Service Designer (Hybrid)

📍 Job Overview

Job Title: Service Designer (Hybrid)

Company: UNSW

Location: Sydney, NSW, Australia

Job Type: Full-time, Fixed-term Contract

Category: Service Design / Digital Transformation Operations

Date Posted: September 1, 2026

Experience Level: 5-10 Years

Remote Status: Hybrid

🚀 Role Summary

• Drive the transformation of UNSW's Learning Management System (LMS) by applying expert Service Design methodologies to enhance user experiences for students, educators, and staff.

• Collaborate extensively with cross-functional teams, including Service Owners, business stakeholders, product teams, UX/UI designers, engineers, and vendors, to translate user insights into actionable service requirements and design artefacts.

• Develop and implement comprehensive service blueprints, journey maps, and future-state service models to guide the strategic direction and delivery of LMS-related services and processes.

• Contribute to critical discovery activities, proof-of-concepts, prototypes, and pilot initiatives to rigorously test the usability, functionality, scalability, and overall viability of proposed service solutions.

📝 Enhancement Note: This role is positioned within a major digital transformation program at a large educational institution, requiring a strong focus on process optimization, stakeholder alignment, and the practical application of service design principles in a complex, technology-enabled environment. The emphasis is on bridging user needs with technical realities and operational sustainment.

📈 Primary Responsibilities

• Conduct in-depth user research, including interviews and co-design sessions, to understand the nuanced needs, behaviours, and pain points of students, educators, and professional staff interacting with the LMS ecosystem.

• Create detailed service design artefacts such as user journey maps, service blueprints, personas, stakeholder maps, and future-state service models to visualize and communicate complex service interactions and proposed improvements.

• Co-design end-to-end technology-enabled service experiences across the LMS ecosystem, ensuring alignment between user needs, business objectives, technical feasibility, and operational requirements.

• Translate qualitative and quantitative research findings into practical recommendations, clear service requirements, and impactful design outputs that directly inform program and solution decision-making.

• Facilitate workshops and stakeholder engagement activities to gather diverse perspectives, build consensus, and ensure buy-in for proposed service design outcomes.

• Collaborate closely with engineering, UX/UI, architecture, cybersecurity, and delivery teams to ensure service design principles are embedded within solution design and implementation phases.

• Support the design and assessment of operational processes, service support models, and transition requirements critical for the successful adoption and ongoing delivery of LMS-related services.

• Analyze user feedback, service metrics, and operational insights to identify opportunities for continuous improvement, measure service effectiveness, and inform iterative decision-making.

• Apply Human-Centred Design (HCD) and Service Design best practices throughout the LMS Program to ensure solutions remain user-centric and aligned with stakeholder needs.

• Develop and maintain clear, concise documentation and design artefacts that effectively communicate insights, recommendations, and service design outcomes to a wide range of stakeholder groups.

📝 Enhancement Note: The responsibilities emphasize a blend of strategic thinking and tactical execution, requiring the Service Designer to not only conceptualize future states but also to ensure practical implementation and operational sustainability. The role demands strong analytical skills to interpret data and feedback for continuous service improvement.

🎓 Skills & Qualifications

Education: While not explicitly stated, a Bachelor's degree in Design, Human-Computer Interaction, Information Systems, Business, or a related field is typically expected for this level of role. A Master's degree or relevant certifications in Service Design or User Experience could be advantageous.

Experience: 5+ years of progressive experience in Service Design, Business Analysis, UX Design, or a closely related field, with a proven track record in complex environments.

Required Skills:

• Demonstrated expertise in applying Service Design practices within large-scale digital transformation, enterprise technology, or complex change programs, particularly those involving technology-enabled services or platforms.

• Strong proficiency in Human-Centred Design (HCD) methodologies, including user research techniques (interviews, surveys), journey mapping, service blueprinting, workshop facilitation, and co-design sessions.

• Proven ability to translate user needs, research findings, and business requirements into actionable service improvements, practical recommendations, and clear design outputs.

• Excellent communication, facilitation, and stakeholder engagement skills, with a demonstrated ability to build rapport and collaborate effectively across diverse stakeholder groups (business, technical, end-users).

• Experience contributing to discovery activities, proof-of-concepts, prototypes, and iterative testing approaches to inform service and product decisions.

• Proficiency in creating key service design artefacts such as journey maps, service blueprints, personas, ecosystem maps, and future-state service models.

• Understanding of operational service considerations, service support requirements, and factors contributing to sustainable service delivery and continuous improvement.

