Senior Service Designer - Seniors

📍 Job Overview

Job Title: Senior Service Designer - Seniors

Company: Uniting NSW.ACT

Location: Sydney, New South Wales, Australia

Job Type: Full-Time

Category: Service Design / Human-Centred Design

Date Posted: 2026-09-30

Experience Level: 5-10 Years (Senior Level)

Remote Status: On-site

🚀 Role Summary

• Lead the design and enhancement of service experiences for older individuals within Home Care, Retirement Living, and Residential Aged Care.

• Drive human-centred research and discovery to deeply understand customer needs, behaviours, and pain points.

• Translate complex qualitative and quantitative insights into actionable recommendations for service improvements and strategic transformations.

• Facilitate co-design workshops and design sprints, bringing together diverse stakeholders to solve complex service challenges.

• Collaborate closely with cross-functional teams, including Technology, Operations, and Service Delivery, to ensure seamless implementation of designed services.

📝 Enhancement Note: This role is positioned as a Senior Service Designer, indicating a need for demonstrated leadership in design thinking and strategic application within complex service environments, particularly in the aged care sector. The emphasis on " Seniors" in the title and description suggests a specialized focus on the unique needs and experiences of older adults.

📈 Primary Responsibilities

• Conduct in-depth, human-centred research to uncover customer needs, behaviours, and pain points across various senior care services.

• Develop and refine current and future state customer journey maps and comprehensive service blueprints.

• Identify critical pain points, unmet needs, and key moments of truth within existing service delivery.

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

• Facilitate engaging and productive workshops and design sprints with diverse groups of customers, employees, and stakeholders.

• Synthesize qualitative and quantitative research findings into clear, compelling insights and practical, evidence-based recommendations for service enhancement.

• Partner effectively with stakeholders across Seniors, Technology, Marketing, Research, Operations, and Service Delivery to champion customer-centred solutions and drive implementation.

• Influence senior leadership and advocate for customer-centric perspectives throughout the organization, driving a cultural shift towards better service design.

• Ensure designed service improvements are practical, evidence-based, and capable of successful implementation within complex operational frameworks.

📝 Enhancement Note: The responsibilities highlight a full-cycle service design process, from initial research and discovery to implementation and ongoing learning. The emphasis on "practical improvements" and "complex operating environments" suggests a need for design solutions that are not only innovative but also feasible within the constraints of a large not-for-profit organization.

🎓 Skills & Qualifications

Education: While no specific degree is mandated, a strong educational background in Design, Human-Computer Interaction (HCI), Psychology, Social Sciences, or a related field is highly beneficial. Emphasis will be placed on practical experience and demonstrated skills over formal qualifications.

Experience: Significant professional experience (5-10 years) in service design, human-centred design, user experience (UX) research, or a closely related discipline. Proven track record of designing and delivering end-to-end customer journeys and complex service experiences.

Required Skills:

• Deep expertise in human-centred design principles and methodologies.

• Proven ability to conduct rigorous user research (qualitative and quantitative).

• Strong experience in customer journey mapping and service blueprinting.

• Demonstrated success in translating research and data into actionable service improvements.

• Proficiency in designing and testing new service concepts through prototyping, co-design, and iterative user testing.

• Excellent workshop facilitation and collaborative design session leadership.

• Strong stakeholder engagement and management skills, with the ability to influence senior leaders.

• Advanced research synthesis and visual communication capabilities.

• Confidence and experience using collaborative design tools such as Miro, Figma, or equivalent platforms.

• Experience with prototyping and visual communication tools (e.g., Figma, Adobe Creative Suite).

• Ability to respectfully challenge existing thinking and gain buy-in for new approaches. Preferred Skills:

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

• Experience with strategic transformation initiatives.

• Familiarity with data analysis and reporting tools to support insight generation.

• Understanding of service delivery operations within large organizations.

