Senior Service Designer - Seniors

📍 Job Overview

Job Title: Senior Service Designer - Seniors

Company: Uniting NSW.ACT

Location: Sydney, New South Wales, Australia

Job Type: Permanent Full-time

Category: Service Design / Customer Experience Operations

Date Posted: 2026-09-30T12:56:00

Experience Level: 5-10 Years

Remote Status: On-site

🚀 Role Summary

• This role focuses on designing and improving services for older Australians, leveraging human-centred design principles to enhance experiences in Home Care, Retirement Living, and Residential Aged Care.

• The Senior Service Designer will drive strategic and tactical projects, translating complex customer needs and insights into practical, implementable service improvements.

• Key responsibilities include conducting research, mapping customer journeys, developing service blueprints, and facilitating co-design workshops to foster innovation.

• Success is measured by the ability to deliver evidence-based service enhancements that are practical and scalable within a complex operating environment.

📝 Enhancement Note: While the job title is "Senior Service Designer," the core responsibilities and required skills align with a role that heavily influences operational delivery and customer experience within the service sector. This role requires a strong understanding of how service design translates into operational processes and impacts service delivery efficiency and effectiveness.

📈 Primary Responsibilities

• Conduct human-centred research to deeply understand the needs, behaviors, and experiences of older people and their families across various care services.

• Map current and future customer journeys and develop comprehensive service blueprints to visualize end-to-end service flows and touchpoints.

• Identify critical pain points, unmet needs, and key moments of truth within complex service experiences to inform design interventions.

• Design, prototype, and test new service concepts through iterative development, co-design sessions, and user testing methodologies.

• Facilitate impactful workshops and design sprints, bringing together diverse perspectives from customers, employees, and stakeholders to collaboratively solve complex problems.

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

• Partner closely with cross-functional teams, including Seniors leadership, Technology, Marketing, Research, Operations, and Service Delivery, to ensure seamless transition from design to practical implementation.

• Influence senior stakeholders across the organization, championing customer-centred thinking and advocating for user needs to drive strategic transformation.

• Translate customer insights into practical, evidence-based service improvements that are implementable within complex operating environments.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic thinking and tactical execution, crucial for driving tangible improvements in service delivery. The role requires close collaboration with Operations teams to ensure designs are feasible and effective in real-world scenarios.

🎓 Skills & Qualifications

Education: A degree in Design, Human-Computer Interaction, Psychology, Social Sciences, or a related field is advantageous, though extensive practical experience will be considered.

Experience: Minimum of 5-10 years of progressive experience in service design, human-centred design, user research, CX strategy, or a closely related discipline.

Required Skills:

• Significant experience in service design, human-centred design, user research, or a related discipline.

• Strong experience designing end-to-end customer journeys and complex service experiences.

• Proven ability to translate research, data, and insights into meaningful service improvements and actionable recommendations.

• Hands-on experience with core service design tools and methodologies, including service blueprints, journey mapping, prototyping, co-design, and user testing.

• Excellent workshop facilitation, stakeholder engagement, and cross-functional collaboration skills.

• Strong research, synthesis, and visual communication capabilities to articulate complex ideas clearly.

• Confidence using collaborative design, prototyping, and visual communication tools such as Miro, Figma, Adobe Creative Suite, or equivalent platforms.

• The ability to influence, respectfully challenge thinking, and bring stakeholders along on a journey of change. Preferred Skills:

• Experience within the aged care, ageing, health, disability, community services, or not-for-profit sector.

• Familiarity with agile methodologies and working in iterative development cycles.

• Experience in strategic transformation initiatives.

• Data analysis skills to complement qualitative research.

📝 Enhancement Note: The emphasis on translating insights into "practical improvements" and collaborating with "Operations and Service Delivery" indicates a need for candidates who understand the operational realities of service delivery within the aged care sector.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Demonstrations of end-to-end service design projects, showcasing a clear understanding of the problem space, research methodology, design process, and implemented solutions.

• Case studies illustrating the ability to conduct human-centred research, map customer journeys, and develop service blueprints for complex services.

• Examples of prototypes, co-design outputs, and user testing results that led to tangible service improvements.

• Visualizations of how insights were translated into practical recommendations and implemented solutions, with a focus on measurable impact.

• Evidence of workshop facilitation and stakeholder engagement, particularly in co-design contexts. Process Documentation:

• Showcase your process for moving from discovery and research through to prototyping, testing, implementation, and learning from implemented service designs.

• Provide examples of how you document current and future state service blueprints, journey maps, and design recommendations.

• Illustrate your approach to integrating customer feedback and operational data into iterative service design cycles.

