Senior Service Designer – IT Transformation

📍 Job Overview

Job Title: Senior Service Designer – IT Transformation

Company: NCS Australia

Location: Sydney, New South Wales, Australia (with potential for Melbourne, Australia)

Job Type: Full-time

Category: Service Design / IT Transformation / Digital Applications

Date Posted: 2026-06-23

Experience Level: 5-10 Years (Mid to Senior Level)

Remote Status: On-site

🚀 Role Summary

• Lead the design of human-centered, end-to-end service journeys within a significant IT transformation initiative.

• Translate complex IT systems, platforms, and processes into intuitive and seamless user experiences, focusing on clarity, structure, and tangible outcomes.

• Leverage advanced Figma capabilities to create compelling journey maps and service artifacts that drive stakeholder alignment.

• Collaborate closely with senior cross-functional leaders in technology, digital, and operations to influence strategic direction and embed improved ways of working.

• Apply a strong consulting mindset to navigate ambiguity, structure complex problems, and design scalable, future-ready services that connect frontstage and backend operations.

📝 Enhancement Note: This role is positioned at a senior level, indicated by the need to influence senior stakeholders, navigate complex environments, and operate at both strategic and execution levels. The focus on "IT Transformation" implies a large-scale, potentially multi-year project involving significant technological and process changes. The emphasis on connecting "frontstage experiences with backend processes" is a key indicator of the operational depth required, bridging customer-facing interactions with the underlying systems and workflows that support them.

📈 Primary Responsibilities

• Design and articulate comprehensive service blueprints and customer journey maps that visually represent current and future state service interactions, identifying pain points and opportunities for improvement.

• Conduct user research, stakeholder interviews, and service audits to gather insights and inform design decisions, ensuring a deep understanding of user needs and business context.

• Develop and prototype service concepts, user flows, and interaction models, iterating based on feedback and testing to ensure usability and effectiveness.

• Facilitate workshops and design sprints with cross-functional teams to co-create solutions, foster collaboration, and build consensus around service design strategies.

• Define and document service standards, guidelines, and best practices to ensure consistency and quality across the transformed IT landscape.

• Champion human-centered design principles and methodologies throughout the organization, educating stakeholders and embedding design thinking into project lifecycles.

• Collaborate with technology and operations teams to ensure the technical feasibility and operational scalability of designed services.

• Define key performance indicators (KPIs) and metrics to measure the success and impact of designed services on customer satisfaction, employee experience, and business outcomes.

• Contribute to the development of a robust service design capability within NCS Australia, sharing knowledge and mentoring junior team members.

• Translate complex technical requirements and business processes into clear, actionable design specifications for development and implementation teams.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic thinking, hands-on design execution, and strong stakeholder management, typical of a Senior Service Designer in a transformation context. The focus on "connecting frontstage experiences with backend processes" requires a deep understanding of operational workflows and the ability to design integrated solutions, aligning closely with revenue and sales operations principles by ensuring seamless customer and employee journeys.

🎓 Skills & Qualifications

Education: While no specific degree is listed, a Bachelor's or Master's degree in Design, HCI, Psychology, Business, or a related field is often preferred for senior roles. Equivalent practical experience will also be considered.

Experience: Minimum of 5-10 years of progressive experience in Service Design, UX Design, or a related discipline, with a significant portion focused on complex enterprise environments or large-scale transformation initiatives.

Required Skills:

• Proven experience as a Service Designer in complex enterprise or transformation environments, demonstrating a track record of delivering impactful service designs.

• Strong capability in Figma, including advanced proficiency in creating detailed journey maps, service blueprints, user flows, and wireframes.

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

• Strong stakeholder engagement and influencing skills, with the ability to build rapport and drive consensus across diverse cross-functional teams (e.g., IT, Digital, Operations, Business Units).

• Strong consulting mindset, with a proven ability to think in structured frameworks, conduct rigorous problem-solving, and articulate strategic recommendations.

