Senior Service Designer - Philanthropy

📍 Job Overview

Job Title: Senior Service Designer - Philanthropy, Pastoral Care & Mission

Company: Uniting NSW.ACT

Location: Sydney, New South Wales, Australia

Job Type: Contract (6 or 12 months)

Category: Operations - Service Design & Customer Experience

Date Posted: September 30, 2026

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Lead human-centred research and design initiatives to improve donor, bequestor, and resident experiences within Uniting's Philanthropy and Pastoral Care & Mission departments.

• Develop comprehensive service blueprints, customer journey maps, and actionable recommendations to enhance both customer-facing interactions and underlying operational processes.

• Facilitate co-design workshops and stakeholder engagement sessions to drive collaborative problem-solving and innovation in service delivery.

• Translate complex qualitative and quantitative insights into clear, compelling recommendations that influence strategic thinking and practical implementation for service improvements.

• Advocate for human-centred design principles and embed customer-centric thinking across the organization to foster continuous service enhancement.

📝 Enhancement Note: This role is positioned as a Senior Service Designer, implying a need for significant autonomy, strategic influence, and the ability to mentor or guide others, even if not directly managing a team. The focus on "influencing without formal authority" and bridging strategic thinking with practical delivery is key. The "Operations - Service Design & Customer Experience" category is inferred from the core responsibilities and skill set required, focusing on the systematic improvement of service delivery.

📈 Primary Responsibilities

• Spearhead human-centred research methodologies, including qualitative and quantitative data collection, to deeply understand the needs, pain points, and opportunities for donors, bequestors, and residents in aged care.

• Create detailed current-state and future-state customer journey maps and service blueprints that illustrate the end-to-end experience, identifying critical touchpoints and process dependencies.

• Design and facilitate engaging workshops and co-design sessions involving diverse stakeholders, including customers, employees, and subject matter experts, to foster collaborative ideation and problem-solving.

• Develop and test prototypes and concepts to validate design solutions, ensuring practical applicability and impact before full-scale implementation.

• Synthesize research findings and co-design outcomes into clear, actionable recommendations and strategic design direction for improving philanthropy and pastoral care services.

• Explore and map the intricate interplay between customer-facing experiences and the back-end processes, systems, and people that support them, ensuring holistic service design.

• Champion the adoption of human-centred design principles and customer-centric methodologies across relevant teams, embedding a culture of continuous service improvement.

• Collaborate closely with subject matter experts and cross-functional teams to ensure designs are feasible, sustainable, and aligned with organizational objectives and values.

• Influence strategic decision-making by presenting well-substantiated insights and design recommendations that highlight potential impacts on donor engagement, resident well-being, and operational efficiency.

• Document and communicate findings, designs, and recommendations effectively through compelling visual and written materials suitable for diverse audiences.

📝 Enhancement Note: The primary responsibilities are extrapolated from the detailed description of "What you'll be doing," focusing on the action verbs and the scope of work. Emphasis is placed on research leadership, design artifact creation (journeys, blueprints), facilitation, synthesis, and strategic influence, all critical for a senior-level design role.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong educational background in Design (Service Design, Interaction Design, UX Design), Human-Computer Interaction, Psychology, Social Sciences, or a related field is highly beneficial. Equivalent practical experience will also be considered.

Experience: A minimum of 5-10 years of demonstrated experience in service design, human-centred design, or a closely related user experience discipline. Experience within the not-for-profit sector, particularly in areas like philanthropy, aged care, or human services, is highly regarded.

Required Skills:

• Proven expertise in leading human-centred research, including user interviews, ethnographic studies, and usability testing.

• Extensive experience in developing customer journey maps, service blueprints, and end-to-end experience designs.

• Strong analytical and synthesis skills to translate complex qualitative and quantitative data into actionable insights and strategic recommendations.

• Demonstrated ability to facilitate workshops, co-design sessions, and stakeholder engagement processes effectively.

• Confidence in influencing stakeholders at various levels and driving change without formal authority.

• Proficiency in visual communication and design tools such as Miro, Figma, Adobe Creative Suite, or Sketch.

• Ability to balance strategic thinking with practical, hands-on design and delivery.

