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About the Role

Lead the design of a simpler, more connected, and scalable experience for government service delivery professionals. Build a deep understanding of frontline team operations through observation and mapping of their end-to-end experience. Identify opportunities to reduce effort, minimize system switching, and improve integration. This leadership role aims to bring clarity to complexity, shape a scalable experience, and shift the design culture towards optimizing the user and delivery experience.

Responsibilities

Lead the end-to-end service design of the CSR experience across Unify.
Observe, research, and understand how frontline teams serve customers in service centers.
Map CSR journeys across interactions, systems, processes, channels, and technology to identify pain points and opportunities.
Design a coherent, intuitive, and scalable experience for hundreds of transaction types and use cases.
Identify opportunities to reduce handling time, duplication, manual effort, and system switching.
Explore integration opportunities between Unify and other technology/platforms for a seamless end-user experience.
Lead complex discovery, research, journey mapping, service blueprinting, co-design, and future-state design activities.
Use systems thinking and evidence to translate complexity into practical, prioritized service improvements.
Partner with product, engineering, operations, policy, design, and agency stakeholders to translate insights into deliverable outcomes.
Influence senior stakeholders, product strategy, and prioritization using evidence from frontline users and operational insights.
Champion human-centered, accessible, and inclusive design across digital, assisted, and operational touchpoints.
Provide strong design leadership, uplift service design practice, and help teams adopt a user-over-transaction mindset.

Requirements

Extensive experience in service design or a closely related discipline, ideally across complex enterprise or multi-channel environments.
A strong portfolio demonstrating discovery, research, journey maps, service blueprints, operating models, service concepts, and delivered outcomes.
Experience designing scalable services or platforms that support numerous user journeys, use cases, or operational scenarios.
Demonstrated ability to conduct contextual research and observation with frontline or operational users.
Strong systems thinking and the ability to connect user needs with operational, policy, business, and technology considerations.
Experience leading complex, cross-functional initiatives involving multiple teams, agencies, or stakeholder groups.
Exceptional facilitation, stakeholder management, communication, and storytelling skills.
Experience working with senior executives and influencing strategic, product, service, or operational decisions.
Strong understanding of accessibility, inclusive design, and evidence-based design practice.
Experience working in agile multidisciplinary delivery teams and supporting organizational change.
Be NSW residents or in the process of relocating to NSW.
Hold appropriate working rights for the type of employment offered - Fixed Term roles require valid work rights for the full duration of the role.

Skills

Service design
Systems thinking
Human-centered design
Accessible design
Inclusive design
Agile methodologies
Stakeholder management
Facilitation
Communication
Storytelling
Research
Journey mapping
Service blueprinting
Co-design

Location

Sydney City
Parramatta
Gosford

Work Type

Full-Time
Temporary
Hybrid

Experience Level

Principal
Extensive experience in service design

Education Level

Tertiary qualifications in design or a related discipline, and/or equivalent industry experience.

Salary/Compensations

$167,165 - $201,105pa + super

Benefits

Invests in modern technology, ways of working and professional growth
Supports flexible, hybrid working and inclusive practices
Values collaboration, purpose and continuous improvement
Adjustments to the recruitment process for candidates, including individuals with disability

About the Company

Digital Services sits at the heart of the customer experience at Service NSW. We design, build and operate the digital products, platforms and services that help millions of people access government services quickly, easily and securely.
We are a multidisciplinary team bringing together product, design, engineering, delivery, cyber security, data and business professionals. Our culture is collaborative, inclusive and outcome focused, with a shared commitment to delivering high-quality services that make a genuine difference for customers across NSW.
A career at the Department of Customer Service (DCS) gives you the opportunity to help improve government services and be part of reform that benefits people across NSW. We are focused on delivering excellent customer service, digital transformation, and regulatory reform. Come join us and influence the future of our great state.
Belong in our diverse and inclusive workplace. The strength of our workforce lies in its diversity and embracing difference, while the key to our success is leveraging the contributions of employees with different backgrounds and perspectives.

Equal Opportunity

We provide adjustments to the recruitment process for candidates, including individuals with disability.