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: Service Design / Human Services Operations

Date Posted: 2026-09-30

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• Lead strategic service design projects focused on enhancing the donor, bequestor, and aged care resident experiences within a leading human services organization.

• Drive human-centred research and design methodologies to uncover insights, map complex journeys, and develop actionable service blueprints.

• Facilitate co-design workshops and stakeholder engagement sessions to foster collaboration and drive innovative solutions.

• Translate qualitative and quantitative data into compelling recommendations that influence strategic thinking and practical service delivery improvements.

• Champion customer-centred design principles to embed a culture of continuous improvement across philanthropic and pastoral care operations.

📝 Enhancement Note: This role is situated within the "Philanthropy, Pastoral Care & Mission" division, indicating a focus on donor relations, fundraising operations, spiritual support, and holistic care within residential aged care settings. The "Operations" aspect is centered around the design and optimization of service delivery processes and the associated stakeholder experience, rather than traditional back-office revenue or sales operations.

📈 Primary Responsibilities

• Lead comprehensive human-centred research initiatives to deeply understand the needs, pain points, and opportunities within donor and aged care resident experiences.

• Develop detailed current-state and future-state customer journey maps and service blueprints for both Philanthropy (donor/bequestor) and Pastoral Care (aged care resident) services.

• Explore and analyze the interconnectedness of customer-facing experiences with underlying processes, systems, and human resources that support service delivery.

• Design and facilitate effective workshops, co-design sessions, and stakeholder engagement activities involving diverse groups, including customers, employees, and subject matter experts.

• Create and test prototypes to validate design concepts and gather feedback for iterative refinement of service offerings.

• Synthesize complex qualitative and quantitative research findings into clear, compelling, and actionable recommendations for service improvement and strategic direction.

• Collaborate closely with subject matter experts and cross-functional teams across Uniting to ensure design solutions are practical, sustainable, and aligned with organizational goals.

• Influence strategic decision-making by advocating for human-centred design principles and customer-centric approaches in service enhancement.

• Contribute to embedding customer-centred thinking into the organizational culture, thereby fostering continuous service improvement initiatives.

📝 Enhancement Note: The responsibilities highlight a strong emphasis on research, analysis, and strategic design. For operations professionals, this translates to understanding how to map and optimize the "customer" (donor/resident) journey and the internal processes that support it, driving efficiency and effectiveness through design thinking.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong academic foundation in Design, Human Services, Social Sciences, or a related field is beneficial.

Experience: Demonstrated experience (5-10 years) in service design, human-centred design, user research, and translating insights into tangible service improvements.

Required Skills:

• Proven expertise in service design methodologies and human-centred design principles.

• Extensive experience in user research, including qualitative and quantitative data collection and synthesis.

• Strong proficiency in mapping customer journeys, developing service blueprints, and visualizing end-to-end service experiences.

• Demonstrated ability to facilitate workshops, co-design sessions, and effectively engage diverse stakeholders.

• Exceptional research, synthesis, and complex problem-solving skills.

• Confidence in working with a wide range of stakeholders and influencing outcomes without formal authority.

• Strong visual communication skills and proficiency with design and collaboration tools such as Miro, Figma, Adobe Creative Suite, or Sketch.

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

• A robust portfolio showcasing successful projects that have translated insights into meaningful service improvements. Preferred Skills:

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

• Understanding of the operational nuances within these sectors, including donor management, aged care operations, and pastoral care delivery.

• Familiarity with project management methodologies that support design initiatives.

📝 Enhancement Note: The "Senior" level implies a need for leadership in design thinking and a proven track record of impact. For operations candidates, this means demonstrating how they have driven process improvements and efficiency through design. The preference for sector experience is a key differentiator.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• A comprehensive portfolio demonstrating a clear process from research and insight generation to implemented service improvements.

• Case studies showcasing the application of human-centred design principles to solve complex problems within service delivery.

• Visualizations of customer journeys, service blueprints, and other design artifacts that clearly articulate current and future states.

• Examples of how user research findings were translated into practical, actionable recommendations and design solutions.

• Evidence of successful stakeholder engagement and co-design processes, highlighting collaborative problem-solving.

• Demonstrations of how design work has led to measurable improvements in user experience, operational efficiency, or organizational impact. Process Documentation:

• Ability to document current-state service processes through mapping and analysis.

• Skills in developing future-state service models and operational blueprints.

• Experience in translating design concepts into clear, implementable recommendations for operational teams.