• A robust portfolio showcasing successful service design projects and demonstrable improvements in user experiences. Preferred Skills:

• Direct experience within the philanthropy, ageing, health, human services, or not-for-profit sectors.

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

• Experience in prototyping and concept testing for service interventions.

• Understanding of organizational change management principles.

• Knowledge of data analysis techniques for service performance measurement.

📝 Enhancement Note: The "About You" section directly informs the required skills. The "highly regarded" experience is categorized as preferred. The experience level is inferred from the "Senior" title and the breadth of responsibilities, aligning with industry standards of 5-10 years for senior roles.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio is mandatory, showcasing a range of service design projects that demonstrate a clear understanding of human-centred design principles and user research.

• Projects should highlight the candidate's ability to translate raw insights into meaningful service improvements, illustrating the impact of their design work.

• Include examples of customer journey maps, service blueprints, and other relevant design artifacts that articulate complex service ecosystems.

• Demonstrate the process of moving from problem definition and research through ideation, prototyping, testing, and final recommendations.

• Showcase how the candidate has influenced stakeholders and driven adoption of design solutions. Process Documentation:

• Candidates should be prepared to discuss their approach to mapping current-state services, identifying pain points, and designing future-state service models.

• Examples of how they have documented user research findings, co-design outcomes, and the rationale behind design decisions will be valuable.

• Discussion of their methods for testing service concepts and gathering feedback for iterative improvement.

• Evidence of how they have integrated insights from both customer-facing experiences and internal operational processes into their design work.

📝 Enhancement Note: The requirement for a "strong portfolio demonstrating how your work has translated insight into meaningful service improvements" is directly translated into the "Portfolio Essentials." The "Process Documentation" section infers the types of process discussions and documentation that would be expected from a Senior Service Designer based on the role's responsibilities.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Service Designers in Sydney, NSW, Australia, with 5-10 years of experience, the estimated annual salary range is AUD $120,000 - $160,000. This estimate considers the seniority of the role, the complexity of the projects, and the cost of living in Sydney.

Benefits:

• NFP Salary Packaging: Up to $18,550 available annually, offering significant tax benefits.

• U Rewards Program: Access to exclusive discounts and benefits through the company's reward platform.

• Flexible Work Hours: Opportunities to manage work schedules for better work-life balance.

• Fitness Passport: Access to a program providing discounted gym memberships and fitness facilities.

• Professional Growth Opportunities: Support and avenues for continued learning, skill development, and career advancement within the organization.

• Supportive Work Environment: A collaborative and inclusive culture within a leading human services organization.

Working Hours: The role likely involves standard full-time working hours, estimated at 40 hours per week, with flexibility offered to support work-life balance.

📝 Enhancement Note: Salary range is an estimate based on typical Senior Service Designer roles in Sydney, Australia, with the specified experience level. NFP salary packaging is a significant benefit for this sector and is highlighted. Other benefits are directly extracted from the provided text.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Services / Not-for-Profit. Uniting NSW.ACT is a leading provider of care and support for people across all ages and stages of life, with a strong focus on those experiencing disadvantage and vulnerability. The organization is driven by its purpose to inspire people, enliven communities, and confront injustice, aligning with the values of the Uniting Church.

Company Size: Uniting NSW.ACT is a large organization within the social services sector, indicated by its broad reach and impact across New South Wales and the Australian Capital Territory. This size suggests a structured environment with opportunities for collaboration across diverse service areas.

Founded: Uniting NSW.ACT operates under the Uniting Church, a long-standing institution in Australia, implying a history of community service and social impact. The organization is committed to modernizing its services and approach.

Team Structure:

• The Senior Service Designer will likely be part of a broader Strategy, Innovation, or Transformation team, or work closely with departmental leads in Philanthropy and Pastoral Care & Mission.

• Collaboration will be essential across various operational teams, including fundraising, resident care, spiritual support, and administrative functions.

• The reporting structure is likely to involve a Head of Strategy, Innovation, or a similar senior leadership role, with direct project oversight from departmental managers. Methodology:

• The organization embraces human-centred design and customer-centric thinking as core methodologies for service improvement.

• Data-driven decision-making is encouraged, synthesizing qualitative and quantitative insights to inform strategic and operational changes.

