping, service blueprints, and human-centred design points towards a role deeply involved in operationalizing user experience for IT changes. The "consulting mindset" and "structured problem-solving" are key indicators of an operations-focused approach to design, aiming for clarity and efficiency in service delivery.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase 2-3 significant case studies demonstrating end-to-end service design projects within complex enterprise or transformation contexts.

• For each case study, clearly articulate the problem statement, the user research and design process employed, and the specific challenges faced.

• Include visual examples of key artefacts such as detailed journey maps, service blueprints, user flows, wireframes, and prototypes created using Figma.

• Demonstrate how your designs translated complex systems or processes into simplified, user-centric experiences.

• Quantify impact where possible, highlighting improvements in user satisfaction, operational efficiency, adoption rates, or reduction in support tickets. Process Documentation:

• Prepare to discuss your approach to documenting service design processes, including how you capture user needs, define service interactions, and map backend operational dependencies.

• Be ready to explain how you would structure and maintain service blueprints and journey maps to ensure they remain living documents that inform ongoing operational improvements.

• Demonstrate an understanding of how design outputs feed into development, operations, and change management processes.

📝 Enhancement Note: For a role focused on IT transformation and service design, a portfolio is crucial. It needs to showcase not just aesthetic design skills but the ability to map complex operational processes and user journeys, demonstrating a deep understanding of how user experience impacts operational outcomes and IT system adoption.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Service Designers in Sydney with 5-10 years of experience, specializing in IT Transformation, the estimated salary range is AUD $140,000 - $190,000 per annum. This estimate considers the complexity of the role, the enterprise environment, and the significant impact on IT transformation initiatives.

Benefits:

• Paid Parental Leave: Comprehensive support for new parents.

• Well-being Initiatives: Programs and resources focused on employee mental and physical health.

• Discounted Health Insurance: Access to subsidized health insurance plans.

• Product And Service Discounts: Savings on various NCS Australia offerings and partner products.

• Performance Rewards: Recognition and incentives for high performance and contributions.

• Career Development Programs: Structured opportunities for skill enhancement and professional growth.

• AI-driven Learning Platform: Access to advanced learning resources for continuous skill development.

• Industry and Partner Training Programs: Opportunities to gain new certifications and expertise.

• Special Interest Groups: Platforms for networking and knowledge sharing within specific areas of interest.

Working Hours: The standard working hours are approximately 40 hours per week. While the role is on-site, NCS Australia offers a supportive environment that may allow for some flexibility in scheduling, provided operational needs and stakeholder collaboration are met.

📝 Enhancement Note: The salary estimate is based on current market data for senior design roles in Sydney, Australia, factoring in the specialized nature of IT transformation and enterprise-level service design. The listed benefits are directly pulled from the provided "Additional Information" section, tailored for clarity.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services and Consulting. NCS Australia operates within a dynamic sector focused on digital transformation, cloud solutions, and IT services for enterprise clients. This context means a constant drive for innovation, efficiency, and client-centric solutions.

Company Size: NCS is a global technology solutions provider with a significant presence in Australia. This size implies a structured organization with established processes, a broad range of projects, and opportunities for cross-functional collaboration, while still aiming for a culture that values people and innovation.

Founded: While the founding date of NCS Australia specifically isn't provided, NCS as a whole has a history of delivering technology services. This suggests a company with deep industry experience and a proven track record, which often translates to a culture that balances established best practices with a forward-looking approach to technology and service delivery.

Team Structure:

• The Service Design team likely operates within a broader Digital Applications or Transformation division, working closely with IT, product management, and business operations teams.

• Reporting structure would typically place the Senior Service Designer under a Head of Design, a Digital Transformation Lead, or a Senior Manager overseeing service delivery transformation.

• Collaboration is expected to be highly cross-functional, involving close partnerships with IT architects, business analysts, operations managers, change managers, and front-line service delivery teams. Methodology:

• Data analysis and insights are central to informing service design decisions, using user research, analytics, and operational data.

• Workflow planning and optimization strategies are key to designing scalable and efficient service journeys.