• Ability to operate effectively at both strategic (framework development, storytelling, vision setting) and execution (hands-on design, prototyping) levels.

• Excellent written and verbal communication skills, with the ability to articulate complex ideas clearly, concisely, and persuasively to various audiences.

• Solid grounding in human-centred design (HCD) methodologies and design thinking practices, with practical application experience.

• Experience in navigating ambiguity and structuring complex problems into manageable design challenges. Preferred Skills:

• Experience within the telecommunications industry or other complex, high-volume service environments, understanding their unique operational challenges and customer expectations.

• Experience working on large-scale IT transformation or modernization initiatives, understanding the lifecycle and complexities involved.

• Familiarity with Agile and Lean methodologies and their application in service design contexts.

• Knowledge of UX research methods beyond user interviews, such as usability testing, ethnographic studies, and data analysis.

• Experience with other design or collaboration tools that complement Figma (e.g., Miro, Mural, Jira).

• Understanding of backend systems, APIs, and operational processes relevant to service delivery.

📝 Enhancement Note: The "5-10 Years" experience level, coupled with the emphasis on "complex enterprise or transformation environments" and "senior stakeholders," clearly indicates a need for a candidate who can operate independently, lead design efforts, and influence strategic decisions. The preference for telecommunications or similar high-volume service industries suggests a need for understanding operational efficiency and scalability, which is crucial for revenue and sales operations.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A curated portfolio showcasing a minimum of 3-5 significant service design projects, with a strong emphasis on enterprise or transformation contexts.

• For each project, clearly articulate the problem statement, your specific role and contributions, the design process followed, key challenges encountered, and the tangible outcomes achieved.

• Demonstrate a strong command of Figma, presenting detailed journey maps, service blueprints, user flows, and wireframes that illustrate complex systems and user interactions.

• Include case studies that highlight your ability to simplify complexity and translate backend processes into user-friendly frontstage experiences.

• Showcase evidence of stakeholder engagement, workshop facilitation, and cross-functional collaboration.

• Quantifiable results or impact metrics (e.g., improved customer satisfaction scores, reduced service delivery times, increased process efficiency) are highly desirable. Process Documentation:

• Provide examples of how you have documented service design processes, including methodologies used, research findings, design iterations, and final solutions.

• Demonstrate your approach to creating service blueprints that clearly map frontstage customer interactions to backend operational processes, systems, and support functions.

• Illustrate your ability to translate strategic objectives into actionable design frameworks and implementation plans.

• Showcase experience in defining and tracking KPIs related to service performance and user experience.

📝 Enhancement Note: For a Senior Service Designer role, the portfolio is paramount. It needs to go beyond just visual design and demonstrate strategic thinking, process mastery, and the ability to deliver measurable business impact within complex operational environments. The emphasis on translating backend processes into frontstage experiences is a critical differentiator for roles that touch upon revenue and sales operations.

💵 Compensation & Benefits

Salary Range: For a Senior Service Designer in Sydney/Melbourne, Australia, with 5-10 years of experience in IT Transformation roles, the estimated annual salary range is AUD $140,000 - $200,000. This range is based on current market data for senior design and IT consulting roles in major Australian cities, considering the complexity of the IT transformation context and the specialized skills required.

Benefits:

• Paid Parental Leave: Comprehensive support for new parents.

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

• Discounted Health Insurance: Reduced rates on health insurance plans.

• Product and Service Discounts: Access to discounts on various NCS-related products and services.

• Performance Recognition and Rewards: Formal programs to acknowledge and reward high performance.

• Career Development Programs: Structured pathways for professional growth within NCS.

• Industry and Partner Training: Opportunities to enhance skills through specialized training.

• AI-driven Learning Platform: Access to an intelligent platform for continuous learning and skill development.

• Opportunities for meaningful work and career advancement.

Working Hours: Standard full-time working hours are typically 40 hours per week. While the role requires an on-site presence, there may be some flexibility in daily start and end times, subject to team and project needs, especially during critical project phases.

