Principal Service Designer

As a Principal Service Designer at Service NSW, you’ll:

• Lead a customer-centric approach to improving service based experiences with the use of a design-led process of discovery, framing, iterative development and delivery
• Establish influential relationships with a range of stakeholders across government and partner with them to develop business requirements based on customer needs, identified pain points and opportunity areas
• Create innovative, design-driven solutions that align to customer expectations and support product designers to continually enhance our product capability
• Facilitate workshops and user research ensuring evidence and insights are documented and shared across teams to help inform the design of current, target, and future state experiences
• Use design frameworks such as service blueprints to bring together research, design, business, product and technology
• Work with managers across Service NSW to set strategic direction, drive customer-led prioritisation and shape roadmaps to ensure initiatives are delivered on time
• Maintain knowledge and promote awareness to other designers of relevant industry trends, challenges, opportunities and practices,
• Coach and mentor other designers to increase design capability in product teams and enable designers to reach their full potential
• Balance competing and complex demands to ensure end to end product strategy and vision is achieved while delivering customer outcomes

Working at Service NSW
The projects we work on are broad and varied, reaching residents as well as businesses.
You can expect:

• Your designs to impact the more than 8 million people in NSW
• To work on projects that matter like Dine and Discover, small business support, Active Kids, Service NSW Mobile App and MyServiceNSW Account
• Flexible work arrangements such as remote working
• To join a supportive design community where you can collaborate freely and learn from each other
• An agile and collaborative team environment where testing, iterating and improvement is prioritised.
• You can be confident that your customer-centred mindset will be put to work.