Senior Service Designer

About the team  
 
This role sits within the Customer Experience – Design, Research and Insights team in the Customer and Emergency Management Division of NSW Telco Authority. 

You’ll join a friendly, collaborative and fast‑paced team of designers and researchers who are dedicated to improving services that keep people and places safe and connected. We are an inclusive employer that values diverse perspectives and supports flexible working.

Your responsibilities will include  

• Conducting qualitative and quantitative user research to uncover insights and validate design concepts. 
• Developing service blueprints, journey maps and other design artefacts to understand end‑to‑end customer experiences. 
• Leading digital concept development and visualisation, ensuring solutions are intuitive, structured and user centred. 
• Collaborating with stakeholders to build alignment, manage expectations and navigate competing priorities. 
• Identifying opportunities for service improvement by integrating user needs with business objectives. 
• Facilitating workshops, sharing best practice and contributing to capability uplift across the organisation.
  

For more information on the role and its accountabilities, click here to view the role description.  

To be successful in this role you will have 

• Relevant Qualifications & Design Foundations: Tertiary qualifications or equivalent professional experience in CX, UI, HCI or digital product design. 
• Research & Insight Capability: Experience conducting qualitative and quantitative research, with the ability to analyse user behaviour and validate design concepts through iterative testing. 
• Design Thinking & Visualisation Skills: Proficiency in design thinking and the ability to create visually compelling models, artefacts and frameworks. 
• Stakeholder Engagement & Consensus Building: Strong skills in managing stakeholder expectations, navigating competing priorities and building alignment across diverse groups. 
• Comfort with Ambiguity & Complexity: The ability to work confidently in complex, evolving or uncertain environments. 
• Strong Self-Management & Prioritisation: The capability to work autonomously with effective prioritisation and organisational skills. 

Nice to have 

• Experience using workshop facilitation tools (e.g., Miro). 
• Experience using prototyping tools (e.g., Figma) and general technical literacy.