• Experience working collaboratively with business stakeholders, technical teams, vendors, and delivery teams in complex organizational structures.

• Strong analytical and problem-solving skills, with the ability to leverage qualitative and quantitative insights to drive informed decision-making.

• Ability to manage competing priorities effectively in a dynamic environment, working both independently and as part of a multidisciplinary team. Preferred Skills:

• Experience working within Agile, Scrum, or other iterative delivery environments.

• Familiarity with enterprise platforms, digital products, or complex service ecosystems and their associated operational considerations.

• Understanding of technology delivery approaches and the software development lifecycle.

• Experience in the Higher Education sector, specifically with Learning Management Systems (LMS).

📝 Enhancement Note: The "5+ years" requirement suggests a mid-to-senior level role. The emphasis on translating insights into practical requirements and collaborating with technical teams indicates a need for strong business analysis acumen alongside design expertise. The preference for Agile/Scrum experience aligns with modern digital program delivery.

📊 Process & Systems Portfolio Requirements

Portfolio Essentials:

• Showcase at least 2-3 comprehensive case studies demonstrating end-to-end service design projects, ideally within large-scale technology or transformation initiatives.

• Clearly articulate your role and contributions within each project, highlighting your use of HCD and Service Design methodologies.

• Present a range of service design artefacts (e.g., journey maps, service blueprints, personas, future-state models) with explanations of their purpose and impact.

• Demonstrate how you translated user research and insights into tangible service improvements, operational considerations, or implemented solutions.

• Include examples of how you collaborated with cross-functional teams (business, technical, delivery) and managed stakeholder expectations. Process Documentation:

• Provide examples of how you document processes, including workflow design, implementation considerations, and methods for measuring process effectiveness and identifying areas for continuous improvement.

• Illustrate your approach to creating and maintaining clear documentation and design artefacts for diverse stakeholder groups, ensuring accessibility and understanding.

• Detail your experience in assessing service viability, including user value, operational impacts, scalability, and implementation readiness, and how this was documented to inform decisions.

📝 Enhancement Note: For a Service Designer role, the portfolio is crucial for demonstrating practical application of skills. The focus should be on the process of design and the impact of that design, particularly how it bridges user needs with technical and operational realities. Quantifiable outcomes or demonstrated improvements are highly valued.

💵 Compensation & Benefits

Salary Range: AUD $153,933 - $163,338 per annum, plus 17% superannuation and leave loading.

Explanation: This salary range is provided directly in the job posting and reflects a senior-level Service Designer position within a major Australian university. The inclusion of 17% superannuation is a significant benefit common in Australian academic and public sector roles, exceeding the standard employer contribution.

Benefits:

• Career Development Opportunities: Access to programs and resources for professional growth and skill enhancement.

• Generous Superannuation: 17% employer contributions to superannuation fund, significantly boosting long-term financial security.

• Leave Loading: Additional payment applied to annual leave entitlements, enhancing overall compensation.

• Additional Christmas Leave: Three extra days of paid leave during the Christmas period, promoting work-life balance.

• Discounts and Entitlements: Access to various discounts and benefits across retail, education, and fitness programs offered by UNSW.

Working Hours: Full-time, 35 hours per week. The role specifies a Hybrid work arrangement, indicating flexibility between remote and on-campus work.

📝 Enhancement Note: The compensation is competitive for a senior design role in the Australian market, particularly within the higher education sector. The benefits package is robust, highlighting UNSW's commitment to employee well-being and development. The explicit mention of hybrid work suggests a structured approach to flexible working.

🎯 Team & Company Context

🏢 Company Culture

Industry: Higher Education. UNSW is a leading research and teaching university, focused on innovation, discovery, and global impact. This context means operations within UNSW often involve complex stakeholder groups, long-term strategic planning, and a commitment to academic excellence and student success.

Company Size: UNSW is a large, established organization with a significant number of employees and students, indicating a complex organizational structure and a wide range of operational needs. This scale requires robust processes and clear communication channels.

Founded: UNSW was founded in 1949. Its long history suggests a deeply embedded organizational culture, established processes, and a commitment to its mission over decades. This longevity implies stability but also potential for ingrained practices that digital transformation aims to evolve.

Team Structure: The Service Designer reports to the HCD/UX Manager, indicating a dedicated design and user experience function within the LMS Program. This team likely works closely with Service Owners, product teams, and other functional areas such as engineering, architecture, and cybersecurity. The structure suggests a collaborative, project-driven environment focused on delivering specific program outcomes.