📝 Enhancement Note: The emphasis on a portfolio is critical. Candidates should prepare to showcase their process, methodology, and the tangible impact of their design work, especially in relation to improving operational flows and user satisfaction in complex service environments.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Service Designers in Sydney, Australia, with 5-10 years of experience in the non-profit sector, a competitive salary range is estimated between AUD $120,000 - $150,000 per annum. This range accounts for the contract nature of the role and the specialized skillset required.

Benefits:

• NFP Salary Packaging: Up to $18,550 available, significantly increasing take-home pay.

• U Rewards Program: Access to exclusive discounts on various goods and services.

• Flexible Work Hours: Opportunity for work-life balance through adaptable scheduling.

• Fitness Passport: Access to participate in fitness activities and maintain well-being.

• Professional Growth Opportunities: Support for career development and skill enhancement.

• Supportive and Inclusive Environment: A collaborative and welcoming workplace culture.

Working Hours: Full-time, equivalent to 40 hours per week, with flexible arrangements available to support work-life balance.

📝 Enhancement Note: The salary estimate is derived from averaging publicly available compensation data for similar roles in Sydney, Australia, considering the non-profit sector and experience level. Salary packaging is a significant financial benefit in the Australian NFP sector.

🎯 Team & Company Context

🏢 Company Culture

Industry: Human Services, Social Services, Non-profit. Uniting NSW.ACT is a prominent organization within the Australian social impact sector, committed to social justice, community support, and advocacy.

Company Size: Large (typically over 1,000 employees), indicating a well-established structure with diverse departments and a broad reach across New South Wales and the Australian Capital Territory.

Founded: Uniting NSW.ACT has a long history, stemming from various mergers and established organizations, contributing to a rich heritage of community service. This legacy suggests a culture that values experience, stability, and a deep understanding of community needs.

Team Structure:

• The role operates within the Philanthropy, Pastoral Care & Mission division, suggesting a team focused on fundraising operations, donor engagement, spiritual support, and holistic care for residents in aged care facilities.

• The service design function likely sits within a broader strategy, innovation, or program development team, collaborating closely with operational leaders and subject matter experts from the specific project areas.

• Cross-functional collaboration is essential, requiring interaction with fundraising teams, aged care facility management, pastoral care staff, residents, donors, and potentially marketing and communications departments. Methodology:

• Emphasis on human-centred design and user research to understand complex stakeholder needs.

• Application of service design frameworks, including journey mapping and service blueprinting, to analyze and optimize service delivery.

• Co-design and participatory design approaches to involve stakeholders in solution development.

• Data-driven decision-making, synthesizing qualitative and quantitative insights to inform strategy and design.

• A focus on practical implementation and embedding design thinking into operational processes.

Company Website: https://www.uniting.org/

📝 Enhancement Note: The company's mission-driven nature and focus on social justice are core to its culture. Operations professionals should highlight their ability to align process improvements with these values and demonstrate empathy in their work.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior role, indicating a high level of autonomy, strategic input, and responsibility for leading significant design projects. It requires not only technical design skills but also the ability to influence stakeholders and drive change within complex organizational structures. The focus is on strategic impact through service design rather than day-to-day operational management.

Reporting Structure: The role likely reports to a Head of Service Design, Innovation, Strategy, or a senior leader within the Philanthropy, Pastoral Care & Mission division. Collaboration will be extensive with operational managers and subject matter experts within the project domains.

Operations Impact: The impact of this role is centered on improving the experience of key stakeholders (donors, bequestors, aged care residents) and enhancing the effectiveness and efficiency of the services that support them. This directly contributes to the organization's mission, reputation, and fundraising success.

Growth Opportunities:

• Specialization: Deepen expertise in service design for human services, philanthropy, or aged care sectors.

• Leadership: Transition into a lead service designer role, managing a team or overseeing a portfolio of design projects.

• Strategic Influence: Move into broader strategy or innovation roles, shaping organizational direction.

• Process Improvement: Apply design thinking to other operational areas within Uniting, driving systemic improvements.

• Sector Expertise: Become a recognized expert in service design within the Australian non-profit and human services sector.

📝 Enhancement Note: While not a traditional "operations" role, the strategic design and process optimization aspects offer significant opportunities for individuals looking to leverage operations principles in a mission-driven context. Growth pathways are tied to design leadership and strategic impact.

🌐 Work Environment

Office Type: The role is based in Sydney CBD, indicating a professional office environment. Given the "On-site" requirement, it suggests a need for in-person collaboration, client/stakeholder engagement, and access to office facilities.