• Collaboration and co-design are key to developing effective and sustainable service models that meet the needs of diverse stakeholders.

• A commitment to continuous improvement and innovation is evident in the focus on redesigning services to better serve vulnerable populations.

Company Website: uniting.org

📝 Enhancement Note: The company culture is inferred from its mission, values, and industry positioning as a large not-for-profit organization. The emphasis on human-centred design and social impact is central. The team structure and methodology are extrapolated from the job description's focus on collaborative design and strategic implementation.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned at a Senior level, requiring substantial experience and the ability to lead complex design projects independently. It demands a blend of strategic foresight, deep user empathy, and practical execution skills. The Senior Service Designer is expected to be a thought leader within their domain, driving significant improvements in service delivery and user experience.

Reporting Structure: The Senior Service Designer will likely report to a senior leader within a Strategy, Innovation, or Transformation function. While not a direct management role, it requires significant influence over project stakeholders and team members involved in the design process.

Operations Impact: The role has a direct and profound impact on the effectiveness and humaneness of Uniting's services. By improving the donor and bequestor experience, it can enhance fundraising efforts and support for vital programs. By enhancing pastoral care in aged care facilities, it directly contributes to the emotional and spiritual well-being of residents, a core mission objective.

Growth Opportunities:

• Specialization: Deepen expertise in specific service design areas or within the not-for-profit sector.

• Leadership: Transition into a Lead Service Designer, Head of Design, or Innovation Manager role, potentially managing teams and larger strategic initiatives.

• Skill Development: Gain experience in strategic planning, organizational change management, and advanced research methodologies through project exposure.

• Cross-functional Exposure: Develop a broader understanding of organizational operations through collaboration with diverse departments, enhancing strategic perspective.

📝 Enhancement Note: The career level and impact are derived from the "Senior" title and the description of the projects' significance. Growth opportunities are typical pathways for senior design professionals within larger organizations, focusing on increased responsibility and specialization.

🌐 Work Environment

Office Type: The role is based in Sydney CBD, suggesting a professional office environment. It is described as "On-site," indicating that the majority of work will be conducted from the company's physical premises, fostering in-person collaboration.

Office Location(s): Sydney CBD, New South Wales, Australia. This central location offers accessibility via public transport and proximity to business and community hubs.

Workspace Context:

• The workspace is expected to be collaborative, supporting in-person workshops, co-design sessions, and team interactions.

• Access to essential design tools (Miro, Figma, Adobe Creative Suite, Sketch) will be provided, facilitating the creation of visual communication and design artifacts.

• The environment will likely encourage close working relationships with subject matter experts and departmental stakeholders, fostering a deep understanding of operational nuances.

Work Schedule: The role is advertised as having flexible work hours, a common benefit in the not-for-profit sector, designed to support work-life balance. Standard full-time hours are estimated at 40 per week.

📝 Enhancement Note: The "On-site" status and Sydney CBD location are directly from the job details. The workspace context is inferred from the nature of service design work, which often involves collaborative sessions and the use of specific design tools.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of CV and cover letter, with a strong emphasis on the candidate's portfolio and demonstrated experience in service design and human-centred methodologies.

• First Interview: Likely with the hiring manager (Louise Massie) and potentially a key stakeholder. This will focus on understanding the candidate's background, approach to service design, and alignment with the role's core responsibilities. Be prepared to discuss specific projects from your portfolio.

• Design Challenge/Workshop: A practical assessment where candidates may be asked to demonstrate their problem-solving skills, research approach, or design thinking process, possibly through a simulated workshop or case study analysis. This assesses their ability to apply methodologies and communicate ideas.

• Final Interview: Meeting with senior leadership to discuss strategic alignment, cultural fit, and overall suitability for the role and organization.

Portfolio Review Tips:

• Curate Strategically: Select 3-5 of your most relevant and impactful service design projects. Prioritize those that align with the role's focus on human services, philanthropy, or aged care if possible.

• Tell a Story: For each project, clearly articulate the problem statement, your role, the methodologies used (research, co-design, prototyping), the insights gained, the design solutions developed, and most importantly, the tangible impact or outcomes achieved. Use service blueprints and journey maps to visualize the complexity.