• Automation and efficiency practices are likely integrated into the design process to streamline service delivery and reduce manual effort.

Company Website: https://www.ncs.co/en-au

📝 Enhancement Note: Given the company's focus on technology services and transformation, the culture likely emphasizes innovation, client success, and continuous improvement. The "people-first" approach combined with a "challenge traditional thinking" ethos suggests an environment where well-reasoned design proposals can gain traction.

📈 Career & Growth Analysis

Operations Career Level: This Senior Service Designer role is positioned at a mid-to-senior level, requiring significant autonomy and the ability to lead complex design initiatives. It sits at the intersection of user experience design and operational transformation, making it a pivotal role in ensuring the success of large-scale IT changes.

Reporting Structure: The Senior Service Designer will likely report to a Director or Head of Service Design, Digital Transformation, or a similar senior leadership role within the Digital Applications department. They will collaborate extensively with peers in IT, operations, product management, and business units.

Operations Impact: The primary impact of this role is on the successful adoption and effectiveness of IT transformations. By designing intuitive and user-friendly services, the Senior Service Designer directly influences customer and employee experience, reduces friction in operational processes, drives efficiency gains, and ultimately contributes to the realization of business objectives and improved revenue streams through better service delivery and customer engagement.

Growth Opportunities:

• Operations Skill Advancement: Develop deeper expertise in operationalizing design within large enterprises, mastering complex stakeholder management and driving change within established systems.

• Leadership Potential: Progress into a Lead Service Designer, Head of Service Design, or a similar leadership role, managing a team and setting strategic direction for service transformation.

• Cross-Functional Specialization: Transition into roles focused on broader transformation strategy, customer experience management, or operational process improvement within the technology sector.

• Industry Training: Access to specialized training in areas such as advanced service design techniques, IT transformation frameworks, and leadership development.

📝 Enhancement Note: This role offers a strong pathway for growth within the operations and transformation space. The ability to bridge design with complex IT and operational realities is a highly sought-after skill, providing a solid foundation for leadership roles focused on service delivery and business transformation.

🌐 Work Environment

Office Type: The role is specified as "On-site," indicating a traditional office environment. This setting is crucial for fostering in-person collaboration, facilitating spontaneous discussions, and enabling hands-on workshops with stakeholders and team members.

Office Location(s): The primary office location is Sydney, New South Wales, Australia. This modern urban environment offers access to a vibrant professional community and likely well-equipped office facilities.

Workspace Context:

• The workspace will likely be collaborative, with open-plan areas designed to encourage interaction among team members from different disciplines.

• Access to necessary design tools, including Figma, and potentially other collaboration and project management software, will be provided.

• Opportunities for direct interaction with IT professionals, operations managers, and business stakeholders will be frequent, fostering a dynamic and integrated work environment.

Work Schedule: The standard work schedule is approximately 40 hours per week. While on-site, the company culture may support some degree of flexibility in daily start and end times, provided that core collaboration hours and project deadlines are met.

📝 Enhancement Note: The on-site requirement suggests a preference for high-touch collaboration, essential for complex transformation projects where real-time feedback and shared understanding are critical. This environment supports the deep integration of design thinking into operational planning.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your resume and portfolio to assess alignment with the role's requirements and experience.

• Hiring Manager Interview: A discussion focused on your service design philosophy, experience with IT transformations, and your approach to complex problem-solving. Be prepared to walk through a key portfolio piece.

• Design Challenge/Case Study: You may be asked to complete a take-home assignment or a live case study focused on a hypothetical service design problem relevant to IT transformation. This assesses your Figma skills, structured thinking, and ability to articulate solutions.

• Stakeholder Interviews: Meetings with key stakeholders from IT, operations, and business units to evaluate your collaboration, communication, and influencing skills.

• Final Interview: A discussion with senior leadership to assess cultural fit, strategic thinking, and overall suitability for the role and the company.

Portfolio Review Tips:

• Focus on Transformation: Highlight projects that directly involved significant IT changes, system modernization, or process re-engineering.

