Principal Service Designer

About the Role:

Lead the design of services that millions rely on. Service NSW is seeking a Principal Service Designer to lead one of the most complex and high-profile service design challenges in government today. This is a rare opportunity to influence how people across NSW experience public services, and to leave a legacy that lasts.

You’ll work across all portfolios, navigating diverse stakeholder views, and designing solutions that are inclusive, innovative, and grounded in real human needs. You’ll be trusted to lead with confidence, collaborate with purpose, and deliver with clarity.

About Our Team:

Service NSW is making it easier for people and businesses across NSW to access government services. Since launching in July 2013, the Digital Services division has successfully transformed and streamlined NSW Government service delivery with cutting edge digital solutions and an award-winning culture of passion and teamwork.

We believe that working for Digital Services is not just a job, but a purpose. Joining Service NSW will provide a way for you to serve the people of NSW and better the community.

You’ll join Service NSW’s Design team, a multidisciplinary group of researchers, designers, content and product experts who are passionate about reimagining how services are delivered to the people of NSW. We work collaboratively across government to solve complex challenges and create seamless, inclusive experiences.

Why this role?

This is your chance to help shape and evolve the future of public service. You’ll take on challenges that matter, work on initiatives that improve the lives of millions, and contribute to something lasting. You’ll be able to look back and say with pride: “I helped build that.”

What you’ll do:

• Lead end-to-end omnichannel service design initiatives that deliver real impact for the people of NSW.
• Create and lead the rollout of actionable insights and compelling service blueprints.
• Collaborate with cross-functional product teams to guide roadmaps.
• Influence and align diverse stakeholders, balancing customer, policy, and technical needs.
• Drive innovation by embedding inclusive, data-driven, and human-centred practices.
• Present and champion metrics and insights that inform decision-making and continuous improvement.
• Mentor, coach, and grow design capability across teams.

What you’ll bring:

• Extensive experience in service design, with a portfolio that demonstrates impact across complex, multi-stakeholder environments.
• A proven track record of working with cross-functional teams to take ideas from research and blueprints through to delivery, ensuring solutions land and create measurable impact.
• Confidence navigating ambiguity, shaping clarity and direction where problems, policies, and priorities may be uncertain or evolving.
• The ability to work with (and around) legacy systems and constraints, finding creative ways to design solutions that are both innovative and deliverable.
• Strong stakeholder engagement skills, with the credibility to influence and align people from the frontline to executive level, across agencies and disciplines.
• A growth mindset that embraces ambiguity, tests assumptions, and continually improves solutions in complex environments.
• A commitment to inclusive, human-centred, and customer-focused outcomes that create real public value.
• Leadership that inspires and supports others, builds design capability, and fosters collaboration across teams.