• Showcase Process: Detail your thought process, decision-making, and how you navigated challenges. Demonstrate your ability to synthesize information and influence stakeholders.

• Highlight Tools: Mention your proficiency with tools like Miro, Figma, Adobe Creative Suite, or Sketch, showing how you leverage them to bring designs to life and facilitate collaboration.

• Quantify Impact: Whenever possible, use metrics or qualitative evidence to demonstrate the success of your designs (e.g., improved donor engagement, enhanced resident well-being, streamlined processes).

Challenge Preparation:

• Understand the Context: Research Uniting NSW.ACT's mission, values, and the specific challenges in philanthropy and aged care pastoral care.

• Practice Scenarios: Prepare for questions about how you would approach understanding a complex service, engaging diverse stakeholders, or designing for vulnerable populations.

• Articulate Your Framework: Be ready to explain your preferred service design framework and how you adapt it to different contexts.

• Focus on Empathy and Impact: Frame your answers around understanding user needs and delivering meaningful, positive outcomes.

📝 Enhancement Note: The interview process and portfolio review tips are standard for senior design roles, tailored to the specific context of service design and the not-for-profit sector. The emphasis is on demonstrating a structured approach, user empathy, and measurable impact.

🛠 Tools & Technology Stack

Primary Tools:

• Collaboration & Ideation: Miro (highly likely for remote whiteboarding, workshop facilitation, journey mapping, and service blueprinting).

• Design & Prototyping: Figma (popular for collaborative UI/UX design, prototyping, and wireframing).

• Creative Suite: Adobe Creative Suite (Photoshop, Illustrator for visual assets, presentations, and documentation).

• Prototyping/Wireframing: Sketch (another common tool for interface design and prototyping).

Analytics & Reporting: While not explicitly stated, a Senior Service Designer would likely interact with or require an understanding of:

• Data Visualization Tools: Such as Tableau or Power BI, to interpret performance metrics related to service uptake, engagement, or satisfaction.

• CRM/Database Systems: To understand donor data (for Philanthropy) or resident support data (for Aged Care), though direct manipulation might not be required.

CRM & Automation:

• CRM Systems: Experience with CRM platforms (e.g., Salesforce, Raiser's Edge for philanthropy) to understand donor interactions and back-end processes.

• Workflow Tools: Familiarity with tools that map or manage internal workflows, as the role involves understanding "processes, systems and people that sit behind" customer experiences.

📝 Enhancement Note: The explicit mention of Miro, Figma, Adobe Creative Suite, and Sketch points directly to the required technology stack for visual communication, collaboration, and design. Other tools are inferred based on the nature of service design and the operational context (philanthropy, aged care).

👥 Team Culture & Values

Operations Values:

• Human-Centred: A deep commitment to understanding and prioritizing the needs, experiences, and well-being of individuals, whether they are donors, bequestors, residents, or staff.

• Impact-Driven: A focus on creating tangible, positive change and delivering services that genuinely matter and make a difference in people's lives.

• Collaborative: Valuing teamwork, co-design, and cross-functional partnerships to achieve shared goals and leverage collective expertise.

• Innovative: Encouraging exploration of new ideas, challenging existing assumptions, and seeking better ways to deliver services.

• Purpose-Led: Driven by a clear mission to inspire people, enliven communities, and confront injustice, underpinned by the values of the Uniting Church.

Collaboration Style:

• Cross-functional Integration: The role requires seamless collaboration with diverse departments, bridging the gap between front-line service delivery, strategic planning, and support functions.

• Co-design Centric: A participatory approach where stakeholders, including those with lived experience, are actively involved in the design and improvement process.

• Open Communication: Fostering an environment where ideas can be shared freely, feedback is constructive, and challenges are addressed transparently.

• Influence and Advocacy: While collaborating, the Senior Service Designer will also advocate for user needs and design best practices, influencing decisions through evidence and compelling arguments.

📝 Enhancement Note: The values and collaboration style are derived from Uniting's stated mission, purpose, and the inherent nature of service design work within a human services organization. The emphasis is on empathy, impact, and collaborative problem-solving.

