Service Designer

The Role

The ABC is looking for a Service Designer to join our Product & Technology team. Reporting to the Product Design Research Lead, this role leads discovery, definition and design activities to improve and evolve workflows across content, product and marketing. You will work closely with multidisciplinary teams to ensure products and services are informed by research, centered on users, and designed for long‑term impact.

The Job

• Plan and deliver complex qualitative and quantitative research, including interviews, contextual inquiry, co‑design, usability testing, analytics, and market insights.
• Map and analyse editorial, product and marketing workflows across the content management lifecycle, identifying opportunities to improve processes, systems and experiences.
• Translate research and organisational insights into clear design artefacts such as journey maps, service blueprints, personas, behavioural archetypes and roadmaps to support shared understanding and decision‑making.
• Work across multiple product and research streams, applying systems thinking to synthesise insights, identify patterns and contribute to organisation‑wide outcomes.
• Design and facilitate workshops and design sprints that encourage collaboration, learning, and continuous improvement.
• Champion human‑centred design, supporting stakeholders to consider audience and employee needs alongside content, product and technology priorities.
• Identify employee and organisational challenges and develop well-reasoned opportunity areas, concepts and recommendations.
• Provide inclusive leadership through collaboration, capability building and knowledge sharing, supporting teams to improve ways of working and explore new approaches.
• Establish and maintain clear, professional documentation and stay informed about best practice in service design, employee experience, content management and media.

Position Description: 50052530 SERVICE DESIGNER BACKFILL.pdf

About You

You are an experienced service and strategic designer who enjoys working on complex, long‑term challenges in large technology environments. You apply human‑centred design to deliver meaningful outcomes today, while keeping a clear view of future opportunities and improvement.

What you’ll bring:

• Demonstrated experience in human‑centred design, with a strong understanding of design processes, research methods and translating insights into improved user and organisational outcomes.
• Interest in exploring and applying AI‑enabled tools to improve ways of working, streamline processes and support more effective, scalable design and research practices.
• Highly developed communication skills, with the ability to explain complex ideas clearly to both technical and non‑technical audiences and contribute to open, collaborative and creative team environments.
• Experience delivering work using Agile methodologies, supported by sound project planning and delivery skills.
• Strong organisational skills, with the ability to manage competing priorities, work to deadlines and maintain attention to detail in a fast‑paced environment.
• Experience contributing to the design and evolution of digital products or services, supporting continuous improvement and quality outcomes.
• A demonstrated commitment to fostering an inclusive, respectful and ethical workplace, aligned with the ABC Values of aiming high, thinking differently, taking ownership and delivering together.