📝 Enhancement Note: The salary estimate is based on research from Australian job boards and salary aggregate sites for similar senior-level design and transformation roles in Sydney and Melbourne. The benefits listed are directly from the provided job description, highlighting NCS Australia's commitment to employee well-being and professional development, which are key attractors for experienced professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services / IT Consulting. NCS Australia operates within the broader technology services sector, partnering with clients to drive digital transformation, cloud adoption, and modernizing IT infrastructure. This industry context means the company is at the forefront of technological change, requiring adaptability and a forward-thinking approach from its employees.

Company Size: NCS Australia is part of a larger organization, suggesting it has the resources and stability of a significant player while potentially retaining some agility. The specific size implies a substantial employee base, offering diverse career opportunities and a robust internal structure. This scale means there are likely established processes but also opportunities to influence and shape new ones within transformation projects.

Founded: While the founding date of NCS Australia is not specified, its parent company, NCS, has a long history in technology services. This heritage suggests a company with deep industry knowledge and established client relationships, providing a stable foundation for ambitious transformation projects.

Team Structure:

• The Service Design function likely sits within a broader Digital Applications or Transformation division, working closely with IT, project management, business analysts, and operations teams.

• Reporting structure would typically involve a Head of Service Design or a Program Director overseeing the IT transformation, with the Senior Service Designer leading specific workstreams.

• Cross-functional collaboration is paramount, requiring seamless integration with technology architects, developers, business stakeholders, and operational support teams to ensure holistic service design and delivery. Methodology:

• Data analysis and insights methods are crucial for understanding user behavior, system performance, and the impact of design changes.

• Workflow planning and optimization strategies are central to redesigning end-to-end service journeys and backend processes.

• Automation and efficiency practices are likely key objectives of the IT transformation, requiring service designers to consider how technology can streamline operations and enhance user experiences.

Company Website: https://www.ncs.co/ (Global NCS website; specific Australian presence details may vary)

📝 Enhancement Note: The company culture emphasizes innovation, collaboration, and purposeful work. For a Senior Service Designer, this means contributing to a mission-driven environment where design thinking is valued, and there's an opportunity to shape "better outcomes" through technology and human-centered approaches. The focus on "making tomorrow together" suggests a collaborative and forward-looking ethos.

📈 Career & Growth Analysis

Operations Career Level: This role represents a Senior level within the Service Design discipline, specifically applied to IT Transformation. It requires not only expert-level design skills but also the ability to strategize, influence, and lead design initiatives within a complex organizational structure. Candidates are expected to act as thought leaders and mentors in their domain.

Reporting Structure: The Senior Service Designer will likely report to a Director or Head of Service Design, or a Program Director for the IT Transformation initiative. They will collaborate extensively with senior leaders across Technology, Digital, and Operations departments, acting as a key partner in defining and delivering the future state of service delivery.

Operations Impact: The role has a direct impact on operational efficiency and effectiveness by redesigning complex IT systems and processes. By creating more intuitive and streamlined service journeys, the Senior Service Designer will contribute to improved customer satisfaction, enhanced employee productivity, reduced operational costs, and a more agile and future-ready IT infrastructure. This role bridges the gap between user needs and the operational capabilities required to meet them.

Growth Opportunities:

• Service Design Leadership: Potential to grow into a Lead Service Designer or Head of Service Design role, managing a team and setting the strategic direction for design within NCS Australia.

• Transformation Strategy: Opportunity to deepen expertise in large-scale IT transformations, potentially moving into broader transformation or program management roles.

• Specialization: Develop deeper expertise in specific areas such as customer experience strategy, digital product design, or operational process optimization.

• Mentorship: Guide and mentor junior designers, fostering the next generation of service design talent within the organization.

• Industry Recognition: Contribute to impactful projects that can lead to industry recognition and professional development through conferences and publications.

📝 Enhancement Note: The growth opportunities highlight a clear career path within NCS Australia for individuals who excel in service design and transformation. The emphasis on "AI-driven learning platform" and "industry and partner training" suggests a commitment to continuous skill development, crucial for staying ahead in the rapidly evolving tech landscape.

