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: 2026-06-11

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

Remote Status: On-site

🚀 Role Summary

• Lead the design of human-centered, end-to-end service experiences within a significant IT transformation initiative, focusing on simplifying complex systems for both customers and employees.

• Leverage advanced Figma skills to create compelling journey maps, service blueprints, and visual artefacts that foster stakeholder alignment and drive adoption of new service delivery models.

• Collaborate closely with technology, digital, and operations teams to bridge frontstage user interactions with backend processes, ensuring scalability and future-readiness of designed services.

• Apply a strong understanding of human-centered design methodologies and design thinking principles to translate business objectives into intuitive and impactful service solutions.

📝 Enhancement Note: While the title is "Senior Service Designer," the emphasis on "IT Transformation" and collaboration with "operations" teams indicates a strong connection to operational efficiency and process improvement within a technology context. This role bridges the gap between user experience and operational realities, making it highly relevant to operations professionals seeking roles with a strategic design component.

📈 Primary Responsibilities

• Design and map comprehensive, end-to-end service journeys, encompassing both customer-facing touchpoints and internal operational processes.

• Translate complex technical systems, platforms, and business logic into clear, intuitive, and user-friendly service experiences.

• Develop and utilize advanced service design artefacts, including detailed journey maps, service blueprints, user flows, and wireframes, primarily using Figma.

• Conduct user research, stakeholder interviews, and workshops to gather insights and validate design decisions throughout the transformation lifecycle.

• Collaborate closely with cross-functional teams, including IT, digital, product, and operations, to ensure seamless integration of designed services into existing and future operational frameworks.

• Champion a user-first mindset and advocate for user needs throughout the IT transformation process, influencing strategic decisions and driving adoption of new service models.

• Identify opportunities for process optimization and efficiency gains within service delivery by connecting frontstage user interactions with backend operational workflows.

• Contribute to the development and refinement of design standards, methodologies, and best practices within the organization.

• Facilitate workshops and presentations to communicate design concepts, gather feedback, and build consensus among diverse stakeholder groups.

• Stay abreast of emerging trends in service design, IT transformation, and user experience to inform innovative solutions.

📝 Enhancement Note: The responsibilities clearly indicate a need to connect user-facing design with operational execution. Professionals with experience in process mapping, workflow design, and understanding backend systems will find this role aligns with their expertise in driving operational efficiency through design.

🎓 Skills & Qualifications

Education:

• A Bachelor's degree in Design, Human-Computer Interaction (HCI), Information Technology, Business, or a related field is typically expected, though equivalent practical experience may be considered. Experience:

• 5-10 years of progressive experience in service design, user experience design, or a related discipline, with a significant focus on enterprise transformation or complex system implementations.

• Proven track record of delivering successful service design outcomes within large-scale, complex organizational environments.

• Experience in designing end-to-end services that require deep understanding and integration of both frontstage customer interactions and backend operational processes.

• Demonstrated success in navigating ambiguity and fast-paced environments, driving clarity and actionable design solutions. Required Skills:

• Advanced proficiency in Figma for creating journey maps, service blueprints, wireframes, and other visual design artefacts.

• Strong understanding and practical application of human-centred design (HCD) methodologies and design thinking principles.

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

• Excellent stakeholder engagement, communication, and influencing skills, with the ability to collaborate effectively across diverse cross-functional teams (e.g., technology, digital, operations, business).

• Experience in end-to-end service design, connecting user interfaces with backend operational logic and workflows.

• Ability to analyze and interpret user needs, business requirements, and technical constraints to inform design solutions.

• Strong visual storytelling capabilities to effectively communicate design concepts and rationale to various audiences. Preferred Skills:

• Experience within the telecommunications industry or other complex, high-volume service delivery environments.

• Experience with large-scale IT transformation, modernization, or digital change initiatives.

• Familiarity with agile development methodologies and experience working within agile teams.

• Basic understanding of IT infrastructure, systems architecture, and operational processes relevant to large enterprises.

• Experience with user research techniques, usability testing, and iterative design processes.

📝 Enhancement Note: The emphasis on "enterprise transformation" and "complex systems" implies a need for candidates who can not only design user interfaces but also understand the underlying operational mechanics and how to optimize them. Experience with process mapping and workflow analysis will be highly valued.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A robust portfolio showcasing end-to-end service design projects, demonstrating a clear progression from problem definition to implemented solution.