📝 Enhancement Note: The requirements emphasize practical application and strategic influence. The explicit mention of tools like Miro and Figma indicates a need for candidates comfortable with modern digital collaboration and design platforms. Experience in the aged care sector is a significant advantage, suggesting the organization values domain-specific knowledge.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase end-to-end service design projects, clearly articulating the problem, your role, the process followed, and the outcomes achieved.

• Include examples of customer journey maps, service blueprints, and user research synthesis.

• Demonstrate your ability to translate insights into tangible service concepts and prototypes.

• Provide evidence of co-design facilitation and stakeholder engagement in your projects.

• Highlight how you measured the impact and effectiveness of your service design interventions. Process Documentation:

• Detail your approach to conducting human-centred research and synthesizing findings.

• Explain your methodology for mapping current and future state customer journeys and service blueprints.

• Illustrate how you use prototyping, co-design, and user testing for iterative service concept development.

• Describe your process for collaborating with cross-functional teams (e.g., Technology, Operations) to drive implementation.

• Outline your methods for influencing senior stakeholders and championing customer-centred approaches.

📝 Enhancement Note: A strong portfolio is crucial for this role. It needs to demonstrate not just design skills but also the ability to manage complex projects, collaborate effectively, and drive measurable improvements within an operational context. Emphasis should be on the impact of the design work.

💵 Compensation & Benefits

Salary Range: Based on industry benchmarks for Senior Service Designers in Sydney, Australia, with 5-10 years of experience, a typical annual salary range would be AUD $120,000 - $160,000. This estimate accounts for the senior level, specialized skills, and location.

Benefits:

• Rewarding career within a leading human services organization.

• Up to AUD $18,550 NFP salary packaging available, significantly increasing take-home pay.

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

• Flexible work hours designed to support work-life balance.

• Access to Fitness Passport, promoting employee health and well-being.

• A supportive, inclusive, and collaborative work environment.

• Opportunities for continuous professional growth and development.

Working Hours: Standard full-time hours, likely 38-40 hours per week, with flexible work arrangements available to support work-life balance.

📝 Enhancement Note: The salary estimate is based on data from Australian job boards and salary comparison sites for similar senior design roles in Sydney. The NFP salary packaging is a significant financial benefit for employees in Australia, and its inclusion is a key differentiator.

🎯 Team & Company Context

🏢 Company Culture

Industry: Social Services, Not-for-Profit, Aged Care, Community Services, Healthcare. Uniting NSW.ACT is a major provider of care and support services, driven by a mission to inspire people, enliven communities, and confront injustice. The organization operates within a sector that requires a high degree of empathy, ethical practice, and a commitment to social impact.

Company Size: Uniting is a large organization, likely employing over 5,000 employees based on typical structures for such a prominent not-for-profit. This size implies a structured environment with established processes, but also opportunities for significant organizational influence.

Founded: Uniting has a long history, with its origins tracing back over 150 years, reflecting a deep-rooted commitment to community service and a stable, established presence in NSW and the ACT. This longevity suggests a culture that values stability, experience, and sustained impact.

Team Structure:

• The Senior Service Designer will likely be part of a dedicated Design or Digital Innovation team, or potentially embedded within the Seniors Division.

• This team is expected to be relatively small but highly collaborative, working closely with operational leaders and subject matter experts within the Seniors division.

• Reporting is likely to a Head of Design, Innovation Lead, or a Senior Manager within the Seniors division, with significant interaction with Directors and General Managers.

• Cross-functional collaboration is essential, involving close partnerships with Operations, Technology, Marketing, Research, and Service Delivery teams. Methodology:

• Data-driven decision-making is critical, with a strong emphasis on human-centred research and evidence-based insights.

• Workflow planning and optimization are core to the role, aiming to create more efficient and effective service delivery.

• Automation and efficiency practices are encouraged, particularly where they can improve customer experience or operational effectiveness.