Office Location(s): Sydney CBD, New South Wales, Australia. This location offers good accessibility via public transport.

Workspace Context:

• Collaborative Environment: Expect an environment that encourages interaction, brainstorming, and co-creation with colleagues from various departments.

• Tools and Technology: Access to standard office technology, likely including collaboration software (e.g., Microsoft Teams), and specialized design tools (Miro, Figma, etc.) as mentioned in the requirements.

• Team Interaction: Frequent opportunities to work with and learn from subject matter experts, operational staff, and potentially end-users of the services.

Work Schedule: Standard full-time hours (40 hours/week) with an emphasis on flexible work hours, allowing for better work-life integration. This flexibility is crucial for managing research, workshops, and project timelines effectively.

📝 Enhancement Note: The on-site requirement in Sydney CBD suggests a need for candidates comfortable with a traditional office setting but with the benefit of flexible scheduling. The collaborative nature of the workspace is key for design thinking processes.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and cover letter, with a strong emphasis on the portfolio.

• Portfolio Presentation & Interview: Candidates will likely be asked to present their portfolio, discussing specific case studies that demonstrate their service design process, problem-solving skills, and impact. This will be followed by in-depth questions about their experience, methodology, and approach to complex challenges.

• Stakeholder Interview(s): Interviews with key stakeholders from the Philanthropy and/or Pastoral Care teams to assess cultural fit, collaboration style, and understanding of the sector's nuances.

• Final Interview: Potentially with a senior leader to discuss strategic alignment and overall suitability for the role.

Portfolio Review Tips:

• Structure: Organize your portfolio logically, perhaps by project type or by showcasing the end-to-end design process.

• Storytelling: For each case study, clearly articulate the problem, your role, the methodology used (research, ideation, prototyping, testing), the insights gained, the solutions designed, and the measurable outcomes or impact.

• Process Focus: Emphasize your thought process, how you approached complexity, and how you translated insights into actionable designs.

• Visuals: Use high-quality visuals (journey maps, blueprints, wireframes, prototypes) to illustrate your work.

• Relevance: Tailor your presentation to highlight experience relevant to human services, philanthropy, or aged care if possible.

Challenge Preparation:

• Be prepared to discuss hypothetical scenarios related to improving donor journeys or aged care resident experiences.

• Think about how you would approach research, stakeholder engagement, and ideation for these specific contexts.

• Practice articulating your design rationale clearly and concisely, focusing on user needs and operational feasibility.

📝 Enhancement Note: The portfolio is paramount. Candidates should prepare a compelling narrative around their projects, demonstrating not just design skills but also strategic thinking and the ability to drive tangible improvements in service delivery and stakeholder experience.

🛠 Tools & Technology Stack

Primary Tools:

• Collaboration & Whiteboarding: Miro, Figma (for collaborative design, brainstorming, journey mapping, service blueprints).

• Design & Prototyping: Figma, Adobe Creative Suite (e.g., Illustrator, Photoshop for visual assets), Sketch (or similar design software).

• Research & Synthesis: Tools for qualitative data analysis (e.g., Dovetail, NVivo), survey tools (e.g., SurveyMonkey, Typeform).

• Presentation: PowerPoint, Google Slides, Keynote for synthesizing and presenting findings and recommendations.

Analytics & Reporting: While not the primary focus, familiarity with analytics tools that can inform user behaviour (e.g., website analytics, CRM data insights) would be beneficial for understanding user patterns.

CRM & Automation: Understanding how CRM systems (e.g., Salesforce for philanthropy) and other operational systems support user journeys and can be improved through design is advantageous.

📝 Enhancement Note: Proficiency in digital collaboration and design tools is essential. The ability to leverage these tools to visualize complex processes and facilitate remote or hybrid co-design sessions is a key requirement.

👥 Team Culture & Values

Operations Values:

• Human-Centred: A deep commitment to understanding and serving the needs of clients, donors, and staff.

• Compassion & Empathy: A core value that drives the organization's mission and influences service delivery.

• Integrity & Trust: Upholding ethical standards in all interactions, particularly in fundraising and care provision.

• Collaboration: Working together across teams and with external stakeholders to achieve shared goals.

• Innovation & Improvement: A drive to continuously seek better ways of delivering services and achieving impact.

• Social Justice: A commitment to advocating for and supporting vulnerable individuals and communities.

Collaboration Style:

• Cross-functional Integration: The role requires seamless collaboration with diverse teams, bridging the gap between design strategy and operational execution.