• Case studies that highlight your ability to simplify complex systems and translate them into intuitive, user-centric experiences.

• Examples of detailed journey maps, service blueprints, and other service design artefacts created using Figma, illustrating your proficiency in visual storytelling and stakeholder communication.

• Projects that demonstrate your experience in connecting frontstage user interactions with backend operational processes and your approach to optimizing these connections.

• Evidence of your involvement in large-scale transformation or modernization initiatives, showcasing your impact and role in driving change. Process Documentation:

• Projects that clearly document the design process, including research methodologies, ideation phases, prototyping, testing, and iteration.

• Demonstrations of how you have documented and communicated complex service processes to diverse stakeholders, ensuring shared understanding and alignment.

• Examples of how your service design work has led to measurable improvements in operational efficiency, user satisfaction, or business outcomes.

📝 Enhancement Note: For this role, a portfolio is critical. Candidates should focus on showcasing projects that demonstrate their ability to analyze complex systems, map out detailed customer and internal journeys, and illustrate how their designs lead to tangible improvements in both user experience and operational efficiency. Examples of process optimization through design will be particularly impactful.

💵 Compensation & Benefits

Salary Range:

• Based on NCS Australia's typical compensation for senior roles in Sydney, and considering the specialized nature of IT Transformation and Service Design, an estimated annual salary range for a Senior Service Designer in Sydney would be AUD $130,000 - $180,000. This estimate accounts for the experience level (5-10 years), the complexity of the role, the location (Sydney, a major metropolitan hub), and industry benchmarks for similar positions in technology consulting and transformation. Benefits:

• Paid Parental Leave

• Well-being Initiatives

• Discounted Health Insurance

• Product and Service Discounts

• Performance Recognition and Rewards

• Career Development Programs (Capability Fingerprint, industry/partner training, special interest groups, AI-driven learning platform)

• Opportunities for growth and meaningful work Working Hours:

• Standard full-time hours are expected, likely around 40 hours per week. While the role is on-site, there may be some flexibility depending on project needs and team collaboration requirements. Occasional overtime may be required to meet critical project deadlines.

📝 Enhancement Note: The salary range is an estimation based on general market data for Senior Service Designers in Sydney, Australia. Actual compensation will depend on the candidate's specific experience, skills, and negotiation. The benefits package is comprehensive, with a strong emphasis on professional development, which is a key attraction for operations and design professionals.

🎯 Team & Company Context

🏢 Company Culture

Industry: Technology Services and Consulting. NCS is a leading global technology firm that provides a broad range of IT services, from digital solutions to enterprise IT, and technology services. They partner with clients to make tomorrow together, emphasizing innovation, collaboration, and purposeful work.

Company Size: NCS is a large enterprise, part of the Singtel Group. This implies a structured environment with established processes, but also opportunities for impact within large-scale projects. For operations professionals, this means potential for well-defined career paths, robust systems, and cross-functional engagement across various departments.

Founded: While the exact founding date for NCS Australia isn't specified, NCS as a global entity has a long history, evolving to meet modern technological demands. This deep history suggests stability and a wealth of experience.

Team Structure:

• The role likely sits within a Digital Applications or Transformation division, working as part of a dedicated IT transformation team.

• This team will include other design professionals, project managers, business analysts, and technical leads.

• Close collaboration with various business units and operational departments is a core aspect of the role, requiring strong cross-functional partnerships. Methodology:

• The company emphasizes a user-first mindset and human-centered design.

• Agile methodologies are likely employed for project execution, requiring adaptability and iterative approaches.

• Data-driven decision-making and a focus on measurable outcomes are expected, aligning with operations principles.

• Collaboration and knowledge sharing are encouraged to foster innovation and continuous improvement.

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

📝 Enhancement Note: NCS's focus on "making tomorrow together" and "purposeful work" suggests a culture that values collaboration and impact. For operations professionals, this translates to an environment where process improvements and efficiency gains are recognized as critical to client success.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level position, indicating a significant level of autonomy, responsibility, and expertise. The role is expected to lead design efforts, mentor junior team members (potentially), and influence strategic decisions within the IT transformation program. It's a hands-on design role with strategic influence.