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

📝 Enhancement Note: The company's mission and values are central to its culture. Candidates should demonstrate an alignment with Uniting's purpose of inspiring people, enlivening communities, and confronting injustice, particularly in the context of supporting older adults. The large size and long history suggest a need for adaptability within a structured environment.

📈 Career & Growth Analysis

Operations Career Level: This is a Senior-level role, indicating a requirement for significant autonomy, strategic thinking, and the ability to mentor or guide others. The scope of influence extends beyond individual projects to shaping organizational approaches to service design. It's a critical role in driving strategic transformation within the Seniors division.

Reporting Structure: The Senior Service Designer will likely report to a manager or director within the Seniors division or a central Design/Innovation team. They will be expected to work independently on projects, report progress regularly, and proactively identify opportunities. Significant interaction with senior stakeholders across various departments is anticipated.

Operations Impact: The role has a direct impact on the quality of life for older individuals by improving their experience with essential services like Home Care and Retirement Living. By designing more human-centred, connected, and efficient services, this role contributes to Uniting's mission, enhances customer satisfaction, and can lead to operational efficiencies and improved resource allocation.

Growth Opportunities:

• Operations Skill Advancement: Opportunities to deepen expertise in specific areas of service design, user research, or strategic innovation within the aged care context. Potential to lead larger, more complex transformation projects.

• Leadership Development: Potential to mentor junior designers, lead project teams, or take on more formal leadership roles within a design or innovation function as the organization evolves its capabilities.

• Cross-Functional Exposure: Gaining deep understanding of various operational areas within Uniting (e.g., Home Care logistics, Retirement Living sales cycles, Residential Aged Care operations) which can lead to broader career opportunities within the organization.

📝 Enhancement Note: The "Senior" designation implies a trajectory towards leadership or specialized expertise. Growth opportunities are likely to involve increased project scope, influence, and potentially team leadership, with a strong emphasis on continuous learning within the human services sector.

🌐 Work Environment

Office Type: The role is based in Sydney CBD and is described as "On-site." This suggests a professional office environment where collaboration, in-person workshops, and direct interaction with colleagues and potentially stakeholders are prioritized.

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

Workspace Context:

• A collaborative office space designed to foster interaction and knowledge sharing among team members.

• Access to modern tools and technology, including digital whiteboarding platforms (Miro, Figma) and potentially prototyping software.

• Opportunities for regular, in-person collaboration with cross-functional teams, facilitating a deeper understanding of operational realities and stakeholder needs.

• A dynamic environment where the Senior Service Designer will engage with diverse perspectives, from frontline staff to senior management.

Work Schedule: The role is full-time with flexible work hours, indicating a balance between structured work requirements and the need for personal flexibility. This allows for effective management of project timelines and personal commitments, crucial for sustained productivity in complex roles.

📝 Enhancement Note: The on-site requirement in Sydney CBD, combined with flexible hours, suggests a model that values face-to-face collaboration and team cohesion while still offering a degree of autonomy over one's schedule. This is typical for senior roles requiring significant stakeholder interaction.

📄 Application & Portfolio Review Process

Interview Process:

• Initial Screening: Review of CV and cover letter, with a focus on relevant experience in service design, human-centred design, and the aged care sector.

• First Interview: Typically with the hiring manager (Louise Massie) and potentially a senior team member. This will assess your experience, understanding of service design principles, and alignment with the role's core responsibilities. Be prepared to discuss specific projects and your approach to complex problems.

• Portfolio Presentation/Workshop: A key stage where you will present a selection of your work, likely focusing on 1-2 key projects. This may involve a practical exercise or a facilitated discussion around a hypothetical service design challenge, assessing your problem-solving skills, process, and communication.

• Final Interview: May involve senior leadership or key stakeholders from relevant departments (e.g., Operations, Technology). This assesses strategic thinking, stakeholder management capabilities, and cultural fit.