Methodology: The LMS Program will likely employ a mix of methodologies. While the core design approach is Human-Centred and Service Design, the delivery of the transformation itself may leverage Agile, Scrum, or iterative development frameworks, as mentioned in the requirements. This means operations within the program will need to be adaptable and responsive to evolving needs.

Company Website: https://www.unsw.edu.au/

📝 Enhancement Note: Operating within a university setting means understanding the unique culture of higher education, which values collaboration, research, and a long-term perspective. The "major transformation of its Learning Management System" suggests a significant investment and strategic priority for UNSW, offering a high-impact role.

📈 Career & Growth Analysis

Operations Career Level: This role is positioned as a mid-to-senior level Service Designer, focusing on a critical, large-scale digital transformation program. It demands significant experience in applying service design principles to complex, technology-enabled environments and translating insights into actionable outcomes. The scope involves influencing strategic decisions and shaping user experiences across a major university.

Reporting Structure: The Service Designer reports to the HCD/UX Manager. This indicates a clear line of management within a dedicated design and user experience team that is part of the broader LMS Program. Collaboration will be key with Service Owners, business stakeholders, and various technical and delivery teams, necessitating strong cross-functional relationship-building.

Operations Impact: The Service Designer's impact is directly tied to improving the core teaching and learning experience at UNSW through its LMS. By optimizing services, processes, and user interactions, this role contributes significantly to student success, educator effectiveness, and overall institutional efficiency. The work directly influences how thousands of users engage with critical university technology.

Growth Opportunities:

• Specialization: Deepen expertise in Service Design within higher education or large-scale digital transformation contexts.

• Leadership: Potential to move into a Lead Service Designer, HCD/UX Manager, or Program Management roles within future transformation initiatives.

• Skill Development: Opportunity to gain experience with enterprise-level systems, complex stakeholder management, and advanced HCD/Service Design applications in a large organizational setting.

• Cross-functional Exposure: Gain insights into various operational areas including IT delivery, cybersecurity, academic support, and university administration.

📝 Enhancement Note: The "fixed-term contract till 30 June 2029" indicates a significant, long-term project. While this offers deep involvement, candidates should be aware of the contract duration. Growth opportunities are likely within the program or similar large-scale initiatives at UNSW, rather than immediate permanent roles unless specified.

🌐 Work Environment

Office Type: The role is based at the UNSW Kensington Campus and offers a Hybrid work arrangement. This suggests a blend of on-campus collaboration and remote work flexibility. The campus environment provides access to university facilities and a vibrant academic community.

Office Location(s): UNSW Kensington Campus, Sydney, NSW. This is a well-established university campus with modern facilities.

Workspace Context:

• Collaborative Environment: The hybrid model encourages in-person collaboration with team members and stakeholders on campus, fostering stronger relationships and more dynamic ideation sessions.

• Tools and Technology: Access to standard university IT infrastructure, design software, and collaboration platforms necessary for service design work. The LMS Program will likely utilize specific project management and design tools.

• Team Interaction: Opportunities for regular interaction with the HCD/UX team, LMS Program members, and broader university staff, promoting knowledge sharing and a sense of community.

Work Schedule: The standard work schedule is 35 hours per week, with a hybrid arrangement allowing for flexibility. This structure supports the integration of design activities with other project demands and personal needs, while ensuring consistent engagement with the program.

📝 Enhancement Note: The hybrid arrangement is a key feature, requiring candidates to be comfortable working both independently and collaboratively in an office and remote setting. UNSW's campus environment likely offers a professional and engaging atmosphere conducive to complex project work.

📄 Application & Portfolio Review Process

Interview Process: The process typically involves several stages to assess technical skills, cultural fit, and problem-solving abilities.

• Initial Screening: Review of CV and cover letter, potentially including responses to mandatory application questions.

• Hiring Manager Interview: Discussion with the HCD/UX Manager to assess experience, understanding of service design principles, and alignment with the program's goals.

• Technical/Portfolio Review: Presentation of your portfolio, focusing on case studies that demonstrate your approach to user research, service design artefacts, and problem-solving in complex environments. This may involve a specific design challenge.

• Stakeholder/Team Interview: Meeting with other team members, Service Owners, or program leads to evaluate collaboration skills and fit within the broader LMS Program team.

• Final Interview: Potentially with senior program leadership to discuss strategic alignment and overall suitability.

Portfolio Review Tips:

• Structure: Organize your portfolio by case study, clearly outlining the problem, your role, the process, the solutions/artefacts, and the outcomes/impact.

• Narrative: Tell a compelling story for each case study, emphasizing your critical thinking and problem-solving approach.