Reporting Structure: The Senior Service Designer will likely report to a Head of Design, Digital Transformation Lead, or a senior manager within the Digital Applications department. They will work closely with program managers and stakeholders from various business and operational units.

Operations Impact: The role's primary impact is on improving the user experience of IT services, which directly influences customer satisfaction and employee productivity. By simplifying complex systems and processes, this role drives operational efficiency, reduces support costs, and enhances the overall effectiveness of IT service delivery. The success of IT transformations often hinges on the seamless integration of new systems with existing operations, making this role pivotal.

Growth Opportunities:

• Specialization: Deepen expertise in specific areas of service design, IT transformation, or particular industry verticals (e.g., telecommunications).

• Leadership: Progress into a Lead Service Designer, Design Manager, or a more strategic role focused on Service Strategy or CX Transformation within NCS.

• Cross-functional Mobility: Transition into roles in Product Management, Business Analysis, or even operational leadership roles that require a strong understanding of user and process design.

• Skill Development: Leverage extensive training programs (Capability Fingerprint, AI-driven learning) to acquire new skills in areas like advanced analytics, change management, or emerging technologies.

📝 Enhancement Note: This role offers a clear path for design professionals to impact operational outcomes. For those in operations, it's an opportunity to influence the user experience of systems they manage and to shape the future of service delivery through design thinking.

🌐 Work Environment

Office Type: The role is specified as "On-site," indicating a traditional office-based work environment within NCS Australia's Sydney office. This setting is conducive to in-person collaboration, workshops, and team-building activities essential for complex transformation projects.

Office Location(s): Sydney, New South Wales, Australia. This location offers access to a major business hub with good public transport links and amenities.

Workspace Context:

• The workspace will likely be collaborative, with open-plan areas and dedicated meeting rooms equipped for design thinking sessions, brainstorming, and stakeholder presentations.

• Access to necessary design tools and technology, including advanced Figma capabilities, will be provided.

• Opportunities for regular interaction with a diverse range of colleagues from technology, digital, and operational departments will be abundant.

• The environment is expected to be dynamic and fast-paced, reflecting the nature of IT transformation projects.

Work Schedule: Standard full-time office hours, likely Monday to Friday, with potential for some flexibility based on project demands. Emphasis will be on delivering project milestones and collaborating effectively with team members and stakeholders, which may sometimes necessitate working beyond standard hours.

📝 Enhancement Note: The on-site requirement for this role emphasizes the importance of in-person collaboration, which is often crucial for complex IT transformations and service design initiatives where building consensus and facilitating workshops are key.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of your CV and portfolio to assess alignment with the role's requirements, particularly focusing on Figma proficiency and experience in complex environments.

• Hiring Manager/Team Interview: This stage will likely involve discussions about your experience in service design, IT transformation, and human-centered design methodologies. Expect questions about your approach to simplifying complexity and your experience with Figma.

• Design Challenge/Workshop: You may be asked to complete a design exercise or participate in a facilitated workshop to demonstrate your problem-solving skills, design thinking process, and ability to collaborate with others. This could involve mapping a service journey or proposing solutions to a given scenario.

• Stakeholder/Cross-functional Interview: An opportunity to meet with potential collaborators from technology, operations, or business units to assess your stakeholder management and influencing skills.

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

Portfolio Review Tips:

• Curate Selectively: Showcase 2-3 of your strongest end-to-end service design projects that best represent your skills in Figma, journey mapping, and simplifying complex systems.

• Structure Your Case Studies: For each project, clearly outline the challenge, your role and responsibilities, the design process you followed (research, ideation, prototyping, testing), the tools used (emphasize Figma), key decisions made, and the quantifiable outcomes or impact achieved.

• Highlight Operational Impact: Whenever possible, demonstrate how your design work led to improvements in operational efficiency, process simplification, or reduced complexity for backend teams.

• Showcase Figma Proficiency: Be prepared to walk through your Figma files, demonstrating your ability to create clear, well-organized, and visually compelling artefacts like journey maps and service blueprints.

• Tell a Compelling Story: Frame your projects as narratives that highlight your problem-solving skills, user advocacy, and ability to drive positive change.

