Senior Service Designer

Your day-to-day

As a Senior Service Designer, you will play a critical role in the delivery of human-centered design projects to inform outcomes for the people, communities, and businesses of NSW.

This role will conduct extensive research and facilitate workshops with customers and key stakeholders to understand their experiences.  This role will be integral in ensuring that insights are translated into action through playing a key role in seeing concepts transition through to delivery

In this role, you will:

• Lead end-to-end service design projects – from discovery and problem framing through to concept development, prototyping, testing and delivery.
• Plan, conduct and synthesise qualitative and quantitative, mixed‑method research (e.g., interviews, observational studies, usability testing) to uncover user needs and validate design decisions.
• Develop clear service design artefacts such as journey maps, service blueprints, user flows, wireframes and concept models to communicate insights and guide decision-making.
• Facilitate co-design, ideation and alignment workshops with customers, stakeholders, policy teams and technical teams to build shared understanding and direction.
• Translate insights into actionable service improvements, ensuring solutions are feasible, inclusive and aligned with government standards for accessibility and user-centered service delivery.
• Write detailed reports and create engaging presentations to communicate insights and recommendations effectively.
• Collaborate in multidisciplinary teams across insights, policy, digital, and communications to ensure concepts successfully transition into implementation and measurable outcomes.
• Support CX capability uplift by coaching colleagues, sharing tools and methods, and promoting best‑practice human-centered design across NSW Government.

To be successful in this role you will demonstrate:

• Tertiary qualifications or equivalent professional experience in CX, UI, HCI or service/product design.
• Strong expertise in conducting qualitative and quantitative user research, with the ability to analyse user behaviour, generate clear insights, identify opportunities, and validate design concepts through iterative testing.
• Proficiency in design thinking and the ability to create visually compelling service blueprints, journey maps, and other design artefacts, models, and frameworks to understand end-to-end customer experiences and identify service improvements.
• Demonstrated capability in designing inclusive, accessible and evidence-based service solutions aligned with NSW Government standards.
• Strong communication skills, including the ability to present complex information in a simple and engaging way.
• Proficiency in facilitation and stakeholder engagement, including the ability to manage expectations, navigate competing priorities, and build alignment across diverse groups.
• The ability to work confidently in complex, fast-paced, and evolving or uncertain environments.
• The capability to work autonomously with effective prioritisation and organisational skills.
• A collaborative mindset and experience working in multidisciplinary teams to deliver meaningful, user-centered service improvements.
• Experience in using workshop facilitation tools (e.g. Miro) or prototyping tools (e.g. Figma)