🌐 Work Environment

Office Type: The role is primarily on-site, indicating a preference for in-person collaboration, workshops, and direct engagement with stakeholders and teams within NCS Australia's offices. This environment is conducive to intensive co-design sessions and fostering strong team cohesion.

Office Location(s): The primary location is Sydney, New South Wales, with a secondary possibility in Melbourne, Victoria. These are major Australian cities with vibrant business ecosystems, offering excellent infrastructure and access to talent.

Workspace Context:

• The workspace will likely be a dynamic environment within a large enterprise, potentially involving hot-desking or assigned workstations in open-plan offices designed to encourage collaboration.

• Access to modern design tools and technology, including Figma and potentially other collaborative platforms, will be provided to facilitate the design process.

• Opportunities for frequent interaction with diverse teams—technology, digital, operations, business units, and senior leadership—will be abundant, fostering a rich collaborative culture.

Work Schedule: A standard 40-hour work week is expected. While core hours will need to be met for on-site presence, there may be some flexibility in daily scheduling depending on project demands and team agreements. The nature of transformation projects may sometimes require extended hours during critical phases to meet deadlines.

📝 Enhancement Note: The on-site requirement underscores the importance of in-person collaboration for complex transformation projects. This environment is designed to facilitate intensive problem-solving and relationship-building, which are critical for influencing change and driving alignment across various departments.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your application and resume by the Talent Acquisition team to assess basic qualifications and experience.

• Portfolio Review & Discussion: A session with a hiring manager or senior team member to walk through your portfolio. Expect detailed questions about your projects, design process, problem-solving approach, and how you've handled complex challenges and stakeholder management.

• Case Study / Design Challenge: You may be asked to complete a take-home or in-person design challenge to assess your practical skills in Figma, journey mapping, or problem-solving within a simulated scenario relevant to IT transformation.

• Stakeholder / Team Interviews: Interviews with key stakeholders from Technology, Digital, or Operations teams to evaluate your collaboration style, communication skills, and ability to integrate into the existing team dynamic.

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

Portfolio Review Tips:

• Curate Strategically: Select projects that best demonstrate your experience in complex enterprise environments, IT transformation, and human-centered design. Prioritize quality over quantity.

• Tell a Story: For each project, clearly articulate the narrative: the problem, your role, the process, the insights, the solutions, and the measurable impact. Use visuals effectively to support your story.

• Highlight Figma Proficiency: Be prepared to showcase specific Figma files and explain your design system, components, and how you've used advanced features for complex journey maps and blueprints.

• Demonstrate Process: Clearly outline your design thinking process, user research methods, and how you iterated based on feedback. Show how you translated backend complexities into user-friendly frontstage experiences.

• Quantify Impact: Whenever possible, present metrics that demonstrate the tangible business value of your work (e.g., improved user satisfaction, efficiency gains, cost savings).

• Prepare for Deep Dives: Be ready to discuss the 'why' behind your design decisions, your approach to stakeholder management, and how you navigated challenges.

Challenge Preparation:

• Understand the Context: If given a case study, thoroughly analyze the provided background information, focusing on the business goals, user needs, and any constraints.

• Structure Your Approach: Outline your design process clearly before diving into solutions. This might include problem definition, research, ideation, prototyping, and testing phases.

• Focus on Process & Rationale: Articulate your reasoning for each step and design choice. Demonstrate how your solution addresses the core problem and aligns with user-centered principles.

• Time Management: Allocate your time wisely across research, ideation, design, and presentation preparation.

• Presentation Skills: Practice presenting your solution concisely and persuasively, highlighting key insights and design decisions. Be prepared to answer questions and defend your approach.

📝 Enhancement Note: The interview process emphasizes a practical, solutions-oriented approach. Candidates should be prepared to not only showcase their design skills but also their strategic thinking, problem-solving abilities, and capacity to drive tangible outcomes within a large-scale transformation. The portfolio review is a critical step, requiring a clear demonstration of how the candidate has successfully navigated complex operational environments.