• Showcase Figma Mastery: Ensure your Figma work is clean, well-organized, and clearly demonstrates your ability to create comprehensive journey maps and service blueprints.

• Quantify Impact: Where possible, provide metrics or qualitative data that illustrate the positive outcomes of your service design interventions on user experience or operational efficiency.

• Tell a Story: Structure your portfolio presentations to clearly articulate the problem, your process, your solutions, and the results, emphasizing the "why" behind your design decisions.

• Address Complexity: Be ready to explain how you navigated ambiguity and simplified complex technical or operational challenges.

Challenge Preparation:

• Figma Proficiency: Practice creating journey maps and service blueprints efficiently within Figma.

• Problem Framing: Develop a structured approach to understanding and framing new design challenges, focusing on user needs and business objectives.

• Articulate Rationale: Be prepared to clearly explain the reasoning behind your design choices, linking them back to strategy and user needs.

• Consider Operational Constraints: Think about how your designs would be implemented within an enterprise IT environment, considering technical feasibility and operational impact.

📝 Enhancement Note: The interview process for a Senior Service Designer in transformation will heavily weigh practical application and problem-solving. A strong portfolio that showcases an understanding of operational impact and technical translation is paramount. The emphasis on Figma and structured problem-solving indicates a need for tangible, well-documented design work.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: Essential for creating journey maps, service blueprints, wireframes, prototypes, and other design artefacts. Proficiency in advanced features for collaboration and complex diagramming is expected.

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

• Presentation Software: PowerPoint, Google Slides, or Keynote for presenting designs and strategies to stakeholders.

Analytics & Reporting:

• User Analytics Platforms: Tools like Google Analytics, Adobe Analytics, or specialized UX analytics tools to understand user behaviour and identify areas for service improvement.

• Survey & Feedback Tools: Qualtrics, SurveyMonkey, or similar for gathering user feedback and conducting research.

CRM & Automation:

• While not directly a CRM role, an understanding of how service design impacts CRM functions and customer data management is beneficial. Familiarity with how automated workflows are designed and implemented within service delivery contexts is a plus.

• Process Mapping Tools: Visio, Lucidchart, or similar tools may be used for broader process mapping beyond Figma's service blueprint capabilities.

📝 Enhancement Note: The core technical requirement is Figma. However, a Senior Service Designer in IT transformation must also be comfortable with tools that support collaboration, communication, user research, and potentially process mapping, demonstrating an understanding of how design integrates with the broader technology and operations ecosystem.

👥 Team Culture & Values

Operations Values:

• User-Centricity: A deep commitment to understanding and advocating for the needs of customers and employees throughout the IT transformation process.

• Collaboration: A strong emphasis on working effectively with diverse teams, fostering open communication and shared ownership of outcomes.

• Clarity & Structure: A dedication to simplifying complexity, bringing order to ambiguous situations, and communicating ideas with precision.

• Impact & Outcomes: A focus on delivering tangible results that improve service delivery, enhance user experience, and support business objectives.

• Continuous Improvement: A mindset of always seeking better ways to design, deliver, and manage services, embracing feedback and iteration.

Collaboration Style:

• Cross-functional Integration: The role requires seamless collaboration with IT, digital, business operations, and potentially marketing teams, ensuring design solutions are technically feasible and operationally sound.

• Process Review Culture: An environment that encourages constructive feedback on designs and processes, with a willingness to iterate based on input from various stakeholders.

• Knowledge Sharing: Practices that promote the sharing of insights, best practices, and learnings from design projects across teams and the wider organization.

📝 Enhancement Note: The values emphasize a practical, results-oriented approach to design, deeply integrated with operational realities. This suggests a team that values clear communication, data-driven decisions, and collaborative problem-solving to achieve tangible improvements in service delivery.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Ambiguity: Effectively structuring and designing services within a large-scale, potentially evolving IT transformation program where requirements may shift.

• Stakeholder Alignment: Gaining consensus and buy-in from diverse senior stakeholders with potentially conflicting priorities across technology, operations, and business units.

