Job Description
We are seeking a Service Design Lead to drive the creation of exceptional user experiences that benefit millions across NSW. This role offers a unique opportunity to shape the future of public services and leave a lasting legacy.
You will work collaboratively with diverse stakeholders, navigating complex environments to design solutions that are inclusive, innovative, and grounded in real human needs.
This position requires confidence, creativity, and strong leadership skills to inspire and support others in achieving shared goals.
About Our Team
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 provides a way for you to serve the people of NSW and make a positive impact on the community.
Key Responsibilities
* Lead end-to-end omnichannel service design initiatives to deliver real impact for the people of NSW.
* Create actionable insights and compelling service blueprints to inform decision-making.
* Collaborate with cross-functional product teams to guide roadmaps and ensure successful project outcomes.
* Influence and align diverse stakeholders, balancing customer, policy, and technical needs.
* Drive innovation by embedding inclusive, data-driven, and human-centred practices throughout the organisation.
* Mentor, coach, and grow design capability across teams to achieve shared goals.
Your Skills and Experience
* 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.
* 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.
* Leadership that inspires and supports others, builds design capability, and fosters collaboration across teams.
This role requires a strong portfolio that showcases your expertise in service design, as well as a proven track record of delivering results in complex, multi-stakeholder environments. A commitment to inclusive, human-centred, and customer-focused outcomes is essential for success in this position.