Service Designer

Why Your Role Matters: 
UNSW is undertaking a major transformation of its Learning Management System (LMS) and the services, processes and user experiences that support teaching and learning across the University. As a Service Designer within the LMS Program, you will help shape how students, educators and professional staff interact with the LMS and related services.

Reporting to the HCD/UX Manager, you will work across the Program to understand user needs, map current and future-state service experiences, and identify opportunities to improve the services, processes and interactions that support teaching and learning at UNSW.

Working closely with Service Owners, business stakeholders, product teams, designers, engineers and vendors, you will translate insights into journey maps, service blueprints, service requirements and design artefacts that support program decision-making and delivery. You will help connect user needs with business objectives and technical implementation, translating research and insights into practical service requirements, service models and design recommendations that support effective decision-making and delivery outcomes.

You will contribute to discovery activities, proof-of-concepts, prototypes and pilot initiatives to test usability, functionality, scalability and service viability. Working with engineering, UX/UI, architecture, cybersecurity and delivery teams, you will help ensure solutions meet user needs while considering operational requirements, service support models and long-term sustainability.

This is an exciting opportunity to contribute to one of UNSW’s largest digital transformation programs and help improve the LMS-enabled experiences of students, educators and staff across the University.

Responsibilities Summary: 

• Conduct user research and discovery activities to understand the needs, behaviours and pain points of students, educators, professional staff and support teams interacting with the LMS ecosystem.

• Support workshops, interviews, co-design sessions and stakeholder engagement activities to gather insights and inform service design outcomes.

• Develop service design artefacts including journey maps, service blueprints, personas, stakeholder maps and future-state service models.

• Co-design end-to-end technology-enabled service experiences across the LMS ecosystem and associated processes, consider user, business, technical and operational requirements.

• Translate research findings and user insights into practical recommendations, service requirements and design outputs that inform program and solution decisions.

• Work closely with Service Owners, business stakeholders, product teams and vendors to identify opportunities for service improvements and enhanced user experiences.

• Collaborate with engineering, UX/UI, architecture, cybersecurity and delivery teams to ensure service design outcomes are understood and reflected in solution design and implementation.

• Contribute to the development and evaluation of proof-of-concepts, prototypes and pilot activities to test usability, functionality, scalability and service viability.

• Assess and communicate service viability considerations, including user value, operational impacts, scalability and implementation readiness, to support information program decisions.

• Support the design of operational processes, service models and supporting practices required for successful implementation of LMS-related services.

• Consider service support, operational processes and transition requirements when designing future-state services and experiences to help ensure successful adoption and ongoing delivery.

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

• Apply Human-Centred Design and Service Design methods and practices across the LMS Program to ensure solutions remain aligned to user and stakeholder needs.

• Create and maintain clear documentation and design artefacts that communicate insights, recommendations and service design outcomes to diverse stakeholder groups.

• Align with and actively demonstrate the UNSW Code of Conduct and Values.

• Identify and control psychosocial and physical health and safety risks associated with tasks, projects and activities within the area of responsibility.

For more information regarding the responsibilities for this role, please refer to the Position Description at JOBS@UNSW. 

Skills and Experience Summary: 

• 5+ years of experience in Service Design, Business Analysis, or a similar role.

• Experience applying service design practices within complex digital transformation, enterprise technology or large-scale change programs, ideally involving technology-enabled services or platforms.

• Strong understanding of Human-Centred Design methods, including user research, journey mapping, service blueprinting, workshop facilitation and co-design.

• Experience translating user needs, research findings and business requirements into practical service and experience improvements.

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

• Strong communication, facilitation and stakeholder engagement skills, including the ability to build relationships across diverse stakeholder groups.

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

• Experience creating 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 the factors that contribute to sustainable service delivery and continuous improvement.

• Understanding of technology delivery approaches and experience working in Agile, Scrum or iterative delivery environments.

• Familiarity with enterprise platforms, digital products or service ecosystems and the operational considerations required to support them.

• Strong analytical and problem-solving skills, with the ability to use qualitative and quantitative insights to inform decision-making.

• Ability to manage competing priorities and work effectively both independently and as part of a multidisciplinary team.

• An understanding of and commitment to UNSW’s aims, objectives, values, relevant policies and health and safety responsibilities.