📝 Enhancement Note: A strong portfolio is critical. Candidates should highlight projects that demonstrate their ability to not only design but also implement and measure the impact of service improvements, especially those that interface directly with operational teams and processes.

💵 Compensation & Benefits

Salary Range: For a Senior Service Designer in Sydney, NSW, with 5-10 years of experience, the estimated annual salary range is AUD $120,000 - $160,000. This estimate is based on industry benchmarks for senior design roles in Australia, considering the complexity of the sector and the organization's mission.

Benefits:

• Up to $18,550 NFP salary packaging available, offering significant tax advantages.

• Access to the U rewards program, providing exclusive discounts on various goods and services.

• Flexible work hours to promote work-life balance and accommodate personal needs.

• Access to Fitness Passport, encouraging an active and healthy lifestyle.

• Opportunities for professional growth and development within the organization.

• A supportive, inclusive, and collaborative work environment.

Working Hours: This is a permanent full-time position, typically equating to 38-40 hours per week, with the flexibility to manage working hours.

📝 Enhancement Note: The salary range is an estimation based on typical senior-level service design roles in Sydney. Salary packaging is a significant financial benefit for Not-for-Profit employees in Australia.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Services, Aged Care, Community Services, Not-for-Profit. Uniting NSW.ACT is a leading organization dedicated to social justice advocacy, community services, and spiritual care, serving people of all ages, with a particular focus on those experiencing disadvantage and vulnerability.

Company Size: Uniting NSW.ACT is a large organization, employing a significant number of people across various services and locations, indicating a complex operational structure and ample opportunities for cross-functional collaboration.

Founded: Uniting NSW.ACT is part of the Uniting Church, with a long history of service and social impact. This heritage suggests a mission-driven culture focused on long-term community benefit and ethical practices.

Team Structure:

• The role operates within the Seniors services division, which spans Home Care, Residential Aged Care, and Retirement Living.

• The Senior Service Designer will collaborate with teams across Seniors, Technology, Marketing, Research, Operations, and Service Delivery, indicating a matrixed or project-based team structure.

• The role requires influencing senior stakeholders, suggesting direct interaction with leadership across different departments. Methodology:

• Human-Centred Design: The core methodology for this role, emphasizing understanding user needs and designing services around them.

• Co-design & Participatory Design: Facilitating workshops to bring diverse perspectives together for problem-solving and solution development.

• Iterative Development: Moving from insight to design, prototyping, testing, and implementation in a continuous cycle.

• Data-Driven Decision Making: Utilizing both qualitative and quantitative research to inform service improvements.

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

📝 Enhancement Note: The company's mission and focus on vulnerable populations, combined with its size and diverse service offerings, suggest a culture that values empathy, collaboration, and a commitment to making a tangible difference. This is crucial for candidates to understand when framing their experience and motivations.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role within the Service Design function, positioned to influence strategic direction and operational execution within the Seniors division. It requires a high degree of autonomy, problem-solving capability, and the ability to lead design initiatives.

Reporting Structure: While not explicitly stated, a Senior Service Designer typically reports to a Head of Service Design, CX, or a related Digital/Transformation lead. The role involves significant collaboration with operational leaders and teams, requiring strong influence without direct authority.

Operations Impact: The role directly impacts the effectiveness and efficiency of service delivery by designing user-centric experiences that are practical and implementable. This leads to improved customer satisfaction, operational efficiency, and alignment with the organization's mission of providing quality care.

Growth Opportunities:

• Leadership in Design: Potential to lead larger, more complex service transformation projects and mentor junior designers.

• Specialization: Deepen expertise in specific areas of aged care service design or customer experience strategy.

• Cross-functional Mobility: Opportunities to move into related roles within CX, digital transformation, or strategic operations roles within Uniting.

• Industry Recognition: Contributing to innovative service design in the not-for-profit and aged care sectors can build a strong professional reputation.

📝 Enhancement Note: The role offers a significant opportunity to shape services that have a direct impact on people's lives. Growth will likely come from leading impactful projects and demonstrating strategic influence within the organization.

🌐 Work Environment

Office Type: The role is based in Sydney CBD, suggesting a professional office environment. Given the nature of service design, there will likely be a mix of office-based work for collaboration, planning, and documentation, and potential off-site visits to understand service delivery contexts.

Office Location(s): Sydney CBD, NSW, Australia. This central location offers good accessibility via public transport.

Workspace Context:

• Collaborative Environment: The job description emphasizes collaboration with various teams, suggesting an open and interactive workspace designed to foster teamwork and co-creation.