• Visuals: Showcase your key service design artefacts (journey maps, blueprints, personas) with clear annotations and explanations.

• Impact: Quantify results where possible (e.g., improvements in user satisfaction, efficiency gains) or describe qualitative impacts effectively.

• Relevance: Tailor your presentation to highlight experience relevant to digital transformation, HCD, and large-scale technology programs, as described in the job ad.

Challenge Preparation:

• Mandatory Questions: Prepare thorough, specific answers to the mandatory application questions, using the STAR method (Situation, Task, Action, Result) to illustrate your experience.

• Problem-Solving: Be ready to discuss how you would approach common service design challenges in a university context, such as integrating disparate systems, managing diverse user needs, or driving adoption of new technologies.

• Methodology: Articulate your understanding and application of HCD and Service Design principles, and how you adapt them to different project contexts.

• Stakeholder Management: Prepare examples of how you have managed conflicting stakeholder priorities or communicated complex design concepts to non-design audiences.

📝 Enhancement Note: The mandatory application questions are a critical first step. Candidates must provide detailed, specific examples that directly address the prompts, demonstrating practical experience and depth of understanding in service design and HCD.

🛠 Tools & Technology Stack

Primary Tools:

• Service Design & UX Tools: Figma, Sketch, Adobe Creative Suite (Illustrator, Photoshop), Miro, Mural for diagramming, wireframing, prototyping, and collaborative design sessions.

• User Research Platforms: Tools for conducting user interviews, surveys, and usability testing (e.g., UserTesting.com, SurveyMonkey, Qualtrics).

• Project Management Software: Jira, Confluence, Asana, Trello for task management, workflow tracking, and documentation within Agile/Scrum environments.

Analytics & Reporting:

• Web Analytics: Google Analytics, Adobe Analytics for understanding user behaviour on digital platforms.

• BI Tools: Tableau, Power BI, or similar for creating dashboards and analyzing service performance metrics.

• User Feedback Tools: Platforms for collecting and analyzing user feedback (e.g., Hotjar, Zendesk analytics).

CRM & Automation:

• While not explicitly mentioned, familiarity with CRM systems (e.g., Salesforce) and marketing automation tools could be beneficial if they integrate with or support the LMS ecosystem. Understanding of enterprise platforms and their integration capabilities is key.

• Integration Tools: Awareness of how different systems connect and data flows within an enterprise environment is important for designing holistic services.

📝 Enhancement Note: While specific tool mandates aren't listed, proficiency in industry-standard design and collaboration tools is expected. The emphasis on "enterprise technology" and "service ecosystems" suggests a need to understand how various systems interact, not just individual tool usage.

👥 Team Culture & Values

Operations Values:

• Purposeful and Practical: UNSW emphasizes a thoughtful, practical, and purposeful approach to all work, aligning with the goal of making a meaningful impact. This means operations should be efficient, effective, and clearly tied to institutional objectives.

• Collaboration: Working together to achieve extraordinary things is a core tenet. Expect a culture that values teamwork, knowledge sharing, and cross-functional cooperation.

• User-Centricity: The focus on HCD and Service Design inherently places user needs at the forefront of all design and operational decisions within the LMS Program.

• Continuous Improvement: Analyzing feedback and metrics to identify opportunities for ongoing enhancement is a key operational expectation.

• Integrity and Respect: Adherence to the UNSW Code of Conduct and Values, promoting an equitable, diverse, and inclusive community.

Collaboration Style:

• Cross-functional Integration: The role requires seamless collaboration with diverse teams (business, technical, delivery, UX/UI). Expect regular cross-functional meetings, workshops, and shared project ownership.

• Process Review & Feedback: A culture that encourages open feedback on designs, processes, and workflows, with a willingness to iterate based on constructive criticism.

• Knowledge Sharing: Active participation in sharing insights, best practices, and learnings within the HCD/UX team and the broader LMS Program. This might involve presentations, documentation, or informal discussions.

📝 Enhancement Note: The company values, particularly "purposeful, practical, and purposeful," suggest that operational efficiency and tangible outcomes are highly regarded. Candidates should be prepared to demonstrate how their work aligns with these principles and contributes to UNSW's broader mission.

⚡ Challenges & Growth Opportunities

Challenges:

• Scale and Complexity: Managing the diverse needs of students, educators, and staff across a large university ecosystem presents significant design and operational challenges.

• Legacy Systems & Integration: Transforming an existing LMS and related services often involves integrating with or replacing legacy systems, which can be technically complex and require careful change management.