• Translating Complexity: Simplifying highly technical IT systems and backend processes into intuitive frontstage experiences that are easy for users to understand and adopt.

• Driving Adoption: Ensuring that newly designed services are effectively adopted by end-users and integrated smoothly into existing operational workflows.

• Measuring Impact: Clearly articulating and demonstrating the value and ROI of service design interventions within the context of a large transformation.

Learning & Development Opportunities:

• Advanced Service Design Techniques: Opportunities to deepen expertise in complex service design methodologies, including strategic foresight, ecosystem design, and service innovation.

• IT Transformation Best Practices: Gaining in-depth knowledge of large-scale IT transformation programs, including change management, program governance, and agile implementation.

• Leadership Development: Potential to take on project leadership, mentor junior designers, and contribute to the strategic direction of service design at NCS Australia.

• Industry Certifications & Training: Access to relevant industry training and certifications in areas such as design thinking, ITIL, Agile, or transformation leadership.

📝 Enhancement Note: The challenges highlight the need for a resilient, adaptable, and highly strategic designer. The growth opportunities point towards a role that can evolve into a significant contributor to the company's transformation journey and a leader within the design and operations space.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to simplify a highly complex technical system into a user-friendly service. What was your approach, and what tools did you use?" (Focus on Figma, journey maps, and operational translation.)

• "How would you approach gaining alignment on service design priorities with stakeholders from IT, operations, and business units who have different objectives?" (Emphasize stakeholder engagement, communication strategies, and framework-based problem-solving.)

• "Walk us through a challenging IT transformation you were involved in. What was your specific role, and how did your service design contributions impact the project's success?" (Prepare a concise case study from your portfolio.) Company & Culture Questions:

• "Based on your understanding of NCS Australia, how would you ensure your service designs align with the company's commitment to 'making tomorrow together' and empowering its people?" (Research company values and mention examples of user-centricity and collaboration.)

• "How do you see the Senior Service Designer role contributing to the broader operational efficiency goals of an IT transformation?" (Connect design impact to adoption, reduced support, and streamlined processes.)

• "Describe your experience working within a large enterprise environment. What are the key considerations when designing services that need to scale across multiple departments or user groups?" (Highlight experience with complexity, process integration, and stakeholder management.) Portfolio Presentation Strategy:

• Structure is Key: For each case study, clearly outline the Problem, Your Role & Process, Solution (with Figma visuals), and Results/Impact.

• Figma Demonstration: Be prepared to screen-share and walk through specific Figma artefacts, explaining your design decisions and the rationale behind your mapping.

• Focus on Transformation: Emphasize how your designs addressed specific IT transformation challenges, such as new system adoption, process automation, or user experience modernization.

• Operational Lens: Clearly explain how your designs considered backend processes and operational feasibility, demonstrating an understanding beyond just frontstage UI.

• Conciseness: Be mindful of time and present the most impactful aspects of your work efficiently.

📝 Enhancement Note: Preparation should focus on demonstrating not just design skill but strategic thinking, operational awareness, and the ability to influence stakeholders. The portfolio is your primary tool for showcasing this, so be ready to discuss it in detail, especially concerning its impact on IT transformation and operational outcomes.

📌 Application Steps

To apply for this operations-adjacent role:

• Submit your application through the provided link on SmartRecruiters.

• Tailor your resume: Highlight experience in IT transformation, service design, Figma proficiency, and stakeholder management using keywords from the job description. Quantify achievements where possible.

• Prepare your portfolio: Select 2-3 case studies that best demonstrate your experience in complex enterprise environments, IT transformation, and your ability to translate complex systems into user-centric services using Figma. Ensure it's easily accessible (e.g., a dedicated website or PDF).

• Practice your pitch: Be ready to articulate your design process, rationale, and impact clearly and concisely, especially when discussing your portfolio and how your work drives operational success.

• Research NCS Australia: Understand their mission, values, and recent projects to articulate how your approach aligns with their culture and strategic goals.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and operations industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

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