• Co-creation: An emphasis on involving stakeholders, including end-users, in the design process to ensure relevance and buy-in.

• Open Communication: Fostering an environment where feedback is welcomed, and ideas are shared transparently to drive continuous improvement.

• Partnership: Working as a trusted partner with operational leaders to implement design solutions effectively.

📝 Enhancement Note: Candidates should demonstrate how their approach to service design aligns with Uniting's core values, particularly those related to human-centredness, compassion, and social impact.

⚡ Challenges & Growth Opportunities

Challenges:

• Complex Stakeholder Landscapes: Navigating the diverse needs and priorities of donors, bequestors, aged care residents, their families, and internal staff.

• Balancing Strategic Vision with Operational Reality: Ensuring that designed services are not only innovative but also practical, scalable, and financially viable within the non-profit context.

• Cultural Change Management: Advocating for and embedding human-centred design principles within an established organization.

• Measuring Impact: Quantifying the success of service design initiatives, particularly in areas like pastoral care and philanthropic engagement, which can be qualitative.

• Navigating Sector Specifics: Understanding the unique regulatory, ethical, and operational considerations within aged care and philanthropy.

Learning & Development Opportunities:

• Sector-Specific Expertise: Gaining in-depth knowledge of the Australian aged care and philanthropic sectors.

• Advanced Service Design: Developing skills in complex systems thinking, service ecosystem design, and strategic foresight.

• Leadership Development: Opportunities to mentor junior designers or lead larger strategic initiatives.

• Cross-functional Learning: Deepening understanding of fundraising operations, aged care management, and pastoral care practices.

📝 Enhancement Note: Understanding these challenges will help candidates frame their experience and demonstrate their problem-solving capabilities. The growth opportunities highlight the potential for significant professional development within a mission-critical field.

💡 Interview Preparation

Strategy Questions:

• "Describe a time you had to design a service for a complex stakeholder group with competing needs. How did you approach it, and what was the outcome?" (Focus on research, stakeholder management, and balancing priorities).

• "How would you approach mapping the end-to-end journey of a donor who has made a significant bequest to Uniting?" (Demonstrate understanding of donor lifecycle, touchpoints, and operational processes).

• "Imagine you need to redesign the pastoral care experience for residents in a new aged care facility. What would be your first steps, and how would you involve residents and staff?" (Showcase research, co-design, and user-centricity). Company & Culture Questions:

• "What interests you about Uniting's mission, and how do you see service design contributing to our purpose of inspiring people, enlivening communities, and confronting injustice?" (Connect your skills to the organization's values).

• "How would you foster a culture of human-centred design within operational teams who may not be familiar with these methodologies?" (Focus on collaboration, advocacy, and training).

• "How do you measure the success of your service design projects, especially in areas like emotional wellbeing or donor loyalty?" (Discuss qualitative and quantitative metrics, ROI demonstration). Portfolio Presentation Strategy:

• Narrative: Craft a clear story for each case study, highlighting the problem, your role, methodology, insights, solution, and impact.

• Process Emphasis: Detail your design process, demonstrating your analytical and problem-solving skills, not just the final output.

• Stakeholder Focus: Show how you involved and understood the needs of various stakeholders, including end-users.

• Impact Metrics: Quantify results wherever possible (e.g., improved satisfaction scores, increased engagement, efficiency gains) or explain qualitative improvements clearly.

• Conciseness: Be prepared to present key highlights efficiently, allowing time for discussion and questions.

📝 Enhancement Note: Interview preparation should focus on demonstrating how your service design expertise can translate into tangible improvements for Uniting's specific operational areas and mission. Be ready to discuss your portfolio in detail and articulate your strategic thinking.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your CV and cover letter through the provided job advertisement platform to ensure accurate tracking.

• Portfolio Customization: Curate your portfolio to highlight projects that best demonstrate your experience in human-centred design, journey mapping, service blueprinting, and stakeholder engagement, ideally with relevance to human services, non-profits, or aged care.

• Resume Optimization: Ensure your resume clearly articulates your years of experience, key skills in service design, research methodologies, and any sector-specific experience. Quantify achievements where possible.

• Interview Preparation: Practice presenting your portfolio, focusing on storytelling and articulating your process and impact. Prepare thoughtful questions for the interviewers about the role, team, and organizational challenges.

• Company Research: Familiarize yourself with Uniting NSW.ACT's mission, values, services, and recent initiatives. Understand their strategic priorities and how service design can support them.

⚠️ 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.