🛠 Tools & Technology Stack

Primary Tools:

• Figma: This is explicitly mentioned as a core requirement. Proficiency in creating complex journey maps, service blueprints, wireframes, prototypes, and potentially design systems within Figma is essential.

• Other Design & Prototyping Tools: While Figma is primary, familiarity with tools like Sketch, Adobe XD, InVision, Axure, or similar for prototyping and user testing may be beneficial.

• Collaboration Platforms: Tools such as Miro, Mural, Confluence, or Jira are likely used for collaborative ideation, workshop facilitation, documentation, and project management within cross-functional teams.

Analytics & Reporting:

• User Analytics Tools: Familiarity with tools like Google Analytics, Adobe Analytics, or specialized UX analytics platforms to understand user behavior and measure the impact of design changes.

• Data Visualization Tools: Experience with tools like Tableau, Power BI, or Looker for analyzing and presenting data insights related to service performance and user engagement.

• Feedback Tools: Experience with survey platforms (e.g., SurveyMonkey, Typeform) or in-app feedback tools to gather user sentiment and qualitative data.

CRM & Automation:

• CRM Systems: While not directly a user of CRM for sales, understanding how CRM systems (e.g., Salesforce) support customer journeys and operational workflows can be advantageous for designing integrated services.

• Workflow Automation Tools: Awareness of how automation tools (e.g., Zapier, Power Automate) can streamline backend processes and connect different systems, impacting the user experience.

• IT Service Management (ITSM) Tools: Familiarity with ITSM platforms like ServiceNow may be relevant for understanding how IT support and operations are managed, impacting service delivery.

📝 Enhancement Note: The emphasis on Figma is paramount. For a Senior Service Designer in IT Transformation, understanding how designed services integrate with backend systems and operational processes is key. This often involves familiarity with broader technology stacks, even if direct hands-on experience isn't required, to ensure designs are feasible and scalable.

👥 Team Culture & Values

Operations Values:

• Innovation: A drive to explore new ideas and technologies to improve service delivery and customer experiences.

• Collaboration: A strong emphasis on working together across diverse teams to achieve shared goals and solve complex problems.

• Purposeful Work: A commitment to making a meaningful impact for clients and communities through technology.

• Curiosity and Resilience: An openness to learning, adapting to change, and persevering through challenges inherent in transformation projects.

• Human-Centred Approach: A core belief in prioritizing user needs and experiences in all design and development decisions.

• Efficiency and Scalability: A focus on designing solutions that are not only effective but also efficient to operate and scalable for future growth.

Collaboration Style:

• Cross-functional Integration: Seamlessly working with IT, digital, business, and operations teams, acting as a bridge between user needs and technical/operational realities.

• Workshop Facilitation: Leading collaborative sessions to co-create solutions, gather feedback, and build consensus among diverse stakeholders.

• Open Communication: Maintaining transparent and frequent communication channels to ensure alignment and address issues proactively.

• Feedback Culture: Actively seeking and providing constructive feedback to continuously improve designs and processes.

• Knowledge Sharing: A willingness to share expertise, best practices, and learnings across teams to elevate the collective capability.

📝 Enhancement Note: The company culture and values at NCS Australia highlight a commitment to people, innovation, and making a positive impact. For a Senior Service Designer, this means being part of a team that values collaboration, continuous learning, and applying design thinking to solve real-world challenges within a transformation context.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complexity: The primary challenge will be simplifying highly complex IT systems, processes, and organizational structures into coherent, user-friendly service experiences.

• Stakeholder Alignment: Gaining and maintaining buy-in from diverse senior stakeholders with potentially competing priorities and perspectives.

• Bridging Frontstage/Backend: Effectively designing services that seamlessly connect customer-facing interactions with the often-complex backend IT infrastructure and operational workflows.

• Pace of Transformation: Adapting to the rapid pace of technological change and project evolution within a large-scale IT transformation.