• Tools & Technology: Access to essential design and collaboration tools like Miro and Figma will be provided, supporting a modern digital design workflow.

• Team Interaction: Frequent interaction with cross-functional teams, including Operations and Service Delivery, will be integral to the role, facilitating knowledge sharing and problem-solving.

Work Schedule: This is a permanent full-time role with flexible work hours, allowing for a healthy work-life balance. The on-site requirement means regular presence in the Sydney CBD office is expected.

📝 Enhancement Note: The emphasis on "flexible work hours" within an "on-site" role suggests a hybrid approach or flexibility in daily start/end times, rather than full remote work. This is important for candidates to clarify during the application process.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: A review of CV and cover letter, with a strong emphasis on relevant experience and alignment with the role's requirements.

• Portfolio Presentation: Candidates will likely be asked to present their portfolio, showcasing key projects that demonstrate their service design capabilities, research methodologies, and impact. This is a critical stage for assessing practical skills.

• Behavioral & Situational Interviews: Questions will focus on problem-solving, stakeholder management, collaboration, and how candidates approach complex challenges in service design.

• Stakeholder Interviews: Discussions with key team members, potentially including operational leaders, to assess cultural fit, collaboration style, and strategic thinking.

• Final Interview: Likely with a senior leader to discuss strategic alignment and overall fit for the organization.

Portfolio Review Tips:

• Structure for Impact: Organize your portfolio to clearly articulate the problem, your role, the process you followed (research, ideation, testing, implementation), the key outcomes, and any measurable impact or learnings.

• Focus on Relevance: Highlight projects that align with designing services for complex user groups or within regulated environments, similar to aged care. Emphasize how your designs solved real-world problems and improved user experiences.

• Showcase Process & Tools: Clearly demonstrate your proficiency with service design tools (Miro, Figma, etc.) and methodologies (journey mapping, service blueprints, co-design).

• Quantify Outcomes: Where possible, include metrics or qualitative evidence demonstrating the success of your service designs, such as improved user satisfaction, efficiency gains, or reduced operational friction.

• Tell a Story: Frame each project as a narrative that highlights your problem-solving skills, strategic thinking, and ability to collaborate effectively.

Challenge Preparation:

• Be prepared to discuss hypothetical scenarios related to improving aged care services, focusing on how you would apply your service design process.

• Practice articulating your design decisions and rationale clearly and concisely, especially when explaining the link between user needs and implemented solutions.

• Prepare examples of how you have influenced stakeholders and driven change within organizations, particularly when dealing with resistance or complex operational constraints.

📝 Enhancement Note: The portfolio is paramount. Candidates should prepare detailed case studies that go beyond aesthetics and demonstrate a deep understanding of process, impact, and operational integration.

🛠 Tools & Technology Stack

Primary Tools:

• Collaborative Design & Whiteboarding: Miro, or similar digital whiteboarding tools, for ideation, workshop facilitation, journey mapping, and service blueprinting.

• Prototyping & Design: Figma, or similar collaborative design tools (e.g., Sketch, Adobe XD), for creating wireframes, mockups, and interactive prototypes.

• Visual Communication: Adobe Creative Suite (Photoshop, Illustrator, InDesign) for creating high-fidelity visuals, presentations, and documentation.

Analytics & Reporting:

• While not explicitly mentioned as primary tools for the designer, familiarity with how qualitative and quantitative data is collected and analyzed to inform design decisions is crucial. This may involve using tools for survey analysis, user feedback platforms, or basic data visualization tools. CRM & Automation:

• No direct CRM or automation tool requirements are specified for this design role, but an understanding of how service designs might integrate with existing customer relationship management systems or operational workflows would be beneficial.

📝 Enhancement Note: Proficiency with collaborative digital tools like Miro and Figma is a hard requirement, indicating a modern, agile design workflow. Candidates should be ready to discuss their experience and preference for these tools.

👥 Team Culture & Values

Operations Values:

• Customer-Centred: A deep commitment to understanding and serving the needs of older people and their families.

• Empathy & Compassion: Valuing a genuine understanding of the challenges and experiences of clients and staff.

• Collaboration: Working effectively across diverse teams to achieve shared goals and drive innovation.

• Impact-Driven: Focusing on creating tangible, positive outcomes and improvements in service delivery.

• Integrity & Respect: Upholding ethical standards and treating all individuals with dignity.

• Continuous Improvement: A mindset geared towards ongoing learning, adaptation, and refinement of services.

Collaboration Style:

• Cross-functional Integration: Actively partnering with Operations, Service Delivery, Technology, and other departments to ensure designs are practical and aligned with business objectives.

