Senior Service Designer
Clerk Grade: 9/10Annual Salary Range: $129,464 - $142,665 plus superannuationEmployment Type: Ongoing, Full-timeLocation: Sydney, McKell Building (weekly office attendance required)
About the team
In Customer Insights & Experience (CIE), our focus is ensuring the voices of people, communities, and businesses sit at the centre of decision‐making and service delivery across NSW Government. We help government understand what communities need, think, and experience – from detailed service interactions to broader community sentiment – and turn those insights into better decisions and better services. You'll join a passionate team of specialists, with expertise in research, insights, customer experience, and service design. Together, we deliver actionable insights and practical improvements that shape policy, investment, communications, and service delivery across the whole of NSW Government – including departments, agencies, Ministers and Cabinet.
Key responsibilities
* 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 (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.
* Facilitate co‐design, ideation and alignment workshops with customers, stakeholders, policy teams and technical teams.
* 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 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.
Qualifications and experience
* Tertiary qualifications or equivalent professional experience in CX, UI, HCI or service/product design.
* Strong expertise in conducting qualitative and quantitative user research – analysing behaviour, generating clear insights and validating 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.
* Capability in designing inclusive, accessible and evidence‐based service solutions aligned with NSW Government standards.
* Strong communication skills to present complex information simply and engagingly.
* Proficiency in facilitation and stakeholder engagement, managing expectations, navigating competing priorities and building alignment across diverse groups.
* Ability to work confidently in complex, fast‐paced, evolving or uncertain environments.
* Capability to work autonomously with effective prioritisation and organisational skills.
* Collaborative mindset and experience working in multidisciplinary teams to deliver meaningful, user‐centered service improvements.
* Experience using workshop facilitation tools (e.g. Miro) or prototyping tools (e.g. Figma).
Commitment to diversity and inclusion
We want you to bring your best self to this application process. If you have any support or access needs that may require adjustments to fully participate in this selection process, we encourage you to apply.
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