Challenge Preparation:

• Understand the Context: If given a design challenge, ensure you fully understand the business context, user needs, and any technical constraints provided.

• Process-Oriented Approach: Focus on demonstrating your structured approach to problem-solving, starting with understanding the problem, empathizing with users, ideating solutions, prototyping, and planning for implementation and iteration.

• Figma Readiness: Be ready to use Figma (or a similar tool) to articulate your ideas visually, whether it's sketching out a quick user flow or refining a journey map.

• Stakeholder Communication: Practice articulating your design rationale clearly and concisely, anticipating questions and being prepared to defend your design choices based on user needs and business objectives.

📝 Enhancement Note: The interview process emphasizes practical design skills (Figma), strategic thinking (IT transformation), and collaborative abilities. A portfolio that explicitly links design solutions to operational improvements will be highly advantageous.

🛠 Tools & Technology Stack

Primary Tools:

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

• Prototyping Tools: While Figma has prototyping capabilities, familiarity with other industry-standard prototyping tools may be beneficial.

• Collaboration Platforms: Tools like Microsoft Teams, Slack, or similar for day-to-day communication and team collaboration.

• Project Management Software: Familiarity with Agile tools like Jira, Confluence, or Trello for task management, documentation, and workflow tracking.

Analytics & Reporting:

• User Analytics Tools: While not explicitly stated, experience with tools like Google Analytics, Adobe Analytics, or UX analytics platforms could be helpful for understanding user behaviour and measuring the impact of designed services.

• Feedback & Survey Tools: Tools for gathering user feedback, such as SurveyMonkey, Typeform, or in-app feedback mechanisms.

CRM & Automation:

• CRM Systems: Understanding how service design integrates with CRM systems (e.g., Salesforce, Dynamics 365) to manage customer interactions and data.

• Workflow Automation Tools: Awareness of how designed services can be supported or enhanced by business process automation (BPA) or robotic process automation (RPA) tools, though direct experience may not be required.

📝 Enhancement Note: Proficiency in Figma is paramount. Given the IT transformation context, understanding how designed services integrate with backend systems and potentially leverage automation or CRM data will be a significant asset.

👥 Team Culture & Values

Operations Values:

• Customer-Centricity: A fundamental belief in prioritizing the needs and experiences of both end-customers and internal users, driving the design of services that are intuitive and effective.

• Collaboration: A strong emphasis on working effectively with diverse teams, including technology, digital, and operations, to achieve shared goals and ensure seamless service delivery.

• Innovation & Curiosity: A drive to explore new ideas, challenge existing paradigms, and leverage technology to create better outcomes.

• Impact & Purpose: A focus on delivering meaningful work that makes a tangible difference to clients and communities, aligning with NCS's mission to "make tomorrow together."

• Efficiency & Practicality: While design-focused, there's an implicit value in designing services that are not only user-friendly but also scalable, maintainable, and align with operational realities.

Collaboration Style:

• Cross-functional Integration: Expect to work closely with technical architects, developers, business analysts, project managers, and operational stakeholders. The collaboration style is likely to be highly integrated, with regular touchpoints and joint problem-solving sessions.

• Open Communication: A culture that encourages open dialogue, constructive feedback, and transparent sharing of ideas and challenges.

• Design Advocacy: The ability to effectively communicate the value of design thinking and user-centered approaches to non-designers, fostering a shared understanding and buy-in.

• Iterative and Agile: Collaboration will likely occur within an agile framework, involving iterative design cycles, regular stand-ups, and adaptive planning.

📝 Enhancement Note: The company's values emphasize a blend of user-centricity and practical impact, which is ideal for operations professionals. The collaborative style requires strong communication and the ability to bridge technical, design, and operational perspectives.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complexity: The primary challenge will be translating highly complex IT systems and enterprise processes into simple, intuitive user experiences, requiring strong analytical and simplification skills.

• Stakeholder Alignment: Gaining consensus and driving adoption of design solutions across diverse stakeholder groups with potentially competing priorities and perspectives.

• Balancing User Needs with Operational Constraints: Ensuring that user-centric designs are also technically feasible, scalable, and align with existing or future operational capabilities and constraints.

• Measuring Impact: Quantifying the success of service design initiatives in terms of user satisfaction, operational efficiency, and business value within a large transformation program.

