Senior Service Designer

About the Role

The Business Optimisation Strategy (BOS) is a landmark investment to modernise UNSW’s enterprise platforms and transform service delivery across HR, Finance and IT through the implementation of the ServiceNow and Oracle SaaS platforms.

By simplifying processes, improving data foundations, and enabling intelligent automation, BOS supports UNSW’s Progress for All strategy — returning valuable time to staff for teaching, research, and student impact.

As BOS mobilises, we are seeking an experienced Senior Service Designer (titled internally as Design Operations Lead) to optimise UNSW’s design processes, workflows, and systems to deliver high-impact, human-centered solutions at scale.

Reporting to the Service Transformation Program Manager with no direct reports, the role provides strategic leadership to align operations with University and Faculty priorities. Key responsibilities include driving operational excellence, human centred design, building organisational capability, and guiding strategic decision-making across the institution.

Responsibilities

• Align BOS Service design with broader organisational design and experience initiatives.
• Lead BOS Service Design and refine services and workflows to improve design efficiency, quality, experience and scalability.
• Define and standardise experience principles that adhere to good HCD, accessibility and service design practises.
• Track, delivery progress and key performance metrics and report strategic insights to senior stakeholders to guide decision-making.
• Drive Human-Centred Design capability to influence design decisions to deliver a coherent, accessible and good end to end customer experience..
• Foster cross-functional collaboration and consultation to embed best practices and continuous improvement.

About You

• Relevant tertiary qualifications paired with extensive expertise in end-to-end improvement and transformation.
• Proven track record leading design operations and service design initiatives in complex environments.
• Strong leadership and stakeholder engagement skills, with experience managing multidisciplinary teams and advising senior executives.
• Advanced capability in design systems, customer journey mapping, and experience design.
• High-level communication and facilitation skills, with a focus on driving change, allocating resources, and balancing competing priorities.
• Thorough understanding of UNSW values, strategic aims, and institutional health and safety responsibilities.