• Measuring Impact: Defining and demonstrating the tangible business value and ROI of service design initiatives in a large enterprise setting.

Learning & Development Opportunities:

• Advanced Transformation Methodologies: Deepen expertise in leading and executing large-scale IT transformation programs.

• Emerging Technologies: Gain exposure to and design for new technologies relevant to IT infrastructure and service delivery.

• Leadership & Mentorship: Develop leadership skills through guiding projects and mentoring junior designers.

• Industry Best Practices: Continuously learn and apply cutting-edge service design principles and practices through training, conferences, and internal knowledge sharing.

• Cross-Disciplinary Exposure: Enhance understanding of IT architecture, cybersecurity, cloud technologies, and operational management to inform design decisions.

📝 Enhancement Note: The challenges presented are typical for senior roles in IT transformation. The growth opportunities are designed to leverage these challenges into significant learning experiences, positioning the candidate for future leadership roles within NCS Australia or the broader technology consulting industry.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you simplified a highly complex system or process into an intuitive user experience. What was your approach, what tools did you use, and what was the outcome?" (Focus on your framework, Figma usage, and impact.)

• "How do you approach gaining alignment from senior stakeholders from different departments (e.g., Technology, Operations, Business) on a complex service design initiative?" (Highlight your communication, influence, and collaboration strategies.)

• "Walk us through a service blueprint you’ve created. How did it connect frontstage interactions with backend processes, and what operational improvements did it enable?" (Be ready to discuss specific examples and their operational implications.)

• "Imagine we are transforming our customer onboarding process. What would be your first steps as a Senior Service Designer, and what key areas would you focus on?" (Demonstrate your structured problem-solving and user-centered approach.) Company & Culture Questions:

• "Based on what you know about NCS Australia, how do you see your service design expertise contributing to our IT transformation goals?" (Showcase your understanding of the company's mission and industry.)

• "How do you embody our company values of innovation, collaboration, and purposeful work in your design practice?" (Connect your personal values and work style to the company's ethos.)

• "Describe your experience working in environments that prioritize human-centered design. How do you advocate for the user within a large organization?" (Illustrate your commitment to user advocacy and your ability to influence.) Portfolio Presentation Strategy:

• Structure is Key: Organize your portfolio presentation logically, typically following a problem-solution-outcome structure for each case study.

• Highlight Your Role: Clearly define your specific contributions, especially in team-based projects.

• Show, Don't Just Tell: Use visuals (Figma mockups, journey maps, blueprints) to illustrate your concepts and process.

• Quantify Impact: Present metrics and data to demonstrate the success of your designs.

• Be Prepared for Q&A: Anticipate questions about your design decisions, challenges, and how you'd apply your experience to NCS Australia's context. Practice articulating your thought process clearly and concisely.

📝 Enhancement Note: Interview preparation should focus on demonstrating a blend of strategic thinking, practical design execution, and strong collaborative skills, all tailored to the context of IT transformation and operational efficiency. Candidates should be ready to articulate how their design choices directly impact business outcomes and user experience within complex systems.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your application through the provided link on the SmartRecruiters platform.

• Customize Your Resume: Tailor your resume to highlight experience in IT transformation, complex enterprise environments, human-centered design, and proficiency with Figma. Quantify achievements where possible, focusing on process optimization and user experience improvements.

• Prepare Your Portfolio: Curate a strong portfolio that showcases your best work, specifically projects demonstrating your ability to simplify complexity and design end-to-end service journeys. Ensure it clearly outlines your role, process, and impact, with a strong emphasis on Figma deliverables.

• Research NCS Australia: Understand the company's mission, values, industry position, and recent news. Familiarize yourself with their approach to technology services and digital transformation.

• Practice Your Pitch: Be ready to articulate your experience and passion for service design, and how you can contribute to NCS Australia's IT transformation initiative. Practice presenting your portfolio and answering common interview questions related to design strategy, problem-solving, and stakeholder management.

⚠️ 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.