Portfolio Review Tips:

• Curate Strategically: Select 2-3 projects that best demonstrate your end-to-end service design process, problem-solving skills, and impact, particularly those relevant to complex service environments or the not-for-profit sector.

• Tell a Story: For each project, clearly articulate the problem statement, your specific role and contributions, the methodologies used (research, ideation, prototyping, testing), the challenges faced, and the measurable outcomes or impact achieved.

• Highlight Collaboration: Showcase how you worked with diverse teams and stakeholders, illustrating your facilitation and influencing skills.

• Focus on Impact: Quantify results where possible (e.g., improved user satisfaction scores, increased efficiency, cost savings) or clearly articulate qualitative improvements and their significance.

• Be Prepared for Questions: Anticipate questions about your design choices, how you handled ambiguity, and how your work aligns with Uniting's mission.

Challenge Preparation:

• Understand the Context: Research Uniting's services for seniors, their mission, and the challenges within the aged care sector.

• Practice Design Thinking: Be ready to apply your design thinking framework to a given problem, outlining your approach from research to solution.

• Articulate Process: Clearly explain your chosen methodologies and justify why they are appropriate for the given challenge.

• Focus on Feasibility: Demonstrate an understanding of operational constraints and propose solutions that are practical and implementable.

📝 Enhancement Note: The interview process will heavily rely on evaluating your practical design skills and strategic thinking through a portfolio review and potential practical exercise. Demonstrating an understanding of the specific context of aged care services and the not-for-profit sector will be crucial.

🛠 Tools & Technology Stack

Primary Tools:

• Collaborative Design Platforms: Miro, Figma (highly emphasized for co-design, journey mapping, prototyping).

• Prototyping Tools: Figma, Adobe Creative Suite (Illustrator, InDesign), potentially others for wireframing and interactive prototypes.

• Research & Synthesis Tools: Tools for note-taking, qualitative data analysis (e.g., Dovetail, NVivo - though not explicitly mentioned, good to be aware of), and presentation software (e.g., PowerPoint, Google Slides).

Analytics & Reporting:

• While not a primary focus, familiarity with how qualitative insights translate into measurable outcomes is key. Understanding how to partner with teams that use data analytics and reporting tools to track service performance will be important. CRM & Automation:

• Understanding how service design integrates with CRM systems and operational workflows is beneficial, though direct hands-on experience with specific CRM or automation tools is not explicitly required for this design role. The emphasis is on designing services that can be supported by these systems.

📝 Enhancement Note: Proficiency in digital collaboration and design tools like Miro and Figma is explicitly required. The organization relies on these tools for facilitating remote or hybrid design sessions and for creating visual artifacts like journey maps and blueprints.

👥 Team Culture & Values

Operations Values:

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

• Empathy & Compassion: Essential for working within the aged care sector and connecting with vulnerable populations.

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

• Innovation & Continuous Improvement: A drive to find better ways of delivering services and improving experiences.

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

• Efficiency: Striving for practical, implementable solutions that optimize resource use.

Collaboration Style:

• Cross-Functional Integration: Expect close collaboration with teams outside of design, requiring strong communication and the ability to translate design concepts into terms understandable by operational and technical stakeholders.

• Co-Design Culture: A willingness to involve diverse perspectives (customers, employees, leaders) in the design process, fostering shared ownership and better outcomes.

• Feedback Exchange: An open environment for providing and receiving constructive feedback on designs and processes to drive iterative improvement.

• Knowledge Sharing: Encouraging the sharing of insights, best practices, and learnings across teams to build collective capability.

📝 Enhancement Note: The company culture is deeply rooted in its mission and values. Candidates who can demonstrate alignment with these values, particularly empathy, collaboration, and a commitment to social impact, will be a strong fit. The collaborative style emphasizes a partnership approach rather than working in isolation.