⚡ Challenges & Growth Opportunities

Challenges:

• Balancing Strategic Vision with Practicality: Navigating the tension between high-level service redesign and the day-to-day operational realities and constraints of a large organization.

• Influencing Without Authority: Effectively guiding and persuading diverse stakeholders, including senior leadership and frontline staff, to adopt new service designs and approaches.

• Tackling Complex Human Needs: Designing services that address multifaceted human experiences, such as grief, emotional well-being, and the complexities of charitable giving, requires deep empathy and nuanced solutions.

• Embedding Design Thinking: Championing and embedding human-centred design principles into the organizational culture and existing processes, which can be a significant change management effort.

Learning & Development Opportunities:

• Sector-Specific Expertise: Deepening knowledge and experience within the philanthropy and aged care sectors, understanding their unique dynamics and challenges.

• Strategic Leadership: Developing skills in organizational strategy, change management, and stakeholder engagement at a senior level.

• Advanced Design Methodologies: Exploring and applying cutting-edge service design techniques, research methods, and digital transformation strategies.

• Mentorship: Potential opportunities to mentor junior designers or contribute to building design capability within Uniting.

📝 Enhancement Note: Challenges are identified based on the senior nature of the role, the complexity of the subject matter (human services, philanthropy), and the organizational context of driving change. Growth opportunities are typical career progression paths for senior design professionals.

💡 Interview Preparation

Strategy Questions:

• "Describe your approach to understanding and mapping the end-to-end experience of donors and bequestors. What key insights would you aim to uncover?" (Focus on research methods, journey mapping, and identifying pain points/opportunities).

• "How would you design or redesign pastoral care services for residents in aged care to better address holistic and emotional well-being? What are the critical considerations?" (Emphasize empathy, co-design with residents/staff, and holistic service design).

• "You'll need to influence stakeholders without formal authority. Can you provide an example of how you've successfully driven adoption of a design solution or strategy by persuading others?" (Highlight communication, stakeholder management, and evidence-based advocacy). Company & Culture Questions:

• "What attracts you to Uniting's mission and values, particularly in the context of philanthropy and aged care?" (Research their purpose, social justice focus, and commitment to vulnerable populations).

• "How do you see your service design expertise contributing to Uniting's goal of confronting injustice and enlivening communities?" (Connect your skills to their broader organizational impact).

• "Describe a time you had to work with complex, conflicting requirements from different stakeholder groups. How did you reconcile them?" (Focus on collaboration, negotiation, and finding common ground). Portfolio Presentation Strategy:

• Structure is Key: For each project, clearly outline the Problem, Your Role, Process (Research, Design, Testing), Solution, and Impact. Use visual aids like journey maps and blueprints.

• Emphasize Collaboration: Detail how you involved stakeholders, conducted co-design sessions, and managed differing perspectives.

• Showcase Your Tools: Explain how tools like Miro and Figma were instrumental in your workflow, collaboration, and visualization of complex systems.

• Quantify Outcomes: Wherever possible, present metrics or qualitative feedback that demonstrates the positive impact of your design work on users and the organization. Be prepared to discuss the ROI of your service design interventions.

📝 Enhancement Note: Interview questions are crafted to probe the candidate's strategic thinking, understanding of Uniting's context, and ability to apply service design principles to the specific projects. Portfolio presentation advice focuses on clarity, impact, and demonstrating relevant skills.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your CV and cover letter through the provided job advertisement platform.

• Portfolio Customization: Ensure your submitted portfolio is tailored to highlight relevant experience in human-centred design, user research, journey mapping, and service blueprinting, with a preference for experience in social services, philanthropy, or aged care.

• Resume Optimization: Clearly articulate your years of experience, key skills (e.g., Miro, Figma, co-design, stakeholder engagement), and specific achievements related to service improvement and user experience enhancement.

• Interview Preparation: Prepare to discuss specific projects from your portfolio, articulate your design process, and demonstrate how you would approach the challenges outlined for the Philanthropy and Pastoral Care & Mission projects.

• Company Research: Thoroughly research Uniting NSW.ACT's mission, values, and current initiatives to understand their organizational context and demonstrate your alignment with their purpose.

⚠️ 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.