• Co-design & Participatory Approach: Facilitating inclusive workshops where diverse perspectives are valued and contribute to the design process.

• Open Communication: Encouraging transparent dialogue, constructive feedback, and knowledge sharing across teams.

• Influence & Advocacy: Championing customer needs and design perspectives respectfully to senior stakeholders.

📝 Enhancement Note: The company's values, particularly around empathy, compassion, and impact, are central to the mission of Uniting. Candidates should demonstrate how their work aligns with these values, especially in the context of serving vulnerable populations.

⚡ Challenges & Growth Opportunities

Challenges:

• Complexity of Aged Care: Navigating the intricate regulatory environment, diverse stakeholder needs (clients, families, caregivers, staff), and established operational processes within the aged care sector.

• Balancing Innovation with Implementation: Designing services that are innovative and user-centric while remaining practical, cost-effective, and implementable within existing operational constraints.

• Driving Cultural Change: Influencing senior stakeholders and operational teams to adopt new ways of working and embrace customer-centred approaches.

• Data Synthesis: Effectively synthesizing varied qualitative and quantitative data from diverse sources into actionable insights.

Learning & Development Opportunities:

• Deep Domain Expertise: Gaining in-depth knowledge of the aged care sector, its challenges, and opportunities for service innovation.

• Strategic Influence: Developing skills in influencing senior leadership and driving large-scale service transformations.

• Mentorship: Opportunities to learn from experienced professionals within Uniting and potentially mentor junior designers or team members.

• Industry Engagement: Potential to engage with industry forums and best practices in service design for social services and healthcare.

📝 Enhancement Note: This role presents significant challenges due to the sector's complexity, but these challenges also offer substantial growth opportunities for a dedicated and skilled service designer.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you designed from end-to-end. What were the key challenges, your process, and the measurable impact?" (Focus on your methodology, stakeholder management, and outcome articulation.)

• "How would you approach understanding the needs of diverse groups within the aged care sector (e.g., residents, family members, home care staff)?" (Highlight your research techniques and empathy mapping.)

• "Imagine you've designed a new service concept that requires significant operational changes. How would you gain buy-in from operations teams and senior leadership?" (Emphasize collaboration, communication, and evidence-based advocacy.) Company & Culture Questions:

• "What interests you about working for Uniting NSW.ACT, particularly in the Seniors division?" (Connect your passion to their mission and the impact of their work.)

• "How do you ensure a customer-centred approach is maintained when dealing with operational constraints or organizational priorities?" (Showcase your ability to balance user needs with business realities.)

• "Describe a time you had to influence a stakeholder who was resistant to change. What was your approach and the outcome?" (Prepare a STAR method example demonstrating influence and diplomacy.) Portfolio Presentation Strategy:

• Curate Select Projects: Choose 2-3 strong case studies that best represent your end-to-end service design capabilities, ideally with relevance to complex service environments or social impact.

• Structure Your Narrative: For each project, clearly outline the problem, your specific role and contributions, the methodologies used (research, ideation, testing), key insights, the designed solution, and demonstrable outcomes or learnings.

• Highlight Process & Tools: Visually showcase your use of service blueprints, journey maps, prototypes, and collaborative tools like Miro/Figma.

• Quantify Impact: Wherever possible, present metrics (e.g., improved satisfaction scores, efficiency gains, adoption rates) or strong qualitative evidence of success.

• Engage Your Audience: Be prepared to answer questions about your process, decisions, and challenges, and tailor your presentation to the specific needs of Uniting's Seniors services.

📝 Enhancement Note: Interviewers will be looking for a strong understanding of service design principles applied to real-world problems, coupled with the ability to collaborate and influence within a large, mission-driven organization.

📌 Application Steps

To apply for this Senior Service Designer position:

• Submit your CV and cover letter through the job advertisement platform (Dayforce) to ensure your application is accurately tracked.

• Portfolio Customization: Tailor your portfolio to highlight projects demonstrating experience in human-centred design, complex service journey mapping, and implementing practical service improvements, ideally within social services or healthcare contexts.

• Resume Optimization: Clearly articulate your experience with service design methodologies, tools (Miro, Figma), and your proven ability to translate research into actionable outcomes. Quantify achievements where possible.

• Interview Preparation: Practice your portfolio presentation, focusing on clear storytelling, demonstrating your process, and articulating the impact of your work. Prepare to discuss your approach to collaboration and stakeholder influence.

• Company Research: Understand Uniting NSW.ACT's mission, values, and the specific challenges and opportunities within their Seniors services division. Be ready to articulate how your skills and passion align 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.

---