• Pace of Transformation: Working within a fast-paced IT transformation environment that requires adaptability, agility, and the ability to deliver under pressure.

Learning & Development Opportunities:

• Advanced Design Skills: Deepen expertise in specialized areas of service design, UX research, and interaction design.

• IT Transformation Acumen: Gain in-depth knowledge of large-scale IT transformation strategies, methodologies, and common challenges.

• Industry Expertise: Develop a strong understanding of the telecommunications industry or other complex service sectors, including their unique operational landscapes.

• Leadership and Mentorship: Opportunities to lead design streams, mentor junior designers, and influence strategic direction within transformation programs.

• Cross-functional Knowledge: Expand understanding of technology stacks, operational processes, and business functions within a large enterprise through close collaboration.

📝 Enhancement Note: This role presents a significant opportunity to tackle complex operational challenges through design. The growth potential is strong, particularly for those who can demonstrate a keen understanding of how design impacts operational efficiency and user adoption.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to simplify an extremely complex system or process for users. What was your approach, and what was the outcome?" (Focus on your methodology, use of Figma, and quantifiable results.)

• "How do you ensure that frontstage user experiences are seamlessly connected with backend operational processes in your service designs?" (Highlight your understanding of the interplay between user interface and operational workflows.)

• "Walk us through a service design project where you had to influence stakeholders from different departments (e.g., IT, Operations, Sales) to adopt your design recommendations." (Emphasize your communication, negotiation, and advocacy skills.)

• "How do you maintain a human-centered approach when working within the constraints of large-scale IT transformations?" (Discuss your methods for user research, advocacy, and balancing user needs with technical/operational realities.) Company & Culture Questions:

• "What interests you about NCS Australia and our approach to technology services and transformation?" (Research NCS's mission, values, and recent projects. Connect your passion for purposeful work and collaboration.)

• "How do you see your role as a Senior Service Designer contributing to the success of a large-scale IT transformation?" (Frame your contribution in terms of simplifying complexity, enhancing user experience, and driving operational efficiency.)

• "Describe your experience working in fast-paced, potentially ambiguous environments. How do you navigate such situations?" (Highlight your adaptability, problem-solving skills, and ability to bring clarity.) Portfolio Presentation Strategy:

• Prioritize Impact: Select projects that clearly demonstrate your ability to solve complex problems and deliver tangible results, especially those linking design to operational improvements.

• Figma Walkthrough: Be prepared to present your Figma files, explaining your design choices, the rationale behind your journey maps and service blueprints, and how they facilitate understanding and collaboration.

• Storytelling: Structure your presentation as a narrative, guiding the interviewer through the problem, your process, your solutions, and the impact.

• Quantify When Possible: Use metrics and data to support your claims about user satisfaction, efficiency gains, or adoption rates. If direct metrics aren't available, discuss how you would measure success.

• Connect to the Role: Explicitly draw parallels between your portfolio projects and the requirements of the Senior Service Designer role at NCS Australia, demonstrating your understanding of their needs.

📝 Enhancement Note: Interview preparation should focus on demonstrating a strong understanding of both user-centered design principles and the practical realities of IT operations and transformation. Your portfolio is your primary tool to showcase this balance.

📌 Application Steps

To apply for this operations-adjacent design position:

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

• Curate Your Operations-Focused Portfolio: Select 2-3 key service design projects that best highlight your ability to simplify complex systems, map end-to-end journeys (including backend processes), and use Figma effectively. Emphasize any projects that led to measurable improvements in operational efficiency or user experience within complex environments.

• Tailor Your Resume: Ensure your resume clearly articulates your 5-10 years of experience in service design, your advanced Figma skills, and your experience in enterprise transformation or complex service industries. Use keywords from the job description, such as "IT Transformation," "Human-Centred Design," "Journey Mapping," and "End-to-End Service Design."

• Prepare Your Figma Presentation: Practice walking through your portfolio projects in Figma, explaining your design process, rationale, and the impact of your work. Be ready to discuss how your designs address both user needs and operational realities.

• Research NCS Australia: Understand their mission, values, and the industries they serve. Prepare to discuss how your skills and approach align with their commitment to innovation, collaboration, and making tomorrow together.

⚠️ 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.