⚡ Challenges & Growth Opportunities

Challenges:

• Navigating Complex Organizations: Influencing change and implementing new service designs within a large, established not-for-profit organization with diverse stakeholder needs and potential resistance to change.

• Balancing Strategic Vision with Operational Reality: Designing innovative services that are also practical, scalable, and cost-effective within the constraints of the aged care sector and a not-for-profit budget.

• Data Synthesis and Insight Generation: Effectively translating complex qualitative and quantitative data from diverse sources into clear, actionable insights that drive design decisions.

• Measuring Impact: Developing robust methods to measure the effectiveness and impact of service design interventions, particularly in areas like customer well-being and satisfaction.

Learning & Development Opportunities:

• Specialization in Aged Care: Deepening expertise in the specific needs, challenges, and regulatory landscape of the aged care and seniors services sector.

• Advanced Design Methodologies: Opportunities to explore and implement cutting-edge service design techniques and tools.

• Leadership and Influence: Developing skills in strategic influencing, change management, and potentially team leadership within a mission-driven organization.

• Industry Engagement: Potential to attend conferences, workshops, and engage with networks focused on design, innovation, and social services.

📝 Enhancement Note: The challenges presented are typical for senior roles in large, mission-driven organizations. The growth opportunities focus on developing both domain-specific expertise and broader leadership capabilities within a meaningful context.

💡 Interview Preparation

Strategy Questions:

• "Describe a complex service you've redesigned. What was the problem, your approach, and the outcome?" (Focus on demonstrating your end-to-end process, strategic thinking, and impact).

• "How do you balance the needs of different stakeholders (e.g., customers, employees, leadership) when designing a service?" (Assess your stakeholder management and negotiation skills).

• "Imagine we want to improve the experience of someone transitioning into residential aged care. How would you approach this problem as a Senior Service Designer?" (Evaluate your problem-solving methodology, research approach, and ability to think strategically). Company & Culture Questions:

• "Why are you interested in working for Uniting, specifically in the seniors sector?" (Demonstrate research into Uniting's mission and your genuine interest in the domain).

• "How do you foster a customer-centric mindset within teams that may not traditionally focus on design?" (Assess your ability to influence and drive cultural change).

• "Describe a time you had to influence senior leadership to adopt a new idea or approach. What was your strategy?" (Highlight your communication, persuasion, and strategic thinking skills). Portfolio Presentation Strategy:

• Structure is Key: For each portfolio piece, follow a clear narrative: Problem > Your Role & Process > Solutions > Outcomes/Impact.

• Be Concise and Focused: Highlight the most relevant aspects of your work. Don't get bogged down in minor details.

• Show, Don't Just Tell: Use visuals (maps, blueprints, prototypes) to illustrate your thinking and process.

• Be Ready for Q&A: Anticipate questions about your decisions, challenges, and the 'why' behind your approach.

• Connect to Uniting: Where possible, draw parallels between your past work and the challenges Uniting faces.

📝 Enhancement Note: Preparation should focus on articulating your design process, demonstrating strategic thinking, and showcasing your ability to influence and drive change within a complex, mission-driven environment. Be ready to discuss specific examples from your portfolio that align with Uniting's sector and values.

📌 Application Steps

To apply for this Senior Service Designer position:

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

• Portfolio Customization: Tailor your portfolio to highlight projects demonstrating end-to-end service design, customer journey mapping, co-design facilitation, and measurable impact, with a focus on complex service environments or the aged care sector.

• Resume Optimization: Ensure your resume clearly articulates your experience in human-centred design, service design, user research, and stakeholder engagement, using keywords from the job description and quantifying achievements where possible.

• Interview Preparation: Practice presenting your portfolio, articulating your design process, and preparing answers to common interview questions related to strategy, collaboration, and impact measurement.

• Company Research: Thoroughly research Uniting NSW.ACT, its mission, values, and the services it provides to older Australians. Understand the challenges and opportunities within the aged care sector.

⚠️ 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.