• Stakeholder Alignment: Garnering consensus and managing expectations among a broad range of stakeholders with potentially conflicting priorities requires strong negotiation and communication skills.

• Balancing User Needs with Technical/Operational Constraints: Effectively translating user desires into solutions that are technically feasible, operationally sustainable, and within budget.

• Change Management: Driving adoption of new services and processes within a large organization requires thoughtful strategies for communication, training, and support.

Learning & Development Opportunities:

• Advanced Service Design Application: Gaining experience applying service design principles to a critical, large-scale digital transformation within the higher education sector.

• Cross-functional Expertise: Developing a deeper understanding of IT delivery, cybersecurity, academic administration, and university operations through close collaboration.

• Program Management Exposure: Learning from the management of a major university program and contributing to its strategic direction.

• Industry Engagement: Potential to attend relevant conferences or workshops related to digital transformation in education or service design best practices.

📝 Enhancement Note: The challenges presented are typical for large-scale digital transformation projects. Candidates who can demonstrate resilience, adaptability, and a proactive approach to problem-solving will be well-suited. The growth opportunities highlight the potential for significant professional development in a high-impact role.

💡 Interview Preparation

Strategy Questions:

• Operations Strategy: "Describe how you would approach designing a new service for student onboarding within the LMS ecosystem, considering the needs of different student cohorts (undergraduate, postgraduate, international) and integrating with existing university systems." (Preparation: Focus on your structured approach, key HCD/Service Design steps, and how you'd ensure operational feasibility.)

• Collaboration & Stakeholder Management: "How would you manage a situation where key academic stakeholders are resistant to changes proposed for the LMS that are vital for operational efficiency?" (Preparation: Emphasize empathy, active listening, data-driven persuasion, and finding common ground.)

• Problem-Solving: "Imagine a scenario where user research reveals a significant usability issue with a core LMS function. How would you diagnose the root cause and propose a solution that balances user needs with technical implementation effort?" (Preparation: Detail your diagnostic process, methods for root cause analysis, and how you'd prioritize solutions.)

Company & Culture Questions:

• Operations Culture: "UNSW values being 'thoughtful, practical, and purposeful.' How would you ensure your service design work embodies these values?" (Preparation: Connect your design process and outcomes to efficiency, user benefit, and clear institutional goals.)

• Operations Team Dynamics: "Describe your ideal collaboration style when working with engineers, business analysts, and Service Owners on a complex program like the LMS transformation." (Preparation: Highlight your ability to communicate effectively across disciplines and contribute constructively to a multidisciplinary team.)

• Operations Impact Measurement: "How would you measure the success of a redesigned service within the LMS, beyond just user satisfaction?" (Preparation: Discuss key performance indicators (KPIs) related to efficiency, adoption rates, operational cost reduction, and achievement of business objectives.)

Portfolio Presentation Strategy:

• Narrative Flow: Structure your presentation logically, guiding the interviewers through the problem, your process, your design decisions, and the outcomes.

• Focus on Process, Not Just Output: Explain why you made certain design choices and how your process led to those decisions.

• Quantify Impact: Whenever possible, use data and metrics to demonstrate the value and impact of your work.

• Address the "So What?": Clearly articulate the business value and user benefit of your solutions.

• Be Prepared for Questions: Anticipate questions about your role, challenges faced, and alternative approaches you considered.

📝 Enhancement Note: The interview preparation should focus on demonstrating not just design skills, but also strategic thinking, operational awareness, and the ability to drive tangible results within a complex organizational context like a university. Highlighting experience with digital transformation and HCD is paramount.

📌 Application Steps

To apply for this Service Designer position:

• Submit your CV and a cover letter addressing your suitability for the role via the UNSW application portal before the deadline of 11:30 pm on September 14, 2026.

• Customize your CV and cover letter: Tailor them to highlight your experience in Service Design, Human-Centred Design, digital transformation, and working with enterprise technology, using keywords from the job description (e.g., journey mapping, service blueprinting, stakeholder engagement).

• Prepare your portfolio: Curate 2-3 strong case studies showcasing your most relevant work. Ensure they clearly demonstrate your process, artefacts, and the impact of your designs on user experience and operational outcomes. Be ready to present this virtually or in person.

• Practice answering mandatory questions: Develop detailed, specific answers to the four mandatory application questions, using concrete examples from your experience, ideally employing the STAR method.

• Research UNSW and the LMS Program: Understand the university's mission, values, and the strategic importance of the LMS transformation. This will help you tailor your application and interview responses to demonstrate cultural fit and strategic alignment.

⚠️ 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.